Raj Raja | Freelancer Resume

RAJ D. RAJA 26/5, Shree Siddharth CHS, Chedda Cross Road, Opp. Taurus Gym and Fitness, Dombivli, Maharashtra 421201 Cell:- /- – Email:-/-Https://www.linkedin.com/in/rajitmanager Professional Summary To grow in a progressive organization as IT manager where the blend of my 10+ years’ experience & enhanced educational skills can help in achieving the goals of the company. I would like to exploit my potential & sense of obligation for the benefit of the organization. To excel in my work area & to add value to the present Organization. My dedication, management skills in the IT field can be utilized in this direction for being one of the top performers of the organization. Skills  IT Operations  IT Service Delivery Management  Project Management  Stakeholder Management  People Management  Helpdesk Management (Zen-desk, Symphony Summit)  Service Desk Management  SLA Management  Incident Management  IT Consulting  IT Asset Lifecycle Management  Vendor Management              Remote Monitoring & Management (LabTech/ITarian) Mobile Device Management (MS Intune/Jamf) [L1] Google Workplace [L1] Windows OS XP-Win10 [L1-3] Linux [L1], Mac OS [L1]. Windows Server- [L1/2], IT Security (Symantec Endpoint, Trend Micro) VMware Administration (L1), SCCM [L1], AD [L1/2] Networking [Router/Switch] (L1) AWS [L1]. SharePoint [L1] ITILv3 Certified A+ Certified and Security+ Certified Certified ISO 27001:2013 Lead Auditor Six Sigma Yellow Belt Certified Accomplishments  Received appreciation Email from SBI DGM (Compliance-Operations) for Resolving Critical MS Excel Issue.  Received appreciation Emails from Microsoft Senior Project Manager & Account Delivery Executive for Exemplary Support  Cut costs by 10% by negotiating with vendors to obtain supplies, services & equipment at lower rates.  Invited as guest lecturer at Govt. Polytechnic College, Pen. (Raigad.) As subject matter expert on “Ethical Hacking”.  Promoted to IT Manger in 3 years of joining the organization (ASA-Infosys). Work History 10/2018 to 12/2021      Part Time (As Needed) Onsite IT Consultant Miles Technologies– Mumbai Visit our customers in the Metro Area when an onsite presence is needed. Troubleshoot and resolve computer and network related problems with the assistance of remote personnel. Implement new technology with the assistance of remote personnel. Strong and consistent communication with customers. Documenting work performed and other technical information for our clients. 05/2021 to 07/2021         Service Delivery Manager Inventa Digital Technologies Pvt Ltd. – Mumbai Maintaining positive relationships with customers. Identifying customer needs and overseeing service delivery within the business context. Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Managing finances and budgets. Determining ways to reduce costs without sacrificing customer satisfaction. Assessing customer feedback and using your creativity to establish, improve, and refine services. Remaining organized and meeting deadlines. Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. 07/2020 to 03/2021 Senior Windows Migration Lead Affluent Global Services Pvt Ltd. – Mumbai Project (SBI - Windows Migration) – Deployed as Microsoft Sub-Contractor  Working on Service Now incident and solving the issues related system overall 1000 + users.  Coordination with SBI Bankers (sub client) for Server provisioning and related project requirements.  Creating customized Windows OS Image using MDT tool in collaboration with Microsoft Technical Consultant.  Collaborated with Senior Microsoft consultant for deploying KMS & Bitlocker Solution servicing 2 Lakh+ users.  As a senior engineer provides support to MD’s, senior managers.  Working on Symantec antivirus installation, up gradation.  Lead Windows 10 migration project and migrated near about 1500 laptops into window 10.  Handled Priority 1 Incident (P1) and ensure that collected all the information about issue and primary Troubleshooting of network related issue.  Commission and Decommission of Desktop, laptops & Server on the basis of requirements.  Creating SOP Documentation & User Manuals.  Coordination with SBI Bankers (sub client) for migration of windows 7, 8 to 10 systems in Mumbai circle  Completed migration activity in Mumbai region for all branches for 250 plus systems. Technical Support Assistance Phase (6 months)  Remotely connect with the end users and giving resolution to users PAN India.  