1. Sachin Pimplikar
Mob. : +919986508008, Email ID:spimplikar123@gmail.com
Seeking a career with a progressive organization where I can utilize my skills, knowledge and experience
in network operations, people management and a challenging role that allows for advancement and
growth.
Professional Synopsis
⇒ Twelve plus years of experience in Networking and Remote Infrastructure Managed Services for Data
Networks which comprises of People management, Fault Management, Configuration Management
and ITIL Framework.
⇒ Currently managing a team of 37 L1 and L2 engineers.
⇒ Defining team’s KPIs, responsibilities and performance evaluation of team members.
⇒ Leading and driving NOC service delivery operations to customer satisfaction by meeting 95% and
above SLAs.
⇒ Internal Auditor for ISO 27000 and ISO 20000.
Career Highlights
Organization: Dimension Data Holdings Pvt. Ltd, Bangalore
Designation: Associate Manager
Duration: August 2013 - till date
Team Size: 37
Teams Handled:
 IT Service Management – for Europe, APAC and MEA
o Team Size: - 34
o Duration: - Aug’13 – till date
o Responsibilities
 Management of team doing RIM services for Dimension Data Europe, APAC and MEA continents with
275+ end clients with nearly 23000 multi-vendor and multi-technology devices under monitoring &
support.
 Opex cost savings in both Tangible and Intangible manner.
 Analysis of monthly event data and provide Optimization recommendations to Europe counterparts
and follow up with responsible team to implement the same.
 Handling all Internal/External Escalations in an effective manner and document the issues in PER.
 Daily/Weekly/Monthly Review calls with stakeholders.
 Participation in transition and on-boarding of new clients on to monitoring tool and verifying Scope of
Work.
 Engagement with Senior Leadership and support the business end to end on Critical Escalations.
 Prepare and present Dashboards for senior Leadership.
 People management and team handling.
 Documenting client specific business rules and communication to team.
 Coach the shift leads and senior engineers to deliver the best in Quality Service to our end clients.
 Mentoring team members for next level and managing the training requirements of the team.
 Set-up Mid-year and annual KPI for team.
 Monthly review of KPIs of team members.
 Review of case audits findings and feedback to team members on weekly/monthly basis.
 Managed Services for Unified Communications
o Team Size: - 3
o Duration: - July’15 – till date
o Responsibilities
 Team providing Incident management, Vendor management, Release and Deployment management
and Service Reporting services to end clients.
 Reviewing RFC and On-boarding new clients.

2.  Driving CRP and ORT for upcoming clients of different geographic locations.
 Preparing Work Instruction document.
 Reviewing and updating RACI matrix per service elements.
 Participation in Service Go-Live Workshop.
 Formulated and documented Work Instructions and SOP documents for team.
 Deployment Team for Australia
o Team Size: - 2
o Duration: - Nov’14 – June’15
o Responsibilities
 Handling escalation calls, emails on Deployment related issues for the clients of Dimension Data
Australia.
 Started achieving the SLAs from month 2 of take over.
 Managing deployment related requests, prioritize and get it completed.
 Running and verifying the client’s device back-up reports.
 Generating monthly SLA report and present it to Senior Management.
 Coaching and mentoring the team members.
 Set-up Mid-year and annual KPI for team.
 Implemented Service Improvement Plans.
 Monthly case audits and feedback to team members.
Tasks handled
 People and Process management.
 ITIL Process Management
 IT Service Management
 IT Asset Management Life cycle
 Requirement Analysis & Technical Specifications
 Effort & Cost Estimates
 Risk and Compliance Management
 IT BCP /Disaster Recovery
 Planning, Monitoring and Tracking
 Communication Management
 Vendor Management
 Release Management
 Issues and Change Management
 Resource Optimization
Previous Experience
Organization: Net Pro Active Services, Bangalore
Duration: May 2006 – August 2013
Designation: Team Lead – NOC
Team Size: 6
Client: 3D Networks Australia with more than 100 end clients with nearly 1000 data devices
under monitoring & support, which comprises Nortel and Cisco routers and Windows Servers.
Responsibilities
 Fault Rate Analyzing and resolving all P1/P2 and important P3 cases and taking it up with vendors for
faster resolution as per SLA.
 Network Auditing via Solar Winds tool and preparing the Audit Report to be presented to end Client.
 Handling all Internal Escalations in an effective manner. Apply and supervise all disruptive network
changes.
 Initiating and Approving Change Requests and other Process related queries.
 Verifying if Response and resolution SLA are matched against target SLA.
 Work on proactive and reactive Incident tickets & delivering the SLA according to the severity of the
case.
 Customer cases review and feedback to team members on weekly/monthly basis.

