This document provides a summary of an individual's qualifications and experience in information technology infrastructure services. Over 14 years of experience is outlined working for various companies such as Tata Consultancy Services, Wipro Technologies, Reuters India Pvt. Ltd., and others. Responsibilities included managing teams that deliver IT infrastructure solutions and services to customers in areas like service delivery, project management, customer support, and more. Detailed experience is provided on the systems, operating systems, applications, and tools worked with over the career.

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PERMANENT RESIDENT of USA
R.Rajaprathap
Address in United States
15700, Rock Ford Road,
Apt # 112, Plymouth,
MN – 55446
Mobile: +1 6126667366
Email: rajaprathap@hotmail.com
Objective
IT Infrastructure Service & Delivery Management – Handling Highly demanding customers for
delivering End to End IT solutions for Services, Operations & Infrastructure support.
Experience
TATA CONSULTANCY SERVICES (TCS), Currently in United States as
Associate Director (Information Technology Infrastructure Services)
Since May’10 - till now
Tata Consultancy Services' is an Indian multinational information technology (IT) service,
consulting and business solutions company headquartered in Mumbai, Maharashtra.TCS
operates in 46 countries.
Wipro Technologies, Chennai as Project Manager (Technology
Infrastructure Services) June’07 – till Apr’10
Wipro Technologies is a global information technology, consulting and outsourcing company
serving clients in 175+ cities across 6 continents
Reuters India Pvt.Ltd, Bangalore as Information Services &
Technology Manager (Service & Delivery, Infrastructure) Jan’05 –
June’07
The World’s Leading provider of Real-time Financial Information & News – www.reuters.com
Sutherland Technologies Pvt. Ltd., Chennai as Service Desk Lead
May’04 – Jan’05
U.S. Based Authorized Customer Service Provider for Hewlett Packard.

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HP India Pvt. Ltd., Chennai as Customer Support Lead Feb’02– Apr’04
The Authorized Customer Service Agent for Reuters India Pvt Ltd.
Net Labs Pvt Ltd., Chennai as System Administrator
May’2000 – Jan’02
A Computer Educational Institution Which gives Training in all Software As well as Networking
Courses and helps to be certified on the same.
Professional & Management Certifications/Awards
"Microsoft Certified Systems Engineer" - (MCSE) – Windows 2000 Track
"Cisco Certified Network Associate" - (CCNA)
"Sun Certified System Administrator"-Part-I [SCSA]
"ITIL Foundation V3 Certified"
"ITIL V3 Intermediate Operational Support & Analysis (OS & A) Certified"
"Has been awarded with “Living FAST Recognition” Award”
"Has been awarded with “Feather in my cap” Award”
"Has been awarded with “DEAR BOSS” Award”
"TIS PM ELITE Certified”
Management Training Attended
Trained on Information Technology Infrastructure Library (ITIL) at HP Bangalore
Trained on “Team-Building” at Wonder Valley, Bangalore
Trained on “Project Management” by IPS Asia, Singapore
Trained on “Interviewing Skills” by Navagti, Bangalore
Trained on “Performance Management and Coaching” at Leela Palace, Bangalore
Trained on “Emerging Leadership Training” at Wipro, Cochin
Trained on “Appraiser Workshop” at Wipro, Chennai
Trained on “VelociQ” (Wipro Quality System) at Wipro, Chennai

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Training & International Certification in “Accelerate” Crafting Global Project Manager at Wipro,
Mysore
Training & Crescom Certification in “Future Manager Program” at Wipro, Chennai
Trained on PMA (Project Management Academy) at Wipro, Chennai
Trained on AMA (Building Leadership through Superior Communication) at Wipro, Chennai
Trained on “Power Consulting” at Wipro, Chennai
Training on “7 Habits of Highly effective people” at Wipro, Chennai
IT IS Leadership Development Program at TCS,Chennai
Training on “Managing Global Teams” at TCS,Chennai
Training on “Key Account Management” at TCS,Chennai
Technical Training Attended
Training in UNIX (Linux) at Radiant Computer centre, Chennai
Training in C at Radiant Computer centre, Chennai
Training in C++ at Radiant Computer centre, Chennai
Training in Microsoft Windows 2000 Professional at Netlabs Chennai
Training in Microsoft Windows 2000 Server at Netlabs Chennai
Training in Microsoft Windows 2000 Infra-Structure at Netlabs Chennai
Training in Microsoft Windows 2000 Directory Services at Netlabs Chennai
Training in Designing of Microsoft Windows 2000 Infrastructure at Netlabs Chennai
Training in Designing of Microsoft Windows 2000 Directory Services at Netlab Chennai
Training in Designing of Microsoft Windows 2000 Security at Netlabs Chennai
Training in Microsoft certified Desktop Technician (MCDST) at IIHT Bangalore
Training in NAS at EMC2 Bangalore
Primary Role Preference:
IT Infrastructure Management – Handling Highly demanding customers with a Team for delivering End to
End IT Infrastructure solutions by following ITIL based process

