1. AMBROSE NAVEEN VEIGAS
Mobile: +91 9731610073 E-Mail: ambroseveigas123@gmail.com
Address: #037, H Block Adithya Sollievo Apartments, Nallurhalli main Road Whitefield Bangalore -66
CAREER OBJECTIVE
Looking for a management position with a company that will utilize my previous experience and skills to
meet business objectives and support commitments to customer engagement, employee development
and continuous improvement in the area of Information technology Infrastructure Services (ITIS) and
Project/ Program Management (PMI) and Service Delivery Management (ITIL)
CAREER SNAPSHOT
• Result oriented professional with proven track record with over 12 years of experience in IT Industry.
• Handled diverse functions of verticals such as Information Technology Infrastructure services(IT IS), ITES
technical support and customer service for BFS, Retail, Energy & utility and information technology
• Highly skilled in project management and program management, service management , service delivery
for end user computing and desktop engineering (EUC), data centre management (Network, Server,
Storage backup, Database and VMware), service desk management, deployment and environment
services and remote desktop support
• Competent in handling project management process groups as per PMI standards
• Handled service delivery and service management as per ITIL framework
• Microsoft Certified Professional (MCP), Information technology infrastructure Library (ITIL) Certified, DELL
certified technician
• Currently a part of the TCS PMCOE (Program Manager) team
• Pursuing PMP and earned 35 PDU’s from PMCC – India
OVERSEAS DEPUTATION
• Travelled to Germany to take care of the Infrastructure services activities for TCS delivery Centre
Dusseldorf.
• Travelled to UK for transitioning windows 7 Migration Activities for PWC UK Project.
• Travelled to Canada Calgary on TransAlta Project for transition of Blackberry, SCCM and MDT and
Windows 7 Migration Activities as a transition lead
• Travelled to Melbourne Australia for Setting up Deployment and Environment Services for ME Bank
Customer and Product Transformation Project as a technical and process lead
EMPLOYMENT SCAN
Assistant Consultant with Tata Consultancy Services Pvt Ltd, Bangalore Dec’07 to Date
Advanced Resolution Expert with Dell International services Pvt Ltd, Bangalore Aug’05 - Nov’07
Customer service Executive with MphasiS India Pvt Ltd, Bangalore Jan ’04 - Jul’05
Service Engineer with Highland Computers Mangalore Nov’01 - Nov’ 03

2. CORE COMPETENCIES
Project
Management
Tools & Technologies IT Service
Management
Certifications Relationship
Management
• PMI and ITIL V3
Foundation
• Risk
Management
• Project Cost
Estimation
• Resource
Allocation and
Planning
• RACI Matrix
• Maintaining
RAID log
• MS Office: 2007 &
2010
• MS Project 2010
• SCCM 2007
• Temenos-T24
• Remedy
• CA Desktop
• SVN
• MDT
• TCS master craft
• CCM. Net
• WebEx
• Go-To Assist
• Double take
• Service Level
management
• Capacity
Management
• Availability
Management
• Incident
Management
• Change
Management
• Problem
Management
• Resource
Management
• ITIL V3
FOUNDATION
• MCP
• DELL
Certified
Technician
• Customer
Relationship
Management
EXPERIENCE
Tata Consultancy Services Ltd
Project I: Supervalu Project -Retail
Role : Project Manager-Service Delivery
I was responsible for overall delivery of projects against agreed scope, budget, schedule & customer
expectations, doing this whilst supervising, directing & motivating team members and also the customer
relationship management.
Responsibilities
Monitoring project risks and scope creep to identify potential problems and pro actively identifying
solutions to address them in advance.
• Reporting senior managers on improvement plan progress
• Deliver projects and solutions on time, on budget with a key focus toward global standards and compliance
• Continuously evaluate and maintain local SOX, audit, global standards, policy and compliance by ensuring self-
checks are performed regularly
• Managed a team of 105+ insourced and outsourced staff
• Goal setting and Performance appraisal.
• Prioritize and provide direction to the Data Center Operations regarding the delivery of services to meet SLA
and specified requirements.
• Delivering services in accordance with service level agreements
• Interacting with customers at senior level
• Coming up with service improvement plans
• Evaluate technology risks, ensure that mitigation plans are in place and escalate when necessary.
• Managing budgets against set targets (Target 46% Achieved 53%)
• Stakeholder Management

