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VIJAY SAMUAEL
: +919739785989:vijaysamuael@gmail.com
IT PROFESSIONAL – OPERATIONS ~ PROJECT~ DELIVERY
ITIL Foundation Certified in Service Management with Over 9.5 years’ chronicle of success in the IT Infrastructure
Services including onsite experience of 1.5 years
PROFILE SUMMARY
 Forward-focused IT professional with expertise in Project Coordination, Project Execution & Control, People
management, Operations, Delivery, Planning, Risk Management, Process Analysis, Process Improvement, Quality
Assurance and Strategic operations Management.
 Currently associated with Cognizant Technology Solutions as Technical Lead
 Solid understanding & expert knowledge of investigating, analysing, designing, developing and implementing
operational disciplines/guidelines, processes and procedures related to IT services
 Excellent technical skills with proven abilities in managing project lifecycle from articulating run books, knowledge
transfer, guided support to final implementation and customer training
 An excellent strategist & implementer with expertise in coordinating with the internal IT organization and vendors
to ensure all operations and business continuity
 An effective communicator with honed planning, interpersonal, analytical and problem solving skills
CORE COMPETENCIES
Project Coordination | People Management |Project Execution and Control | Process Analysis | Process Improvement |
Quality Assurance | Strategic operations Management | Client Relations | Data Center Operations | Noise Analysis and
reduction | Effective Communication Skills | People Leadership | Decision Making skills | Team Management | Delivery
industrialization | Analytical Skills
TECHNICAL COMPETENCIES
Platforms: Windows 2000, 2003 Server, Windows XP, Vista and SevenUNIX, Citrix
Hardware: HP, IBM, Dell, and Intel Based Server and Desktop Platforms, Cisco 2500, Switches, Hitachi Storage systems,
IBM Mainframes
Networking: TCP/IP, Wireless 802.11 a/b/g and n, DNS, DHCP, Bluetooth, VPN
Technology: Catch Point, Omniture, Service Awareness, Autosys 4.5 and R11, Symantec Netback up 7, Web trends
7.5b MS Dynamics AX, IBM Tivoli Net cool and Remedy 7
Programming Languages: C/C++, COBOL, FORTRAN & Pearl
KEY DELIVERABLES ACROSS TENURE
 Played a Stellar role in De-Commissioning Widows Servers, IBM Mainframe System Z9 , EMC Celera , EMC Clariion,
EMC Symmetrix DMX and other Hardware’s which were not in use
 Commissioning of IBM Main Frame Z10, EMC Data Domain, Hitachi VSP and HANA storage systems.
 Migrated 200+ users from BMC remedy tool to OIV ticketing tool (Operational Intelligence Visualization)
 Worked with IBM Engineer and did an Inventory of 3 Data centres (Uxbridge, Swindon & Greenwood) and
updated the availability data of racks and data centres spaces and helped save the customer of maintenance
charges.
 As a Project Co-ordinator independently steered setting up of service desk and NOC (Network Operation Center
for Loblaw in Mississauga, Canada in the client location.
 Prepared a knowledge base on every device and its actual location and analysed what applications run on them,
their model , OS version, Warranty, POC’s and the pictures of the device
 Worked with multiple teams and vendors’ to collect details on the devices (IBM, Hitachi, EMC, HP, Dell, Data
Domain, and Suttons & Iron Mountain)
 Liaised with many individuals involved in commissioning and de-commissioning the legacy devices and systems in
Loblaw data Center.