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Work Experience Summary:
A total of nearly 14+ Years of experience, in IT Industry, involved in handling team Providing Service &
Solutions in IT Infrastructures. Expertise involved handling support using global delivery onsite/offshore
model, ability to connect with global customers and work with global teams ,handling demanding customers
with a Team comprising Service desk, Monitoring, Level 2/3 Teams from different technologies for
Installation, Configuration, Administration, Performance Tuning, Backup & Recovery of Windows 2000
Active Directory, Windows NT Server / Workstation & Unix
Experienced in providing Customer Service & Delivery for Financial & IT Companies like Reuters India
Pvt. Ltd., Wipro Technologies & Tata Consultancy Services (TCS)
Responsible for Service Delivery & Business Growth by generating ~$50M revenue annually
Environment
Systems Handled:
Cisco Routers & Catalyst Switches
Desktops / Laptops of Various flavor & Brands (Compaq / IBM ThinkPad’s / Dell)
Servers Handled:
Microsoft Windows 2000 Active Directory Infrastructure Servers
Microsoft DNS / DHCP / WINS Servers
Intranet Web Servers (IIS 5.0)
Microsoft Windows NT4.0 Domain Controller
Operating System Handled:
Microsoft Windows NT4.0 / 2000 Server / Advanced Server / Active Directory
Sun Solaris Operating Environment
Sunsoft UNIX
Microsoft Windows 95 / 98/ 3.11 / NT4.0 / 2000 /XP Professional
Applications:
Digital Team links for Windows
Microsoft outlook
Netscape Communicator and Internet Explorer Browsers
PC Anywhere
Remote Access Server.

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Job Responsibilities
 TATA CONSULTANCY SERVICES (TCS)., - Chennai
Associate Director for Technology Infrastructure Services -May’10-Till now
Responsible for Service Delivery and Business Growth for a Leading Retailer in US by generating
~$50M revenue annually
Providing cutting edge Technology Delivery, Administration, Maintenance, BCP, DR, for
International clients
Responsible - Client IT Service Delivery, ITSM, Client Accountability
Responsible - Client Accounts, Client Interactions, Project Execution, People Management
Experienced - Large Capacity Planning
Responsible - IT Strategy Design and Deployment, IT Outsourcing Strategy
Experienced – Service Delivery Life Cycle (SDLC) – Due Diligence, Pre-Transition, Knowledge
Transition, Secondary Support, Primary Support, Steady State Commence
Experienced - Multi Vendor Transition Methodologies and Implementation
Experienced - Project sign off, Cut over and Go-live plans
Experienced - ITIL V3 Framework – Incident, Change, Problem Managements
Defining Service Strategies, Service Levels, Service Transition and Service Catalogue
Managements, SLA tracking
Defining and developing Project Charter for each assigned engagement
Experienced on Client Interaction and handling escalations
Experienced on Technical and Support Architecture, providing solution
Exposure in preparation of Capex/OPEX and cost budgeting for IT
SPOC for Multi client environment and Work Flow designing, PoC (Proof of Concept)
Defining Severity and Priority in service delivery, Plans for business contingency
Report management and monitoring revenue activities closely
Heading Business Planning and Performance Monitoring, Project Management Reviews (PMR)
Experienced on Revenue and Cost effect Analysis, Resiliency Services business stakeholders
Responsibility for all RFPs/RFIs proposals, ITO Agreement, Service Request (SR)
Preparation of Standard Operation Procedures (SOPs)
Experienced on Practice management, Solution development, technology mapping, resource
buildup and optimization
Managing IT staffs, responsible for providing ongoing technical and applications support to BUs
Experienced on preparing Weekly/Monthly/Annually service report to the clients
Capacity planning and demand management
Portfolio/project capacity forecasting and planning, Resource forecasting
Balancing the project delivery demands
Experienced on driving multiple teams through tight SLAs
Expectation compliance and staffing appraisal
Data integrity and IT operational risk management strategies
Responsible for Defining security policies on service delivery
Ensure all projects are fully documented (requirements, design, test case, results, support)
Facilitate the hand-off of new engagements and renewals from Sales to the PMO
Managing Change Control and mitigation plans
Effectively applying ITIL & PM Methodology and enforces project standards
Engagement reviews and quality assurance procedures
Conducting risks mitigation exercises through-out the life cycle of the project
Holds regular status Technical Review Meetings (TRM) and Steady State Governance meeting
Reviews the status reports/updates from team members and addresses issues as appropriate

