1. Mahendra Kapure (mahendrakapure@gmail.com) Cell: +91 9820923682 Passport No: H2262259
Objective
To obtain a position within IT operations environment, specifically a Service Delivery Management/IT Project Management field that
will enable me to perform to the best of my capabilities as a successful Service Delivery manager/IT project manager and as a
professional.
Synopsis
• Executive Leadership and Communication • Incident/Problem Management
• Team Development and Mentoring • Risk and change management
• Project Management • Stakeholder Management
• Service Delivery Management • Messaging and collaborations
Current Role
Sept 2014 – Till Date: Atos India Pvt. Ltd
Currently handling problem management role by keeping tracks of all problem tickets and ensure all the problem tickets
resolved within SLA. Building E2E and problem status report and analyses it and plan accordingly.
Handled the Incident manager role by keeping track of all incident tickets and build incident status and SLA breach analysis
report and plan accordingly.
o Building a personal relationship with key client staff
o Successful service delivery - SLA achievement and high level of customer satisfaction
o Monitoring overall performance of services
o Good communication around issues and opportunities – get things done, make things happen
o Collaborating with senior management on client account management and growth
o Participate in RCA analysis for Major incidents / Priority 1 Tickets
o Analysis of Problem Management tickets and prioritize resolution and ensure communication to client
o Produce trends analysis of recurring Incidents with Incident Manager
o Analysis of aged tickets
o Problem Trend Analysis, Application or system wise, Resolver group wise, Period / month wise
o Analysis of sample ticket audit findings and plan improvement actions
o Monitoring the effectiveness of problem management and making recommendations for improvement
Previous Roles
Dec 2010 – Aug 2014: Atos India Pvt. Ltd
Worked as Technical specialist and provide the technical solutions to all the escalated issues in terms of messaging
collaborations. Also handled the spoc responsibility of UK projects where work with multiple service line which include incident
management, change management, problem management and service delivery management.
o Permanently resolve the problem tickets by finding the root cause of the issues.
o Created the work instructions for the various issues
o Planningschedulingimplementing change and present it in CAB meeting for approval
o Ensure all the high severity tickets resolve within customer agreed SLA.
o Preparing the RCA for high severity tickets.
o Maintain the daily list of incidents analyze it
o Creating the shift planner for the team
o Responsible for administration, installation and upgradation for messaging infrastructure.
o Responsible for client communications.
o Escalate willingly when the issue requires immediate attention.
o Troubleshooting mail routing and replication issues
o Backuprestore the mail files and application database through Networker/TSM client
o Performance tuning and monitoring the Lotus Notes/Domino systems
o Resolving Server Crash
o Administration of third party Websense/message labs/Postini/FOPE SMTP gateway server.
Dec 2008 – Dec 2010: IBM India Pvt. Ltd
Worked as Domino Administrator for the Global Project “Celestica”. Maintaining more than 106 domino servers through Remote
Administration, In which 60 % of Domino server running on AIX platform and 40 % of Domino running on Windows platform. All the
servers located in several regions like Americas, Europe, and Asia. Administration of Lotus Domino servers, cluster and partitioned
server across global client
o Installation, configuration and upgradation of the Lotus Domino Server
o Resolving corrupted user mail files, mail routing, replication and server crash issues
o Creating mail database using design templates
o Move user databases between Domino server

2. o Backuprestore the mail files and application database through Tivoli Data protection
o Manage the Public Address Book, creating and update Person records, Groups & server documents
o Administration of third party (IMSA) SMTP gateway server.
o Administration of Blackberry Server and Creating the Blackberry user ID on blackberry server.
o Lotus Notes Address book synchronization with blackberry device.
Nov 2005 – Nov 2008: Mpower Information System as System Administrator
o Administration and troubleshooting of Lotus Domino server and Lotus Notes Client
o Troubleshoot the mail database problem on server
o Support on mail routing and replication issues
o Mail database ACL deliver security management
o Modification of Groups as per application owner requirement
o Installing and configuring the Instant messaging Sametime server
o Administration and troubleshooting of VPOP3 server
o Managing all the users account on the server
o Handling SQL server
o Manage the VPN user
o Daily backup of all the servers
Oct 2004 –Nov 2005: Ace Computer Services (DSA of Wipro InfoTech Ltd.) as Customer Support engineer
o Monitoring & administration of Citrix servers and Domino servers
o Lotus Notes Email Id creation/deletion/transfer/rename, Web mail access for users, Password resets
o First level for Lotus Domino related calls
o SMTP content filtering
o Installation of Banking software on windows 2000 advanced server
o Installation of Oracle and ORACLE ODBC connectivity
o OS hardening, Patches, Symantec Antivirus
o Installation of IIS & also create the virtual directory in IIS
o Applying all the securities patches
o Troubleshooting of various application software
o Handling Citrix based Applications and Citrix Servers
Feb 2003 – Oct 2004: Pace Business machines Pvt. Ltd as Customer Support engineer
o Installation & Troubleshooting of various application software’s
o Installation of Antivirus and updating virus updates and Security updates on all machines.
o Solving customer queries and troubleshooting OS (Win- 98/2000 Professional /XP/2003) and software problems
o Troubleshooting of Hardware and network problems.
o Configuring and troubleshooting of networks and communication devices (modem, LAN card, cables and Hubs).
Mar 2002 – Feb 2003: Arihant Computers as Hardware Engineer
o Assembled all types of computers
o Installation of OS like WIN 98/2000Professional / XP on various brands
o Installation & Troubleshooting of various application software’s
o Installation of Antivirus and updating virus updates and Security updates on all machines.
o Solving customer queries and troubleshooting OS (Win- 98/2000 Professional XP/2003) And software problems
Academics
2001 B.E. (Computer) from North Maharashtra University with 2nd class
1995 H.S.C. from Nasik Board with 1st Class
1993 S.S.C. from Pune Board with 1st Class
Certifications and Trainings
• Completed training(35 PDU) for PMP(Project Management Professional)
• ITIL V3 Foundation
• LOT-847 : IBM Certified Associate System Administrator-Lotus Notes and Domino 8 (Scored 100 / 100 marks)
• LOT-848 : IBM Certified System Administrator - Lotus Notes and Domino 8 (Scored 100 / 100 marks)
• LOT-849 : IBM Certified System Administrator - Lotus Notes and Domino 8 (Scored 100 / 100 marks)
• IBM Certified Associate System Administrator - Lotus Notes and Domino 6/6.5 (Scored 100 / 100 marks)
• C.C.N.A. (Cisco Certified Network Associates)
Personal
Name: KAPURE MAHENDRA ARUN

3. Father’s Name: Arun L. Kapure
Date of Birth: 01.06.1977
Nationality: Indian
Marital Status: Married
Sex: Male
Languages Known: Marathi, Hindi, and English
Sports/Hobbies: Cricket, Chess