 Reduced 60% of noise analysing alerts and saved $35,000 in revenue for the customer at Comcast
 Co-ordinated with tools team in automating daily reports on server-stats, Health Checks, disk clean up, performing
IIS reset and Network Failover
 Updated the dashboard to show the health of the system and stakeholders can be reported in a click of a button
 Received appreciation for Leading the team which maintained 100% Customer Experience for 1 whole month
providing technical assistance to UK small business customers at Dell International Services
 Worked with start-ups like travel guru, yaatra.com on Web Analytics and with NIC (National Informatic Center) at
Meta InfoTech and Created profiles for close to 1500 websites
 Installed Packeteer Box (Packet Seeker) to monitor network and hosts of the Organization at UDHE Chemicals
 Involved in installing Riverbed 1010(Steel Head) data compressing device and demonstrated Webtrends, Packeteer
and Riverbed application and devices at Hitachi India (Delhi)
ORGANIZATIONAL PROJECT EXPERIENCE
COGNIZANT TECHNOLOGY SOLUTIONS (Since Aug 2009)
Technology: WINDOWS, Infrastructure Management
Role: Technical Lead
Project Name: Comcast Cable Communications, Inc. Apr 2014 – Current
 Acting as Tower Lead for e-commerce applications support, People Management role and strictly abiding to the
SLAs offered to the project.
 Overseeing Customer Operating Environment, adherence to process and meeting committed Service Levels as per
the Contract and SOW.
 Demonstrating continuous improvement on Service Levels and Conducting reviews with the clients and external
vendors, and participating in Internal Reviews with Management
 Projecting resource requirement and coordinating with hiring team
 Improving the Climate, Culture and Satisfaction of Employees
 Ensuring adequate staffing as per the requirement and Leave Management
 Identifying skill enhancement plan for team and its implementation. Establishing career paths and defining process
for career management
 Following appropriate escalation channels and documenting all process related issues and minimizing customer
complaints and escalations
 Ensuring no Service Penalty is incurred due to the Service Levels provided by the team
 Monitoring, tracking and closing all non-compliances related to Quality and IT Security findings
 Ensuring compliance to Privacy Policy, Data Security Policy and other Business Controls oriented towards high
integrity and work ethics.
Project Name: Loblaw’s Inc. Canada Sep 2012 – Mar 2014
 Acted as project manager and assisted management in promoting a solid, positive team
 Oversaw operational processes, procedures and disciplines to streamline Data Centre & NOC operations
 Involved in development of contingency plans for software, hardware and applications, as well as the management
and facilitation of actual contingency situations for the organization
 Implemented procedures to ensure business applications continue to function through disruptive incidents and
participated in the Problem Management functions
 Implemented operational disciplines/guidelines, processes and procedures related to IT services
 Facilitated critical production situations to minimize impact to the business
 Reviewed major implementations for production requirements
 Conducted application walkthroughs for awareness and established expectations
Project Name: Marks and Spencer plc. United Kingdom Jan 2011 – July 2012
 Maintained the Data Centre environment and provided DC environmental support and maintenance; Coordinated
data backup, media management, and storage related activities
 Coordinated with projects and programs with third party service providers that support the maintenance of
buildings and critical infrastructure systems
 Handled space planning, and design, and implementation of projects including the installation of IT systems,
electrical infrastructure and associated dependencies
 Provided expert consultation and technical lead for development of data Center projects
 Liaised with the internal IT organization and vendors to ensure all operational objectives are accomplished in a
cost effective and seamless manner.
 Implemented recommendations and provided technical advice to client on physical environment, security and best
practices
 Supported computer operations by controlling production applications monitoring system resources and response
time and providing first line support for operational problems
Project Name: Emdeon Business Services, Bangalore Aug 2009 – Dec 2010
 Handled Data Centre Management Services, Netcool Monitoring, Network Link down Issues, Backup & Storage
 Managed Event & Incident Management and Participated in CAB and approver of Changes/Maintenance related
to Infrastructure
UNISYS GLOBAL SERVICES INDIA (Jan 2009 – May 2009)
Technology: WINDOWS
Project Abstract: Technical Support
Role: Support Analyst 2.0
 Handled Problem Isolation and updated Management in instances of major outages, identified and minimized
similar incidents.
 Managed Incidents and Complaints for the desk and processed reports to Team Manager
 Analyzed the team performances and maintained team stats
 Attended calibration calls for weekly and monthly performance of agents and process
 Oversaw call monitoring tool like Nice to analyze and monitor the calls
 Followed up on higher priority faults generated by the Service Desk and resolved within TFT
 Conducted Conference Calls on Service Delivery and Introduction.
