Pardeep Kumar

Experience

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  MICROSOFT INDIA (R&D) PRIVATE LIMITED

  Sept 2007 - Nov 2008

  Technical Support Engineer

   Provided support to US based Premier customers on configuration & trouble-shooting of WSS 3.0, SharePoint Portal Server 2003 and MOSS 2007 and Search Server 2008. Configuration of SharePoint Farm and configuration of multiple Web servers, application servers and database servers. Configuration & troubleshooting of Search services. Configuration of SSP and Index & query servers.  Backup and recovery of Sites using STSADM command line tool. Troubleshooting SharePoint issues in conjunction with technologies like AD, SQL, IIS and Exchange server. Involved gathering & analysis of ULS logs, Event viewer logs and SPSreport. Effectively communicated with customers and providing timely guidelines to re-solve complex issues. Collaborated with different team e.g. SQL, Active Directory and IIS etc. Ensured to meet customer expectation on timely fashion and ensured that I in-volve additional resource to have better action plan. Timely readiness on the upcoming fixes e.g. attended the triages on installation & configuration of Service packs. Shared knowledge with peers and assisted them on different issues. Participated/delivered technical triages and created SharePoint solution objects & content. Show less

• 

  Diginatives Content Sol. Pvt. Ltd

  Nov 2008 - Nov 2009

  Technical Lead

   Lead a team of 40 members to support steady state IT/Remote Support opera-tions. Managed IT infrastructure and interacted with clients on various project deliver-ies. Played vital role in planning & migration of existing Windows 2000 Active Direc-tory environment to Windows 2003 Active directory domain, FSMO roles trans-fer, Trust relationship configuration between Old and new domain to migrate existing AD User accounts to new domain. Migration from Exchange 2000 to Exchange 2003, SSL implementation for OWA & RPC over HTTP/s. Front & backend exchange server configuration & publishing exchange server behind firewall. Installation & configuration of Antigen to filter SPAM. Administration of Web servers involves creation & configuration of Websites, virtual directories, and configuration of FTP server on IIS.  Configuration & migration of Clients email services from third party service pro-vider to In-house Exchange server 2003. Migrated the email services overnight with any downtime. Administration & configuration of VMware 4.0 & 4.1 ESX & ESXi hosts involves Configuration of ESX hosts into a cluster, HA & DRS Configuration, vSwitch & network configuration, Shared Datastore configuration, VMotion of Vms etc. Involved configuration of Automated Backups of severs includes Exchange 2003 online & offline backup, System state backup of Domain controllers, database server and Web servers. Secured public Servers using firewalls e.g. Anexgatge, Cisco Pix GUI based, and Configuration of access list, ports opening e.g. terminal / ftp / SMTP etc for specific network range only. Involved IT team management to provide desktop / network support to Clients. Responsible for Team member’s day-to-day activities & analysis of audit reports to ensure timeliness and the effectiveness of the corrective actions. Show less

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  IBM

  Nov 2009 - Sept 2021

  • Responsible for establishing & maintaining account level commitments and operational metrics for all service lines & Cloud operations (Azure / AWS).• Manage account P&L by managing cost components, RFS, driving key cost control initiatives. Frequently connecting with FA to keep a close watch on our cost take outs and to ensure we maintain healthy GP%.• Rebalance skills, resources, and Infrastructure to meet both, growth and market challenges associated with our service delivery.• Ensuring 100% compliance with defined Operational processes especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues, Identify Defect Areas and proactively carry out corrective actions.• Have been leading weekly Governance / Cadence calls with customer and other service lines to keep track on project milestones, ongoing critical issues, status updates, as well as any existing or potential customer escalation issues.• Consistently driving for Service improvement plan across tracks and monitoring the SLA compliance.• To ensure all risks are identified for Services delivered and have a control point in place to ensure all service lines work towards risk mitigation.• Leading global disbursed teams that include AWS/Azure Cloud teams, Unix, AIX, Wintel, VMware, Storage, TSM (Backup & Recovery), Tivoli monitoring, Database, IAM and managed application team to execute contract terms and closely working with teams to provide conflict resolution, effective communications. Show less • Supervised and managed various services in operations in coordination with team members on daily basis to ensure we meet our Service Level Agreements.• Ensured 100% compliance to defined Operational processes especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues, Identify Defect Areas and proactively carry out corrective actions.• Lead weekly Governance / Cadence calls with customer and upline management to keep track on project milestones, ongoing critical issues, status updates, as well as any existing or potential customer escalation issues.• Consistently driven Service improvement plans across tracks and monitored our SLA compliance.• Coordinated to track and improve team’s efforts to minimize errors and maximize efficiency. Coordinated projects to enhance service delivery, updated processes & implemented recommendations and ensured that the change is managed smoothly.• Consistently Communicated with team members to ensure they have a clear understanding of their tasks, responsibilities, client requirements and priorities.• To ensure that processes are documented, and knowledge is captured, documented and shared within the team e.g. SOP/s are well documented.• Accountable for overall team quality control, management of risks and escalations, audit and governance. Ensured that team is aware of and can respond to risks that may impact service delivery or client satisfaction.• Engaged team in identifying processes, tools and documentation that can be improved, and encouraged team members to suggest and implement ways to enhance service delivery.• Managed Business Continuity and Disaster Recovery plans to ensure all activities and processes are completed and kept up to date. Show less • Worked extensively with Architects on different versions of Wintel components for optimization & consolidation, Datacenter Transitions & Transformation on mixture of Wintel technologies, both on-site & remote support. • Interacted with Service line & account management and represented my team in critical meetings e.g., P1/P2 calls, Weekly RCA meeting and Customer ca-dence calls.• Contributed on Infra Migration solutions, response to adoption / Assessment proposals primarily on Services.• Lead the team for various RFS projects involving New windows Server deploy-ments, VMware Network Configuration, deployment & configuration of new Servers using boot from SAN etc.• Administration & configuration of Windows 2003/2008 File & Print Clusters, Re-source fail-over configuration, configuration of SAN Storage drives on Windows clusters.• Administrator & configuration of VMware ESXi hosts involved Configuration of ESX hosts into a cluster, HA & DRS Configuration, vSwitch (Std & DVS) & net-work configuration, Shared Datastore configuration, affinity rules etc.• Introduced new and effective solutions to client for better management of the existing setups and new servers coming into support. Show less

  • Delivery Project Executive

    Jul 2018 - Sept 2021

  • Sr. Delivery Operations Manager

    Jun 2014 - Sept 2018

  • SME – Wintel / Vmware

    Nov 2009 - Jun 2014
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  Kyndryl India

  Sept 2021 - now

  Global DPE & Managed services delivery Leader

  A Service delivery specialist with rich experience across domains, spanning customers across United States, Canada & Europe. 19+ years of experience & in-depth knowledge of delivery services, end to end Delivery Operations management, Customer relation-ship management, process orientation, people management, and Compliance & con-trols. Effective leadership acumen with proven expertise in timely delivery of projects and deft in establishing overall governance & management system. I have driven Service delivery with a team span of 150+ dedicated professionals for global clients in In-surance, Banking, and consulting. Show less