Over 16 years of experience in IT service delivery and project management including experience in IT operations, application support and maintenance, and development delivery in a managed services model. Expertise includes delivery, requirements specification, design, construction, and proposal estimation. Part of centers of excellence teams analyzing and implementing tools for application support projects. Specialized in assessing and enabling continuous improvement of team productivity, on-time and quality delivery. Educated with an MBA in IT, a bachelor's degree in business administration, and a diploma in mechanical engineering.

1. Nagarajan Gnanam
Chennai, India.
Mobile: 098402 84475
Email: Gnanam.nagarajan@gmail.com
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Professional Experience:
Over 16 years of experience in IT Service Industry handling Service Delivery/Project
management. This includes experience in, IT Operations, Application Support & Maintenance,
Development delivery in Managed Services Mode
Expertise spans Delivery, Requirement specification, Design, Construction, Proposal
estimation.
Part of the Centres of excellences (CoEs) team in analysing and implementing the right set of
tools for application support projects across organization. Specialized in assessment and
enable the continuous improvement of team productivity, on-time and quality of delivery.
Having experience in IT Service Management (ITSM) based on ITIL best practices, and
HCL's ALT ASM – Lean ASM framework focus on increase the service maturity, service
excellence & service innovation.
Conversant with Quality processes/CMMi processes, Agile Methodologies, Waterfall model
and ITIL
Technologies handled include ASP.NET, Java, J2EE and MS Access.
Experience in handling GIS projects for different utility such as Telecom, Electricity, Gas,
Water & Sewerage, Municipal GIS, etc. Experience in handling 2D drawing and Schematic
drawing conversion and also having extensive of professional experience in executing various
data conversion projects. Strong analytical, problem solving and managerial skills.
Primary Domain:
Application support & maintenance and development projects, Telecom OSS/BSS &
AM/FM/GIS.
Management and Strategy consulting on IT enablement and transformation of organization.
Key Highlights:
Defined organization estimation guideline for Telecom, Logistics and Travel verticals.
Part of Center of Excellence team in implementing the HCL’s framework across all the ASM
engagements and achieve 30% benefits.
Involved in estimation and solution of large deals.
Identification and evaluation of internal / external tools and implementing it across ASM
engagements.
Educational Qualifications:
Degree and Date Institute Specialization
MBA IT Sikkim Manipal University,
Gangtok, Sikkim
Master of Business Administration
Information Technology - 2Yrs
BBA Madras University, Chennai Bachelor Business Administration - 3Yrs
DME Murugappa Polytechnic,
Chennai
Diploma Mechanical Engineering (Sandwich)
- 3.5Yrs
S.S.L.C General Cariappa HSS, Chennai Basic Qualification
Certificate Courses:
Course Name & Date Institute % Specialization
ORACLE 9i SQL(1Z0-007) ORACLE Certification 90% Introduction to Oracle 9i

2. Nagarajan Gnanam
Chennai, India.
Mobile: 098402 84475
Email: Gnanam.nagarajan@gmail.com
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Advance Diploma in Software
Engineering
Amrita Institute of
Computer Technology,
Chennai
B
Grade
Windows, Visual Basic, Visual C &
C++, Oracle 7.0, Developer2000
2D/3D draughting Advance
Course in CADCAM
USA Memory Systems,
Chennai
A
Grade
AutoCADR12, Microsation &
Archinfo/Mapinfo GIS Software’s
EXPERIENCE SUMMARY:
HCL Technologies Ltd (Dec 2007 ~ Till Date)
Key Responsibilities
Application Support & Maintenance COE (ASMCoE) Service Excellence Project – (Mar’2013 to Till Date)
Part of ASM COE is Centres of excellences to Deliver Service Excellence through Innovation led
Unified ASM services across HCL. It enables the HCL projects to Standardization of Process & Tools
for Predictable, Repeatable & Cost Effective Service. Service Benchmarking & Improvements leading
to enhanced Customer Satisfaction, Efficient resource Utilization & deployment.
Worked on DryICE is a tooling (platform) solution from Business Process to Applications to
Infrastructure & Beyond Digital. Prepared the case study tools and created the Run.Advisor dashboard
tool. And also recommended the internal tool as ‘CA_ITPAM’ and ‘SR Automation’, ‘Intelligent
Tech.Support (iTS)’, Provantage. AppDyamics etc.
Have developed tool for Lean practice like PIP ASM benefit report, ASM Estimation template & ASM
Service Measurement Index etc. Also worked on implementing tools CAST, Monitoring tools (CMT,
OPTMAN).
Have done engagement assessment for automation scope using 3R analysis and Issue Categorization
and recommended tools for both ticket & effort reductions. Defined and created the Archetype
framework is set of baselines that define the ideal performance of the engagements on multiple
verticals.
Application Support - British Telecom PLC,. – (Dec’2007 to Feb’2013)
Have managed the Application Support & Maintenance deliveries by ensuring that live applications
continue to operate and be available to their agreed levels of performance and availability,
taking proactive action to maintain service levels for application in BT Customer management
platform.
Have managed the ASM Intranet Tool Development/Maintenance. It is custodian of BT Ozone Web-
based tool allows user to update and extract report on their customer level and maintain the
application data. Also tool takes application level incidents, change, and problem record on
daily basis and sends report trend to all application platforms. Tool developed in ASP.Net C#,
Java JSP & Script and SQL Server db.
Workedas application server network connectivity lead. Single point of contact to get connectivity
for all HCL running/upcoming applications, it helps to run applications in offshore greenside
network successfully. Process to request network interconnects between third parties desktop
to BT Servers based on roles for all respectiveServer, URL and Users authentication/mapping.
Worked as Strategic Initiatives and Delivery Excellence (SIDE’s) lead. The primary objective is to
plan and execute initiatives to improve the stability of applications which aligns with the
customer objectives – ‘Right First Time’ and ‘Reduced Cycle Time’ helps to reduce the
incidents like application backup, Data Retention Policy system, On Call support Laptop setup
etc.
Worked as part of Metric Council team took responsibility to define/validate the data point for
audit on HCL development and application support projects and also involved in HCL CMMi
certification for Phase 1 projects.