 Performed regular Quality check on the Knowledge base and added latest updates to the same through
Document Control System
DELL INTERNATIONAL SERVICES, Bangalore (Feb 2007 – Dec 2008)
Technology: WINDOWS
Project Abstract: Technical Support
Role: Senior Technical Support Associate
 Oversaw Hardware Issues related Desktops, laptops/Notebooks, Windows XP & Vista operating system issues,
Network issues, Wi-Fi & Bluetooth configuration, Drivers update, BIOS Flash
 Handled RAID 0 & 1 Configuration
METAINFOTECH PVT LTD, Mumbai & Delhi (Oct 2005 – Oct 2006)
Technology: Web Analytics and Networking
Project Abstract: WAN Management, Bandwidth Optimization & Web analytics
Role: Technical Support Executive
 Managed Installation of networking devices, Bandwidth optimization devices – Packeteer
 Used Data Compression devices – Riverbed (Steel Head), Web analytics software tool – Web Trends & data
reporting and maintenance
 Supported NIC Data Center Delhi, For Web analytics tool, web trends, enterprise version 7.5b, in a distributed
architecture, created more than 1500+ profiles for websites of NIC
 Handled Web trends Installation for TravelGuru.com, Web trends Installation for Yatra.com
 Installed riverbed Steel head 1010 in Leighton Mumbai and Hitachi India Pvt Ltd. Delhi
 Oversaw Installation of Packeteer in UDHE Chemicals Mumbai
PROFESSIONAL QUALIFICATIONS
B.Sc. – Bachelor of Science, University of Mysore – Karnataka, 2002
Certifications& Trainings:
 ITIL Foundation Certified in Service Management, 2013
 Trained in ITIL Service Operations, 2014
 Trained in Six Sigma and Lean Manufacturing Process, 2012
 Microsoft Certified Professional, 2009
 Microsoft Certified Desktop Support Technician, 2009
PERSONAL DETAILS
Date of Birth: 07 Jan 1981
Languages Known: English, Hindi and Kannada
Passport: H9079662
Address: #43, 2Cross, Mathru layout, Yelahanka New town, Bangalore -560064

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IT Professional with 9+ Years of Experience in Operations, Project Delivery and People Management

  • 1. VIJAY SAMUAEL : +919739785989:vijaysamuael@gmail.com IT PROFESSIONAL – OPERATIONS ~ PROJECT~ DELIVERY ITIL Foundation Certified in Service Management with Over 9.5 years’ chronicle of success in the IT Infrastructure Services including onsite experience of 1.5 years PROFILE SUMMARY  Forward-focused IT professional with expertise in Project Coordination, Project Execution & Control, People management, Operations, Delivery, Planning, Risk Management, Process Analysis, Process Improvement, Quality Assurance and Strategic operations Management.  Currently associated with Cognizant Technology Solutions as Technical Lead  Solid understanding & expert knowledge of investigating, analysing, designing, developing and implementing operational disciplines/guidelines, processes and procedures related to IT services  Excellent technical skills with proven abilities in managing project lifecycle from articulating run books, knowledge transfer, guided support to final implementation and customer training  An excellent strategist & implementer with expertise in coordinating with the internal IT organization and vendors to ensure all operations and business continuity  An effective communicator with honed planning, interpersonal, analytical and problem solving skills CORE COMPETENCIES Project Coordination | People Management |Project Execution and Control | Process Analysis | Process Improvement | Quality Assurance | Strategic operations Management | Client Relations | Data Center Operations | Noise Analysis and reduction | Effective Communication Skills | People Leadership | Decision Making skills | Team Management | Delivery industrialization | Analytical Skills TECHNICAL COMPETENCIES Platforms: Windows 2000, 2003 Server, Windows XP, Vista and SevenUNIX, Citrix Hardware: HP, IBM, Dell, and Intel Based Server and Desktop Platforms, Cisco 2500, Switches, Hitachi Storage systems, IBM Mainframes Networking: TCP/IP, Wireless 802.11 a/b/g and n, DNS, DHCP, Bluetooth, VPN Technology: Catch Point, Omniture, Service Awareness, Autosys 4.5 and R11, Symantec Netback up 7, Web trends 7.5b MS Dynamics AX, IBM Tivoli Net cool and Remedy 7 Programming Languages: C/C++, COBOL, FORTRAN & Pearl KEY DELIVERABLES ACROSS TENURE  Played a Stellar role in De-Commissioning Widows Servers, IBM Mainframe System Z9 , EMC Celera , EMC Clariion, EMC Symmetrix DMX and other Hardware’s which were not in use  Commissioning of IBM Main Frame Z10, EMC Data Domain, Hitachi VSP and HANA storage systems.  