3. • Negotiating Service Level Agreements
• Managing Weekly and Monthly governance calls(Service Delivery Status Report)
• Carrying out business impact analysis studies
• Assisting Project support teams as required
Project Manager -Supervalu Data Centre Life cycle Project
Roles and Responsibilities
• Developed a project charter as per PMI standards
• Validated Project Scope for Data Migration Project.
• Managed Triple constraints of Project (Quality Cost and Schedule)
• Developed Project Schedule for DC Migration as per Critical Chain path.
• Designed developed Project Documents(Project Plan,Project Management Plan,Assumption Log,Change
Log,Risk Log,Communication plan and training plan)
• Ensure that solution design and evaluations are thorough and accurate, including service level agreements,
regulatory mandates, and scope of services
• Stakeholder Management
• Developed Project plan and Project Management plan
• Analyse and Review Documents and SOW
• Developed a project schedule for P2V, V2V & P2P by using MPP
• Created a Work breakdown structure (WBS)for Data Centre Migration
• Updating MSPS on daily basis and driving weekly & monthly governance meeting
• Ensure the deliverables are met as per the schedule
• Project Planning for P2V V2V P2P and SQL 1 to Many Migration
• Developed Communication Planning
• Task Assignment and resource planning and schedule Adherence and Status Reporting
• Internal & external stakeholder management
• Maintaining RAID log
• Designed RACI matrix for network, server, storage, backup, database and service management towers
• Escalating promptly any issues that may impact operations.
• Managing client expectations by ensuring the delivery of the highest quality service
• Acting on client feedback, Monitoring staff & team performance.
• Project Closure report and sign off
Project II: Credit Suisse – Application Production Support IBPTG - BFS
Role : Project Manager/ Operations Manager
I was responsible for maintaining the availability of over 100(Intellimatch ETL PL SQL etc...) applications for Credit
Suisse users on 24/7 Environment. Ensure IT/Operations ITIL policies and processes comply with business strategy,
goals and SOX Compliance
Responsibilities:
• Manage team to ensure all contractual obligations are being met as well as management of SLAs. Ensuring
SLA commitments are made to the business, as well as completing RCAs and have appropriate action plans in
place as required

4. • Responsible for achieving and maintaining high levels of customer satisfaction for credit Suisse Line Managers
Globally (APAC EMEA and US)
• Identify and develop client demand for new solutions
• Incident Management ,Capacity Management, Availability Management, Change Management and Problem
Management
• Operate within an annual budget approved by the Management/Business
• Service Design and OPS IT Stabilization
• Recruit, retain, motivate, manage and lead a strong team of qualified individuals such that departmental
goals are achieved
• Ensure appropriate reporting and metrics are being delivered
• ITSM Remedy Ticket Management
• Bach Monitoring, Scheduled Task and Managed Objects Management
• Weekly and Monthly Governance Updates to CS Line managers
• Issue Log analysis & providing Service Improvement plans
• Weekly and Monthly SLA reporting & trending
• Preparing Skill Matrix
• T&M Billing as per the Shift Rota
• Team management team size (60)
• Resource Management and People Management
Project III: Members Equity Bank –Transformation Customer and Product – BFS
Role : Process/Technical Lead (SDLC)
I was responsible for managing the deployment and environment services calendar for all customer &
product environments. Coordinate with Members Equity bank application teams to ensure that they
setup their respective environments as per the published environment calendar
Responsibilities:
• Setting up of Environment for SIT, DEV and UAT. (MS SQL DB and Windows 2012 Server)
• Defining Deployment Process
• Defining the Work flow for Ticketing tool (ALM)(TCS Master craft)
• Change Management
• Installation and house-keeping of T24 Non Production Environments
• Installation and house-keeping of Non Production environments for applications that are developed /
customised by TCS
• Deployment Services for relevant application patches
• OS Administration and patching services (Windows Server 2012)
• Collaborate with partner Systems to setup connectivity for T24, AML and Insight as well as TCS Owned
applications – for DEV, UAT and DR testing
• T24, Insight COB Execution during SIT and UAT executions
• Housekeeping of the Non Production environments
• Infrastructure provisioning of Non Production environments
• Production Setup for the Temenos Suite and the applications that are developed / customised by TCS
Project IV: TransAlta Corporation –End User Computing – Energy and Utility
Role : Team Lead/Project Lead
I was responsible for meeting the Service Level Agreement for all he Remedy Tickets and also Building Images and
Application Packaging and Also attend the CAB meeting on regular basis to update the change raised for Patch
Management.

5. Responsibilities:
• People Management (team size 50)
• Work closely with the Operational staff, Shift Leads and Service Delivery Managers to ensure all defined
operational procedures are documented and filed for reference
• Desktop Engineering, Image Management and Application Packaging.
• Participated in end-to-end solution provisioning for Service Desk, End User Computing, Service Management
• Performs proofs-of-concept as needed to determine technology solutions
• Responsible for Meeting SLA as per client requirement.
• Handling the SCCM 2007 with WSUS and MDT Integration for End User Computing.
• Completed Transition for SCCM 2007 And Blackberry for TransAlta
• Imaging and Testing Applications
• Migration from Windows XP and Windows 7
• SCCM 2007 R2/R3 Administration
• Creating Collections and Software Distribution
• Software updates
• Infrastructure compatibility testing (ICT)
• Application compatibility testing (ACT)
• Operating system Deployment and Patch Management
• Knowledge on Configuration and Integration of SCCM with Active Directory 2008 R2
Project V: TCS Global Helpdesk –Service Desk – Internal IT
Role : Network/System Administrator
I was responsible for setting up 3 new teams within TCS global helpdesk namely L1, L2 and L3 Blackberry
Support team and L3 MacAfee end point encryption support team. Set up offshore IDM team and also
implemented ITIL Framework for CCM.net Ticketing tool.
Responsibilities
• Handling Incident, problem and change management tickets raised by TCS Internal associates (Onsite and
Offshore)
• Ensures endpoint platforms and tools are at current versions, patched regularly to maintain support and
reduce risk and SW license compliance
• Reviews vendor contracts and provides input to management
• Responsible for ensuring SW licensing and asset HW/SW inventory information is accurate and compliant
• Implementing the approved change requests
• Configuration and trouble-shooting of Lotus Notes issues
• Installation, configuration and trouble-shooting of collaboration related issue
• Installation and trouble-shooting of TCS Internal SOE software
• Handling service requests/incidents raised for Network/Hardware/Collaboration related issue
• Troubleshooting OS related issues and Ultimatix oracle application issues
• Supporting blackberry issues related to password reset, account creation, host routing table issues, service
book issues, calendaring issue and BES administration
• Supporting networking issues related to adding the systems to the domain, printer configuration, creating FTP,
home drive creation and mapping home drives and wireless issues

