1. SHASHI SHEKHAR
Contact: 9899591913 E-Mail: sshekhar.cool@gmail.com
Management Professional
Service Delivery ~ Operations Management ~ Project Management ~ IT Strategy Planning ~
Infrastructure Management ~ Enterprise Solution
Location Preference: Delhi/ NCR
Career Snapshot
 IT professional with around 10+ years’ of experience in the areas of Service Delivery, Operations
Management, IT Infrastructure Planning, Project Management and Team Management.
 Strong Service Delivery skills
 Operations Management skill
 Project Management skills
 Strong focus towards Automation & Value Add
 Strong in developing PIP(Profit Improvement Plans), SIP(Service Improvement Plans), BCP(Business Continuity
Plans), KRA/KPA, CDP(Career Development Path)
 Strong technical skills in Exchange, Blackberry and MDM
 Expertise in planning IT strategies, incorporating, managing and driving start-up businesses during
associations with reputed business houses.
 Possess broad competence in strategic management of technical matters with the distinction of launching and
driving new IT initiatives, re-designing IT infrastructures and achieving organizational objectives.
 Adept in analysing information system needs, evaluating end-user requirements, custom designing solutions,
and troubleshooting any problems in the process.
 Adept in IT Infrastructure Management, Technology Resource Administration with experience of establishing
vendor networks, forging strategic alliances and partnerships.
 An ambassador of Change with the distinction of successful business process re-structuring, implementation of
business solutions in organizations within preset budgets and deadlines.
 An enterprising leader with the ability to train and motivate cross-cultural teams in optimising their
performance levels.
Core Competencies
Managerial
- Strategy Planning - Financial Management - IT Plans / Models
- Policy Formulation - Operational Strategies - New Initiatives / Set Ups
- Change Management - Driving Automation/Value Adds - Developing BCP
- Profit Improvement Plans - Service Improvement Plans - Developing KRA/KPAs
Technical
- Exchange 2003/10, Office 365 - Blackberry 5.0.4 - MDM (Airwatch)
- Strategic Planning & Management - Infrastructure Planning & Execution - IT Consulting
- Project Management - System Administration/Networking - Migration / Transition
- Technology Management - System Implementation & Design - Application / Product Support
- Vendor Management - Requirement Mapping - Quality and Compliance
- Technology Upgradations - IT Roadmap Creation - Business Analysis
- Risk Management - Team Management - Managed Services
- Skype for Business - Voice Over IP - Sharepoint

2. Functional Expertise
o Steer Service Delivery for the given account, with smooth operations
o Steer the management of IT department with focus on achievement of organisational targets as per budgeted
parameters.
o Formulate and execute Strategy and Implementation Plans for Business and IT.
o Driving Automation & Value Add throughout Groups
o Formulate PIP (Profit Improvement Plans), SIP(Service Improvement Plans, BCP(Business Continuity Plans)
o Define KRA/KPA for teams/managers
o Drive Trend analysis of incident/service requests
o Develop Business Continuity Plans to anticipate risk and guards against business disruption in case of
unforeseen events.
o Implementation of IT project plans within pre-set budgets and designing the complete infrastructure.
o Oversee development and implementation of Business Application Packages.
o Develop Business Contingency, Disaster Recovery Plan and Procedures.
o Analyse business needs and executing initiatives for establishment of IT Infrastructure
o Managing the installation, configuration & maintenance of servers, workstations, printers, network services and
peripherals on multiple platforms.
o Supervise the resolution of queries regarding the Information System / Software / Hardware & extending
onsite support to the clients including maintenance of hardware/software support.
o Resolve support / operational issues in liaison with Project Teams & Business Group.
o Oversee manpower planning, recruitment, performance management & training.
o Conduct users training in all aspects related to IT.
Technical Purview
o Lead team managing below technologies:
• Exchange 2003,2010, 2013, Office 365
• Chime
• Sharepoint 2013
• Voice over IP
• PMDF
• MDM (Mobile Device Manager) Airwatch- Solution Provider
• Blackberry Enterprise Server 5.0 and Blackberry 10
• Divide – 10 for Android Devices
• Skype for Business
• SQL 2000, 2005 and 2008
• Office Communicator Server 2007 R2
• Active-Sync
• Document Processing, Printing and Reporting
• MS-Project, Ms-Office
• Data Mining using Ms-Excel
• Adobe Reader, Flash Player
• BDR (Backup & Disaster Recovery) Zenith owned Product
Project Purview
o Lotus Notes to Exchange 2010 migration
o Exchange 2010 to Office 365 migration
o Skype for business Setup
o Sharepoint 2013
o Exchange 2003 to 2010 Migration, it included over 2,70,000 mailboxes
o New mergers
o Legacy server decomissioning
o Airwatch Project
o Blackberry 5.3 Migration Project
o Divide Project ‘Client Johnson & Johnson wants to bring in Android Device Support for End Users for which they
have selected Divide Application’
o Remedy Tool Launch ‘Zentih launched its own tool with pre-configured alerts and set of action to be trigerred
against them’
Career Highlights
Mar’10-Present: HCL, NOIDA