Migrated 200+ users from BMC remedy tool to OIV ticketing tool (Operational Intelligence Visualization)  Worked with IBM Engineer and did an Inventory of 3 Data centres (Uxbridge, Swindon & Greenwood) and updated the availability data of racks and data centres spaces and helped save the customer of maintenance charges.  As a Project Co-ordinator independently steered setting up of service desk and NOC (Network Operation Center for Loblaw in Mississauga, Canada in the client location.  Prepared a knowledge base on every device and its actual location and analysed what applications run on them, their model , OS version, Warranty, POC’s and the pictures of the device  Worked with multiple teams and vendors’ to collect details on the devices (IBM, Hitachi, EMC, HP, Dell, Data Domain, and Suttons & Iron Mountain)  Liaised with many individuals involved in commissioning and de-commissioning the legacy devices and systems in Loblaw data Center.  Reduced 60% of noise analysing alerts and saved $35,000 in revenue for the customer at Comcast  Co-ordinated with tools team in automating daily reports on server-stats, Health Checks, disk clean up, performing IIS reset and Network Failover  Updated the dashboard to show the health of the system and stakeholders can be reported in a click of a button  Received appreciation for Leading the team which maintained 100% Customer Experience for 1 whole month providing technical assistance to UK small business customers at Dell International Services
  • 2.  Worked with start-ups like travel guru, yaatra.com on Web Analytics and with NIC (National Informatic Center) at Meta InfoTech and Created profiles for close to 1500 websites  Installed Packeteer Box (Packet Seeker) to monitor network and hosts of the Organization at UDHE Chemicals  Involved in installing Riverbed 1010(Steel Head) data compressing device and demonstrated Webtrends, Packeteer and Riverbed application and devices at Hitachi India (Delhi) ORGANIZATIONAL PROJECT EXPERIENCE COGNIZANT TECHNOLOGY SOLUTIONS (Since Aug 2009) Technology: WINDOWS, Infrastructure Management Role: Technical Lead Project Name: Comcast Cable Communications, Inc. Apr 2014 – Current  Acting as Tower Lead for e-commerce applications support, People Management role and strictly abiding to the SLAs offered to the project.  Overseeing Customer Operating Environment, adherence to process and meeting committed Service Levels as per the Contract and SOW.  Demonstrating continuous improvement on Service Levels and Conducting reviews with the clients and external vendors, and participating in Internal Reviews with Management  Projecting resource requirement and coordinating with hiring team  Improving the Climate, Culture and Satisfaction of Employees  Ensuring adequate staffing as per the requirement and Leave Management  Identifying skill enhancement plan for team and its implementation. Establishing career paths and defining process for career management  Following appropriate escalation channels and documenting all process related issues and minimizing customer complaints and escalations  Ensuring no Service Penalty is incurred due to the Service Levels provided by the team  Monitoring, tracking and closing all non-compliances related to Quality and IT Security findings  Ensuring compliance to Privacy Policy, Data Security Policy and other Business Controls oriented towards high integrity and work ethics. Project Name: Loblaw’s Inc. Canada Sep 2012 – Mar 2014  Acted as project manager and assisted management in promoting a solid, positive team  Oversaw operational processes, procedures and disciplines to streamline Data Centre & NOC operations  Involved in development of contingency plans for software, hardware and applications, as well as the management and facilitation of actual contingency situations for the organization  Implemented procedures to ensure business applications continue to function through disruptive incidents and participated in the Problem Management functions  Implemented operational