6. • Supporting messaging issues in related to Installation and configuration of Lotus Notes, Troubleshooting Lotus
Notes issues, Webmail issues, Re-certifying the idfile
• Creation and managing Distribution List, Mail in database and Functional ID.
• Supporting Windows Domain issues related to Domain account lockout, Enabling Domain account and reset
password CD/DVD/USB Drive access.
• Supporting Laptop Disk Encryption issues related to MacAfee End Point Encryption Administration Level 3
Support, Database Management ,Access and delegation Troubleshooting EEPC Issues
• Supporting all types of Hardware and software issues related to MS Office applications, MS Project and MS
Visio. Installing and troubleshooting same time issues. Siebel CRM issues. Installing and troubleshooting VPN
issues
• Interacting with vendors for any Hardware issues
• Installation, up gradation and troubleshooting of Windows XP/Vista/Windows7 family of operating systems
and management of Active Directory
Dell International Services
Project I: US Customer Technical Support
Role: Advanced Resolution Expert
I was responsible in providing hardware and software support by means of calls, emails and remote desktop
support. During this tenure I have handled multiple support groups like desktop computers, laptop – Inspiron and
latitude and Dell XPS portable systems
Responsibilities:
• Providing Resolution for every hardware and software issues for the US customers.
• Configuring Dell and the 3rd
party Wireless Routers (LINKSYS, D-link & Netgear)
• Formatting HDD and Re-installing the Operating Systems. Hardware and Software Support for Dell notebooks
(Laptop) and Desktops
• Software Support (Operating systems, Spyware, Virus, 3rd
Party applications, wireless network)
• Resolving issues with the help of Remote Assistance
• Software and the Hardware support for Wireless card for both dells And the Intel pro wireless cards.
Awards:
• DELL Customer advocate award for Voice of the customer – Q1 ‘06
• Certification of excellence for awesome customer experience ANIRR –topper (79.17%) –Q2’06
• Certification of excellence for awesome customer experience ANIRR- Champion (86.15%)- Q1’07
• Certification of excellence for awesome customer experience CE Topper -7 Surveys (100%)- Q3’0
MphasiS India Pvt Ltd
Project I: Abbey-Voice, UK Banking
Role: Customer Service Executive
I was responsible for providing Customer service for Abbey personal and telephone banking customers.
As a SME, I have trained a new batch of 25 people on process training.
Responsibilities:
• Taking inbound calls for personal and telephone banking

7. • Setting up and making bill payments as per customer requirements
• Setting up standing order instructions as per customer requirements
• Setting up direct debits as per customer instructions
• Issuing new cheque books for the customers and also cancelling and stopping the cheques as per customer
instructions
• Waiving over draft and cheque bounce charges based on credit rating of the customer
• Handing escalation calls
Achievements:
• Received a certificate of achievement for Best quality scores for the month of May’04
• Received best SME award for training the new batch
• Recognised as top 6 SME performer
Highland Computers
Role: Service Engineer
I was responsible for assembling desktop computers for the customers also managing the internet café.
Responsibilities:
• Assembled desktop computers as per customer requirement
• Installing Windows operating systems and drivers
• LAN Printer Configuration
• Installation of third party software as per customer requirements
• Installation of gaming software as per customer requirements
• Troubleshooting virus issues –Symantec and MacAfee
EDIFICATION
Bachelor of commerce (BCOM) from St. Aloysius College Mangalore April 2001
CERTIFICATION
MCP Windows XP Professional May, 2008
ITIL V3 Foundation Oct, 2008
Diploma in Computer Applications May, 2001
Dell Certified Technician Nov, 2005
TRAININGS ATTENDED
Program or Course Coverage Dates
Team Management Essential Leadership Skills 2009

8. Ms Exchange Server 2007 Installation and Configuration 2009
Blackberry Administration Configuration and Console Management 2009
SCCM and MDT Installation and Configuration 2011
Temenos T24 Model Bank Installation and Configuration 2012
AWS Cloud Computing Console Management 2013
PMP /PMCOE PDU/TCS PMCOE 2014
PERSONAL DOSSIER
Date of Birth : 3rd
April 1978
Nationality : Indian
Gender : Male
Languages known : English, Hindi, Kannada, Konkani and Tulu
Marital status : Married