3.  Incident, Problem and Change Management.
 Planning and managing the shifts with adequate resources based on business requirement.
 Preparing Incident Report for documentations.
 Reviewing monthly Infrastructure and Performance reports for customers.
 Deputy MR and Internal ISMS security Auditor for ISO 27000.
 Part of Internal ITSM Auditors Team for ISO 20000.
 Preparing Process documentations and educating fellow team members for new processes.
 Defining KPIs and responsibilities of team members.
 Updating skill gap report for team members.
Tasks handled
 Active participation in configuration and addition of new customers in to monitoring tool or devices in
existing setup.
 Integration of new customer devices in Remedy Asset database records.
 Monitor the performance and throughput of IT services of customer data networks.
 Monitor and drive to resolution, performance issues highlighted by Customers or reporting mediums.
 Transitioning new projects and verifying Scope of Works.
 Using ca-spectrum tool for
- ICMP, SNMP monitoring
- System Health and parameter level monitoring.
- Managing customer network topology.
 Key role in migration project of monitoring tool HPOV to ca Spectrum.
Organization: Effietch Teleservices India Pvt Ltd. Mumbai
Duration: August 2004 to May 2006
Designation: Network Engineer
Client: Telebrands - UK
Tasks handled
 Configuration, Installation and Management of Cisco routers and switches.
 VLAN creation and User management.
 Maintenance of Nortel Call Center servers.
 Track and support Nortel Vendor escalations and ISP issues.
 Maintenance of LAN/WAN Network.
 Installation and maintenance of Desktops and Applications.
 Handled Customer support and Back office activities.
 Report generation for Clients.
 Involved in identifying, evaluating & developing product/technology presentation.
Organization: Multi Trek Systems, Mumbai
Duration: January 2004- Aug 2004
Designation: Hardware & Network Engineer
Tasks handled
 Installation of Network switches and Routers at customer locations.
 Hardware troubleshooting and installation.
 Desktops and Application maintenance support.
Organization: Technocrat Engineers, Pune
Duration: June 2001 – Dec 2003
Designation: Service Engineer
Client: TATA Motors, Telco, Bajaj Auto etc
Tasks handled
 Service Engineer and managed installation and maintenance of CO2 Welding Machines and SPM for
Automobile industries.

4. Skill Set
 Nortel Ethernet Routing Switches -
 Core and Stackable edge Data switches
 Nortel passport 1600.
 Non-stackable L2 switches.
 Nortel Secure Routers
 Nortel VPN routers –Contivity routers 1100,1050
 Cisco 1700, 1800, 2500, 2600, 2800, 3600 series Routers.
 Cisco 1900, 2900,3500,3700, 4500 series switches
 Routing protocols RIP, OSPF, EIGRP.
 VLAN, VTP, STP.
 BMC Remedy
 Protocols: TCP/IP, MLT, RSMLT, VRRP, SNMP, RIP, EIGRP, OSPF
 Operating Systems: Windows 2000, NT 4.0 and Windows 95, 98.
 Tools handled
 CA monitoring tool (Spectrum)
 Reporting tool (ehealth)
 HPOV
 Service-Now- ITSM monitoring and ticketing tool
 EMC2 APG performance report
Academia
 E-MBA from Institute of Management and Technology (IMT) Ghaziabad – 2012 with 1st
Division
 B.E. in Electronics, North Maharashtra University, India – 1999 with 1st
Division
Professional Certifications and Tranings
 ITIL V3 Foundation
 ITIL Intermediate – Service Operations (SO)
 CISCO Certified Network Analyst (CCNA)
 CISCO Certified Network Professional (CCNP) - Route
 Nortel Certified Design specialist. (NCDS)
 Nortel Certified Support Specialist. (NCSS)
 Advanced Diploma in Computer Hardware and Networking.
Trainings Attended
 Six Sigma Green Belt
 Nortel Converged Campus: Advanced Configuration and Maintenance. – Bangalore
 ISO 27000 Internal Auditor Training – Bangalore
Personal Details
Date of Birth : 14/02/1977
Passport No : M2814615
Permanent Address : G-3, Rock Regency, 1st
Cross, Kagaddasapura, Bangalore 560093