disciplines/guidelines, processes and procedures related to IT services  Facilitated critical production situations to minimize impact to the business  Reviewed major implementations for production requirements  Conducted application walkthroughs for awareness and established expectations Project Name: Marks and Spencer plc. United Kingdom Jan 2011 – July 2012  Maintained the Data Centre environment and provided DC environmental support and maintenance; Coordinated data backup, media management, and storage related activities  Coordinated with projects and programs with third party service providers that support the maintenance of buildings and critical infrastructure systems  Handled space planning, and design, and implementation of projects including the installation of IT systems, electrical infrastructure and associated dependencies  Provided expert consultation and technical lead for development of data Center projects  Liaised with the internal IT organization and vendors to ensure all operational objectives are accomplished in a cost effective and seamless manner.  Implemented recommendations and provided technical advice to client on physical environment, security and best practices  Supported computer operations by controlling production applications monitoring system resources and response time and providing first line support for operational problems Project Name: Emdeon Business Services, Bangalore Aug 2009 – Dec 2010  Handled Data Centre Management Services, Netcool Monitoring, Network Link down Issues, Backup & Storage  Managed Event & Incident Management and Participated in CAB and approver of Changes/Maintenance related to Infrastructure
  • 3. UNISYS GLOBAL SERVICES INDIA (Jan 2009 – May 2009) Technology: WINDOWS Project Abstract: Technical Support Role: Support Analyst 2.0  Handled Problem Isolation and updated Management in instances of major outages, identified and minimized similar incidents.  Managed Incidents and Complaints for the desk and processed reports to Team Manager  Analyzed the team performances and maintained team stats  Attended calibration calls for weekly and monthly performance of agents and process  Oversaw call monitoring tool like Nice to analyze and monitor the calls  Followed up on higher priority faults generated by the Service Desk and resolved within TFT  Conducted Conference Calls on Service Delivery and Introduction.  Performed regular Quality check on the Knowledge base and added latest updates to the same through Document Control System DELL INTERNATIONAL SERVICES, Bangalore (Feb 2007 – Dec 2008) Technology: WINDOWS Project Abstract: Technical Support Role: Senior Technical Support Associate  Oversaw Hardware Issues related Desktops, laptops/Notebooks, Windows XP & Vista operating system issues, Network issues, Wi-Fi & Bluetooth configuration, Drivers update, BIOS Flash  Handled RAID 0 & 1 Configuration METAINFOTECH PVT LTD, Mumbai & Delhi (Oct 2005 – Oct 2006) Technology: Web Analytics and Networking Project Abstract: WAN Management, Bandwidth Optimization & Web analytics Role: Technical Support Executive  Managed Installation of networking devices, Bandwidth optimization devices – Packeteer  Used Data Compression devices – Riverbed (Steel Head), Web analytics software tool – Web Trends & data reporting and maintenance  Supported NIC Data Center Delhi, For Web analytics tool, web trends, enterprise version 7.5b, in a distributed architecture, created more than 1500+ profiles for websites of NIC  Handled Web trends Installation for TravelGuru.com, Web trends Installation for Yatra.com  Installed riverbed Steel head 1010 in Leighton Mumbai and Hitachi India Pvt Ltd. Delhi  Oversaw Installation of Packeteer in UDHE Chemicals Mumbai PROFESSIONAL QUALIFICATIONS B.Sc. – Bachelor of Science, University of Mysore – Karnataka, 2002 Certifications& Trainings:  ITIL Foundation Certified in Service Management, 2013  Trained in ITIL Service Operations, 2014  Trained in Six Sigma and Lean Manufacturing Process, 2012  Microsoft Certified Professional, 2009  Microsoft Certified Desktop Support Technician, 2009 PERSONAL DETAILS Date of Birth: 07 Jan 1981 Languages Known: English, Hindi and Kannada Passport: H9079662 Address: #43, 2Cross, Mathru layout, Yelahanka New town, Bangalore -560064