1. Pradeep Ravindran
20/8 Rathanpuri Nagar Phone: +91 97891 08031
Koyembedu , Chennai Email: pradepravindran@gmail.com
An expert service delivery and operations manager with over 15 years of experience in
managinglarge complex ITinfrastructure forglobal clients.AnITILV3 certifiedprofessional with
workexperience inUSA,Europe andAsiaregions.A seasonedprofessional withexperience inall
aspectsof ITIL basedservice deliverynamelyIncidentManagement, Problem Management and
Change Management.
A versatile people manager with experience of managing teams sized from 5 members to 20
membersbothonshore andremotely. With over 6 years of experience working in USA and UK,
has developed specialized clientengagementskills requiredtodeliverstakeholdermanagement
and relationship management.
An avidlearnerthatkeepshisskillsandtechnologies constantly updated and is always ready to
deliver the best for all clients and the organization working for.
Key achievements
 Managed andsupported migration of applications & servers from on premise data centers
to AmazonWebServicescloudwithkeyresponsibilitiesof vendormanagement & transition
management
 Deployed and supported a hybrid web security proxy and scanning solution for a FTSE 25
FMCG organization in 60+ locations across 4 continents.
 Skillfully owned DC vendor management function for a FTSE 25 major that had 6 different
data centre service providers in North America, Europe & Asia. With key responsibilities
being running with MSRs, maintaining OLAs and SLAs
 Managed and delivered transition of support services from several client organizations in
NorthAmerica and Europe to India based delivery centers by adopting ITIL methodologies
and well ahead of time.
 Presently working on taking over Major Incident Management services for a USA based
factory tools and machinery manufacturer with over 50 factories, 70 sales locations and 11
data centers globally
Key Technical Skills
OperatingSystems
Windows 200X, Windows Server 2012 & R2, Windows 7,
Windows 10
CloudInfrastructure Microsoft Azure, Amazon AWS ( EC2, S3, Route 53)
IDM Technologies ADFS, OKTA
MicrosoftTechnologies Active Directory, IIS, IAS, Clustering, NLB, DNS, DHCP
StorageTechnologies EMC VNX 5700, 7500, Cisco MDS9105 Fabric
SystemsManagement Dell ITA, HP Insight Manager, LANDesk, WSUS, SCOM 2012
BackupTools Symantec Backup Exec 10d, 11&12, IBM TSM
InfrastructureTools
Symantec Antivirus 10, Symantec Endpoint Protection 12, ,
BMC Remedy (Incident Management, CMDB)
LAN/WANTechnologies
Watch Guard, Sonic Wall, Cisco ACS Server 5.6, Cisco VPN
Concentrator 3000, Cisco Catalyst 2950/3550/3750

2. Academic Qualification & Technical Certifications
 Diploma in Computer Technology from CKIT, Coimbatore
 Bachelor of Computer Applications from Madras University
 Cisco Certified Network Associate (CCNA)
 Microsoft Certified System Administrator (MCSA)
Career Profile
Sify Technologies Limited Deputy Manager - Technical
Since June 2005
Customer : Stanley Black & Decker, NJ USA
Role : Offshore Transition & Service Delivery Manager
Duration : April 2016 till date
Stanley Black & Decker is a world-leading provider of tools and storage, commercial
electronic security and engineered fastening systems, with unique growth platforms and
a track record of sustained profitable growth.
Key Responsibilities:
 Responsible for Service Delivery of 24X7 support services (L1, L2) for Servers,
Network and Backup Management.
 Responsible for Operations Bridge and Alert Management for Data Centre services
 Managing transition of Major Incident Management services for critical applications
from US team to India based offshore delivery team
 Managing a team of 20 members located across multiple locations in India delivering
the support services for the customer
 Conducting regular operational meetings with customer.
Customer : Reckitt Benckiser Plc,
Role :Onsite Service Delivery Lead & Offshore Delivery Manager (UK & India)
Duration : February 2007 to April 2016
Reckitt Benckiser plc is a FTSE 25 UK multinational consumer goods organization with
£35bn market cap in health and hygiene sector operating in 60 countries with sales in 70
countries.
Key Responsibilities:
 Onsite service lead responsible Service Delivery of Wintel Infrastructure Services
across 6 data centers.
 Onsite escalation contact for offshore BAU service deliverables.
 Onsite client liaison for support services assisting the account director and sales
director.