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Exposure with 3rd Party vendors including Client IT Suppliers during project implementation
Planning, tracking and reporting of active PMO implementations (both service and technology)
from requirements gathering through delivery of products and services, and ensuring a successful
transition to the operations group
CR handling and approvals, Escalation and Support Matrix, MoM
Experienced on Customer Satisfaction Survey, Onsite/Offshore Ratio, FTE calculation, PMR,
Auditing for Projects in TCS
 Wipro Technologies., - Chennai
Project Manager for Technology Infrastructure Services -June’07-Apr’10
Responsible for Service Delivery for a Manufacturing client in US by generating ~$20M revenue
annually
Managing a Team of 48 members comprising Service Desk, L1 NOC & L2 Team
Played a Major role during the Transition Phase to STEADY STATE of KLA-Tencor to Wipro
Handling Delivery & Operational Issues with Internal Wipro & External Clients.
Providing Technical Guidance for the Team members on the timely resolution of Incident Tickets
Handling Technical, People & Process Escalations.
Responsible for Service Delivery to the Customers as per the SLA signed off.
Taking additional responsibility and contribution towards any new service take ONs & RFP’s
Handling Emergency Change Advisory Board Approval role and review changes before
implementation. Coach the Team members on Incident, Problem & Change Management
Process/Procedures to ensure their compliance towards the same.
Composing Shift Rota, Weekend support Rota for the team.
Responsible for setting Goals & Objectives for team members & closure of their appraisals
Manage Incident/Problem/Change/Release management.
Responsible for Day-to-Day operations for the entire Offshore Development Centre
Interact with the stakeholders from the client side at regular intervals during Steering Committee
Presentation & Quarterly Business Review.
Member of PMO & Governance Model
Responsible for DR Test twice in a year for U.S. Based Client.

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 Reuters India Pvt. Ltd., - Bangalore
Technical Team Manager for Service & Delivery -Jan’05-June’07
Managing a Team of 32 members comprising Desktop Support Engineers & Infra Team providing the
Second-level Desktop/Laptop Support & Infrastructure support for Reuters Asia In-House User base of
2000 Users in Three sites at Bangalore.
Handling Management & Technical Issues with Bombay, Delhi & Calcutta in India.Also responsible
for Pakistan, Afganistan & Srilanka in Asia.
Providing Technical Guidance for the Team members on the timely resolution of Incident Tickets
Handling Technical, People & Process Escalations.
Responsible for Service Delivery to the Customers as per the SLA signed off.
Taking additional responsibility and contribution towards any new service take ONs
Handling Emergency Change Advisory Board Approval role and review changes before
implementation. Coach the Team members on Incident, Problem & Change Management
Process/Procedures to ensure their compliance towards the same.
Composing Shift Rota, Weekend support Rota for the team.
Major Situation Manager Role
Handle Major Incident Manager Role and establish a team, for the resolution of a Major Incident
(Situation)
Drive established team towards timely, consistent fault recovery & communication when
interruptions of IT services occur and to establish/address the root cause of service interruptions.
Identify Incidents that could be a potential Situation and initiate appropriate resolution activities.
Act as the Interface between Support Teams and Business during Major Outage Management process
and ensure service restoration ASAP.
Ensure Timely Root cause Analysis and reduce the recurrence of incidents
People Manager Role
Chairing Weekly Team Meetings, Provide feedback and Address the Concerns of team members.
Monitoring & Improving the Productivity of Support Engineers
Preparing Daily / Weekly / Monthly Report and submission for Management Review/Reference.

