Senthilraj Soundarrajan

Project: Advantage Solutions

• Transitioned the Infrastructure support from inhouse team and driven the delivery team through different phases of transition (Knowledge transition, Secondary support, primary support till Go-Live)
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Planned the shift roster along with tower leads to get the support established from primary support

Project: Walmart

• Delivery ownership for Infrastructure services, Managed 3000 Server environments & 500 Production regions in Mainframe - ensuring 99.9% or better up time. Additionally handled Scheduling service & Contact center migration projects
• Driven the IVR migration project - 32 IVR call flows has been discovered in Avaya contact center and migrated to NICE CX One
• Driven the Job scheduler migration project - 75000+ jobs migrated to CA7 to Control-M
• Followed technical documentation for accurate installation, maintenance and repair work

Project: Visionworks of America, Inc.,

• Handled a 100 member team in onsite and offshore - in 6 separate support towers as in IT Service Desk, End User computing, Network Operations Center, Field Services, Data Center Operations, Messaging Operational Support, Application Packaging/Software Distribution/Security Patching and Major Incident Management controller Team
• Delivery ownership for multiple projects like, Tools consolidation, CMDB refresh, Infrastructure health assessment, PC refresh (10000+ devices), Played a vital role in command center set up
• Project management focal for tasks related to a corporate data center move encompassing disconnects/reconnects/cabling and decommissioning
• Manage overall technology strategy/ roadmap for design, build and implementation cloud/Infrastructure and platform services.
• Prepared equipment for staff use, installing cables, operating systems, and software.

Project: Petco Animal Supplies, Inc.,

• Managed a team of 25 people (Onshore/nearshore/offshore) and support 75000+ devices which include desktop/laptop/ipad/mobiles & provided technical support for 3 support centers and 2 datacenters and 12 distribution centers. Worked closely with Vendors like CDW, Connections, SHI on hardware procurement (Laptop/accessories)
• Driven the Win10 migration project and reconciled the mobile devices through MDM portal
• Identified ways to reduce costs without sacrificing customer satisfaction.
• Generated monthly and quarterly forecasts of team costs and project revenues.
• Drove opportunities for new and additional work with existing customers.
• Managed inventory of resources necessary for service provision.

Project: Petco Animal Supplies, Inc.,

• Managed a team of 25 people (Onshore/nearshore/offshore) and support 75000+ devices which include desktop/laptop/ipad/mobiles & provided technical support for 3 support centers and 2 datacenters. Worked closely with Vendors like CDW, Connections, SHI on hardware procurement (Laptop/accessories)
• Work closely with ISP and cabling vendors to setup new site/DMARC/MDF & IDF's
• Enabled smooth running of day-to-day operations by managing and maintaining shift rota
• Managed relationships and performance of external suppliers and required resources

Project: Prudential Financial

• Led CICS/DB2 admin team and performed CICS 4.5 upgrade in 300+ regions
• Define PCT, PPT, FCT, RCT entries in CICS regions
• Responsible in running utility jobs reorg, imagecopy, runstats, rebind, load, unload in tables.
• Cultivated positive rapport across all enterprise levels, managing stakeholder relations in support of organisational needs.
• Drafted periodic reports to inform upper management on KPIs and operational issues.

Project: Kimberly Clark

• Led Service desk tower 40+ agents to provide global IT support, Managed the Help Desk Support team globally in all the locations (Mexico, Hungary, India). Coordinating the available Help Desk Engineers activities based in the business requirements. Leading the team in the special tasks for the projects assigned during IT Infrastructure changes. Acting as la liaison between Help Desk and the IT head.
• Streamlined processing by updating all of the knowledge base articles with pertinent information as well as improving the location and accessibility for end users. This gave global Help Desks the ability to assist customers from any domain, and in turn, reduced the amount of calls handled while raising the customer satisfaction level by 4% on a weekly basis and in turn this improved FCR %
• Implemented the Incident Specialist position to provide a single point of escalation, monitor and manage escalation of P1tickets, manage quality of data, coordinate communication of issues affecting multiple stores, trending of data and reporting
• Develop team strengths via training, delegation/coaching, individual metrics and regular feedback via monthly 1/1 meetings