3. Assignments Handled:
Mar’10-Sep’12 Manager (IT) (HCL Comnet System)
Sep’12- Present Sr. Manager (IT) (HCL Technologies, IOMC)
Responsibilities:
o Ensuring Smooth Operations (Managed Services & T&M based projects/accounts)
o Ensuring SLAs are met as per contract
o Driving Value Add & Automation
o Meeting Service Delivery Excellence Parameters
o Developing PIP(Profit Improvement Plans)
o Developing SIP(Service Improvement Plans)
o Developing BCP (Business Continuity Plans)
o Developing and discussing CDP (Career Development Path) for individual resources/managers
o Defining KPA/KRA for managers & team members
o Drive Incident/Service Request trending & mitigating the recurring items
o Ensuring timely enhancement of skills for resources
o Handling group of multiple teams of 30 + members comprising of Managers, L2 and L3 resources for
Messaging, Sharepoint, Chime, Skype for Business, Lotus Notes, Voice over IP, MDM
o Working with the Technical teams to identify a solution
o Looking into incidents where service delivery does not match the highest standards.
o Providing accurate and timely service activity information to management.
o Acting as the central point of communication within the Service Delivery team.
o Constantly reviewing the company’s current service activities and processes.
o Performing root cause analysis to find out what is not working and why not.
o Coordinating, implementing and managing the delivery of services to key customers.
o Interacting with customers at a senior level to gain feedback and build relationships.
o Using the latest service management tools, techniques and trends to deliver services.
o Coming up with service improvement plans that are proven, practical and effective.
o Keeping accurate and appropriate administrative records, files and documentation.
o Producing management information and reports as required by Senior Management.
o Drive Capacity management,
o Planning future roadmaps with the upcoming technologies
o Responsible for generating reports on monthly and weekly basis as well as accomplishing Stack Ranking for
resources
o Ensuring team is following ITIL based Process, Change & Problem Management as well as SLAs of Incidents,
Tasks, Change
o Accountable for rating Annual Performance of resources as well as exploring training requirements for the team
and getting them allocated by the PMO
o Interviewing and recruiting new resources as well as planning for resource rotation and sharing KPAs and
Career Path with resources
Highlights:
o Efficiently:
• Migrated 2,50,000 mailboxes from exchange 2003 to 2010
• Migrated 21000 users from BES 4.1 to 5.0.1 (Johnson & Johnson)
• Launched Airwatch support (Johnson & Johnson)
• Transferred 24000 non-managed iPhone users to MDM
• Migrated of 13000 non managed IOS users to Managed Users
o Attained 100 % SLA, Customer Satisfaction as well as Accolades from Partner
o Honoured with:
• Awarded for driving team to come up with Value Add & Automations worth 3 Million $ in just 5
months.
• OInfinity “Hall of Fame” Member, 6th
year consecutively
• Comnet Jewel Award 6 time (Silver) for monthly and 12 time (Gold) quarterly performance
• Effectively executed:
• Enterprise solution with Airwatch for giving a better control on the mobility infrastructure to the end
user and administrators
• BES 5.0.1 migration from BES 4.1 with over 21000 users globally (16 BES)
• Migration of non-managed iPhone users to MDM (24000 Users)
o Actively participated in all phases of architecture design for MDM
o Provided inputs for better vendor management in the meeting organized by the PMOs

4. o Coordinated with the Desktop Team so as to resolve Outlook issues causing problem for BlackBerry
Synchronization
Oct’08-Mar’10: Zenith Infotech Ltd., Mumbai as Server Engineer
Responsibilities:
o Involved in planning of installation/ up-gradation / migration of BES 5.0 with Exchange 2003/ 2010
o Effectively supported the RTM (Real Time Monitoring) team in analysing the critical events
o Generated documents and assisted the engineering team in the development of real time monitoring software
for BES
o Efficiently resolved reported errors as well as analysed the Server Logs
o Managed and delivered Service Support for BES (4.0/4.1/5.0)
o Trained:
• L1 & L2 Tech's on BES software and firmware
• New recruits on the Disaster Recovery Tools
o Developed new tool and deployed it on the BES so as to handle and prevent the errors
o Significantly handled Virtualization and Disaster Recovery Cases
o Provided Zenith’s Own Product NAS and ARCA Support to the Clients through Chat and Phone Support
o Resolved performance related issues of the servers
o Served as a part of the team responsible for the newly Developed Product “Cloud Computing”
Highlights:
o Efficiently trained L2 team for blackberry support
o Developed tool for incident creation and solution visioning as a part of project team
o Recognized as best in the business for blackberry solution by the Managers
o Significantly managed the technical project
Previous Assignments
Oct’07-Sep’08: Indiabulls Financial Services Ltd., Gurgaon as System Administrator
Apr’06-Sep’07: Wipro Infotech Ltd., New Delhi as Desktop Engineer
Highlight:
o Awarded as Best FME Engineer
Education & Certifications
o MCA from Shobhit University, 2016 (Final result awaited)
o PGDBA in Operations from , Symbiosis University Pune in 2010
o Bachelors in Information Technology from IGNOU, Patna in 2004
Other Credentials:
o Certifications:
• ITIL v3 Foundation in 2010
• MCP/MCSE/MCSA (Microsoft) in 2005
Trainings
o Trainings:
• OCS 2007 R2 Internal Training conducted by HCL
• MDM-Airwatch Internal Training conducted by Partner Johnson & Johnson
Other Credentials:
o 35 contact hours classes completed for PMP
Extramural Engagements
o Actively involved in donating blood in ‘Blood Camps’ organized in the company (Lion, Red+, Novelty)
o Served as a Member of ‘Power of 1’; contributed Re1 every day, since last 7 years
Personal Vitae
o Date of Birth: 26th
January 1985

5. o Permanent Address: I-1303, J M Orchid, Sector 76, Noida 201301
o Languages Known: English and Hindi

6. o Permanent Address: I-1303, J M Orchid, Sector 76, Noida 201301
o Languages Known: English and Hindi