3.  Managed Major Incident calls onsite and offshore with focus on averting service
disruption followed by RCA Process ownership and Problem Management.
 Coordinating change management activities and monthly maintenance calendar
schedules.
 OS Support: Managing 2000+ in-house DC hosted servers and AWS hosted servers
on Windows 2008/2012 server operating systems.
 Backup: Management the backup systems and implementation of best practices for
Symantec Backup Exec, EMC Avamar and SourceOne.
 Patch Management: Controlled patching of Windows servers Using WSUS
 Cisco CWS cloud and Cisco WSA based hybrid web protection solution management.
 Security: Management of Symantec End Point protections and MBSA scanning and
analysis.
 Server Build: Physical and virtual servers commissioning and decommission
 Hardware Management: Escalation of failures with vendors and coordination with
them until the resolution.
 Management of Active Directory, IIS, DNS, WINS and DHCP.
Customer : Wynn Resorts
Role : Onsite Transition Manager (USA)
Duration : Oct 2006 to Jan 2006
Wynn Resorts Limited is a publicly traded corporation based in Paradise, Nevada that is
a developer and operator of high end hotels and casinos.
Key Responsibilities:
 Inventory capturing for 3 data centers that hosted 1000 + servers running on
Windows & Unix
 Drafting Standard Operational Procedures & run books for operations management
 Engage with onsite teams to agree on SLAs and Escalation matrix
 Prepare annual maintenance calendar for all data centers by coordinating with
application support teams, data center providers and IT management teams
 Conducting regular operational meetings with customer.
Customer : Sun Chemical
Role : Onsite Data Centre Lead (USA)
Duration : June 2005 to Oct 2006
Sun Chemical, a member of the DIC group, is a leading producer of printing inks,
coatings and supplies, pigments, polymers, liquid compounds, solid compounds, and
application materials.
Key Responsibilities:

4.  Manage and maintain inventory for 3 data centers that hosted 1000 + servers
running on Windows & Unix
 Drafting Standard Operational Procedures & run books for operations management
 Perform Change Management for data centre operations
 Execute annual maintenance calendar for all data centers by coordinating with
application support teams, data center providers and IT management teams
 Conducting regular operational meetings with customer.
Slash Support Limited Technical Consultant
Oct 2003 - June 2005
SlashSupport, Inc., a technology support services company, provides outsourced
technical support and customer services to technology companies in the United States
and internationally. It offers advanced technology support for enterprise class
technology users; technical and customer support services for consumer class
technology providers; remote system management services for information technology
infrastructure providers and enterprises; and vendor neutral support for organizations
adopting open source technology. The company was incorporated in 1999 and is based
in San Jose, California. It has service delivery and support centers, and onsite locations in
India, Australia & Singapore
Key Responsibilities:
 Conducted maximum number of trainings in 2003-04.
 Prepared manuals for multiple projects on wireless hardware networking and
Windows 2000.
 Prepared course syllabus for Lenses, SMC, Netgear, Tumbleweed, Real Networks,
Marimba, VMware.
 Was appreciated as the Best Trainer from different projects.
 Deputed to SMC as Technical Support Executive
Acenet Technologies Limited Technical Leader
Mar 2000 - Oct 2003
A System Integration and Support service provider for SME segment clients majorly
focusing on hardware and limited software support services.
Key Responsibilities:
 Installed 200 computers and configured with policies for security and disk
mirroring.
 Guided a group of 50 people to become full-fledged services engineers.
 Recruited over 50 employees who were the ‘Best Employee’ among the others.
 Was appreciated by valued customers for providing good support.
 Maintained 3 servers in the Central Post Office.