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Review Daily pending Calls and defining the actionable for keeping Backlog in Control.
Manage issues for better performance, review of team performance and identify/nominate for
their training needs.
Recruit, Coach & develop New Joiners with relevant skill sets.
Monitor & Control Attrition.
Handling Individual Performance Review Appraisal Sessions and provide appropriate Supervisor
Comments/Rating.
Handling/Approving Leave Requests through absence management online tracker with assurance
of No Impact towards Daily Operation
Responsible for setting G& O’s & Appraisal for the entire team (Onsite & Offshore).
Project Manager Role
Responsible for Designing,Implementation,Completion & Migration of 750 users to 3rd site
in Reuters – RMZ Infinity
Responsible for Roll-Out of ITSC,Asia – Singapore
Responsible for the Project Migration of GD v 2.6.3 for around 2000 users
 Sutherland Technologies Private Limited – Chennai
Service Desk Lead - May’04-Jan’05
Managing & Leading Service Desk Engineers of 10 to provide Technical support for U.S Based
Customers of HP.
 HP India Private Limited – INDIA- Customer Support Lead - Feb’02– Apr’04
Placement Project – Customer Services for Reuters India Pvt Ltd.
Handling a Team of 6 engineers, responsible for Field Support & Data centre Operation for the Clients
of Reuters in Chennai
Handling Installation, Configuration & Troubleshooting on Desktops / Laptops of Various flavor &
Brands (Compaq / IBM Thinkpads / Dell)
Handling Installation, Configuration & Administration of Reuters Applications
Preparing proposals & presentations for the clients as per their requirements.
Supporting line based (Four/Two wire Leased and dialup) IDN, 3000Xtra and Reuters Monitor Dealing
Service (RMDS) Clients in Chennai.
Installation & Onsite maintenance of UNIX Servers and DOS/Windows NT Workstations for Reuters
Products and connecting them to on-line VSAT data feed.
Installation and Maintenance of Reuters Product 3000Xtra, using Lease Lines a substitute and
advanced product of Dish based Service.

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Handled Chennai Help-Desk for South India Customers during the process of Centralised Helpdesk
from Chennai to Bombay.
Interconnecting the FOREX Dealing terminals to the Wide Area Network called
Reuters Monitor Dealing Service.
Diagnosing and rectifying the technical problems at client site.
Maintenance of Data Center, with State-of-the-Art Comms Equipments and
Associated Intra-City & Inter-City four wire Data Circuits.
Organizing installations of new telephone Analogue / ISDN, leased lines for Customers and following
up the same with telecom authorities.
Validating new leased lines for clients by conducting BER tests
Handling the other projects like DSP MERRYLYNCH & HDFC.
 NetLabs Private Limited – Chennai System Administrator - May’2K – Jan’02
System Administration
Primary Responsible of Handling & Managing a team for all Infrastructure Servers which includes
Microsoft Windows 2000 Active Directory / Sun Solaris / Microsoft Windows NT 4.0 Servers with
Client stations, a Combination of Windows 2000 Professional / Windows XP / Windows NT4.0
Workstations.
Installation, Configuration & Administration of Windows 2000 Domain Active Directory / NT 4 Domain
/ AD integrated DHCP, DNS / WINS Servers.
Installation, Configuration & Administration of Web Servers
Monitoring Server Performance and taking necessary actions.
Responsible for Server Backups & Restore
Responsible for Disaster Recovery process of all Servers & User Data
Handling Escalations [Both Technical & Non-Technical]
Educational Qualification
First Class Masters in Business Administration – Systems & Marketing
University of Madras, India.
First Class Bachelor of Arts - History
University of Madras, India.

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Personal Information
Father’s Name : M.Rajadurai
Date of Birth : 07 March 1979
Sex : Male
PERMANENT RESIDENT OF UNITED STATES OF AMERICA
VALID TILL 2025
Place: Minneapolis, United States
Date: R.Rajaprathap