3. Nagarajan Gnanam
Chennai, India.
Mobile: 098402 84475
Email: Gnanam.nagarajan@gmail.com
Page 3 of 4
WTI Advanced Technology Ltd.,(Subsidiary of TCS) (Jan 1994 –Nov 2007)
End to End Object Model Transformation Project is the Network Access Strategy to deliver an integrated
intelligent physical inventory system. The goal of this is to achieve a ‘full end-to-end’ model of Network
Asset connectivity for use within an automated planning system. It involves facility mapping of Client
network out side plant facilities from specific data sources such as Plant on Map (PM), Duct Diagrams
(DD), Cable diagrams, Vector data etc, and generate output files in XML format to be loaded into Client
Network Engine. To achieve the end result, a Customised tool in AutoCAD was developed with Oracle
Db.
Client: British Telecommunications (Mar 2004 to 13 Dec 2007)
UK, Object Model transformation Project, FTE Size 70
Client: Qwest Communications Inc., USA (Sep 1997 - Jul 2002)
US, Object Model transformation Project, FTE Size 90
Project Onsite Coordinator
Responsibilities: To support offshore Job Issue/Resolution with chasing missing data, attending
Client daily/weekly meeting & Specification clarification – Release of Addendum.
Technical Leader
Involved in development of the customised tool in AutoCAD for capturing BT’s asset information
using VB + Oracle db
Involved in development of Validation routines to ensure data quality
Attend weekly teleconference calls with BT technical committee.
Project Planning and scheduling in delivery of exchanges
As Delivery Quality Head to ensure the error free data; Overall responsibility for 70+ team size.
Training the recruited persons & Implement the new specification to all team members
Clients Worked:
AT&T; Qwest; EPWU; GE; FMC; Sedona Geo Inc >>>>>>>> United States
BT; Source Alliance; A4Plus >>>>>>>> United Kingdom
VMI EPE; KPN >>>>>>>> Netherlands
Internal Certifications & Training Summary
Program or Course Coverage
KPN – STAMP Software (FRAMME) KPN Telecom project Data conversion – Apr’2000(15 Dys)
OSPFM Project Trainer, USA Qwest Telecom Project Data conversion – Aug’2000 (2 Mths)
ESRI-ARC info Software Software Training – Jun’2001 (2Wks)
Smallworld Data Conversion Process, Version management, Magiks Jul’2002 (4Mths)
ISO 2000 – 9001 – Introduction &
Internal Auditor
Quality Management Systems Aug’2002(1Mth)
ESRI MAP info Software Software Training Jan’2004 (2Wks)
FLAME (HCL internal)
Management Development Program(First Leap in Achieving Managerial
Excellence) –Dec’2009 (1Mths)
ITIL Foundation Course V3 IT Service Management Jan2010
HPMP (HCL internal) Project Management Practitioner May2010
Oracle BRM (HCL internal) Oracle Communications Billing and Revenue Management Feb2013 (2Wks)
RTB Basic & Intermediate ALT ASM & Lean Framework practice Mar2012 & May2013
Tool Training
Run.Advisor, CA_ITPAM, SR Tool, iTS, AppDynamic, CAST, OTRS, & Other
internal tools.

4. Nagarajan Gnanam
Chennai, India.
Mobile: 098402 84475
Email: Gnanam.nagarajan@gmail.com
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