Worked on services now ticketing tool where we used to get incident from various state.  Provided workstation support to end users. 03/2019 to 08/2019               EUS-Lead - Aditya Birla [Project Wipro] On Payroll - GlobtierInfotech Pvt. Ltd. – Mumbai Monitoring and Managing Daily Calls, Escalations. Logging & coordinating vendor support calls for warranty issues & procurement of spares from shortlisted vendors. Recruiting candidates for the team expansion. Leading Team of 30-35 Members including Helpdesk Coordinator, Field Technical Engineers & Remote Site Engineers supporting user base of- users pan India. Organized OS migration activity from Win 7 to Win 10 for all users with priority for VIP users along-with data backup. Mentoring, upskilling and guiding team members to resolve customer issues. Recommending service improvement plan based on End-user, Stakeholders feedback and support call analysis. Strong and consistent communication with Stakeholders. Maintaining C-Sat thru Stakeholder/End User meetings. Patch Management of systems missing from SCCM patching report Creating, Re-setting and Unlocking of user account thru Active Directory Administration Bi-Weekly team meetings to understand skill challenges &Updating Knowledge Base for known and recurring issues. VC Connectivity/Presentation Thru Creston & Barco Devices O365 User License allocation and administration. 06/2016 to 02/2019           IT Consultant Freelancer – Mumbai End to End Infrastructure Project Management. Identifying and meeting customer needs within the context of the business. Leading the team that conducts Service delivery, resolving conflicts, and ensuring that team processes are conducted effectively and efficiently. Annual review of IT Policy, SOPs, and How-to User Manuals Installing Windows Server and features (Active Directory, Domain Controller, and Group Policy Management). Creation and deletion of OU’s, Users, GPO’s. Creation, Modification of GPO’s and assigning them to users and computers thru active directory. Designing, Implementing & Recommending changes in IT policies such as SOP's, IT security policies, etc. Logging & coordinating vendor support calls for warranty issues & procurement of spares from shortlisted vendors. Migrating Win 7 to Win 10 OS with data backup and Installation of user Software (Adobe, MS Office, Anti-Virus, Etc.). Strong and consistent communication with customers. 01/2011 to 05/2016                    IT Manager/Service Delivery Manager ASA-Infosys - Thane Requirements gathering from Clients related to IT Infrastructure Project thru client meets and onsite visits. Procurement of IT equipment and services from vendor based on cost analysis. Designing, Implementing & Recommending changes in IT policies such as SOP's, IT security policies, etc. Plan, coordinate, direct, & design all operational activities of the IT department, as well as, provide direction & support for incident management and IT solutions. Identify, recommend, develop, implement & support cost-effective IT technology solutions for all aspects of the Organization. Continuous delivery of IT services through oversight of service level agreements & monitoring of systems Performance Supervision of IT staff & ensuring ongoing staff development to maintain knowledge of IT security, hardware, Software & industry best practices. Develop & implement necessary education to ensure end users are sufficiently trained on the usage of Hardware & Functionality of software programs. Strong and consistent communication with Stakeholders, Maintaining C-Sat thru customer meetings. Management of Company Website (Content Updation/Modification) & Web-hosting. Creation, Updation and Management of SOP & How to User Manuals. Yearly review of all IT Policy, SOP & How to User Manuals Bi-weekly Review and Updation of Knowledge base for known and recurring issues. Management of user accounts on Local Systems as well as on Windows servers thru Active Directory. Handling Team on 20-25 Members including Helpdesk Coordinator, Technical Helpdesk & Field Engineers. Resolving P1-level Hardware, Networking & Software installation & Operating Systems Compatibility issues. Trained both internal & off-site users in resolving recurring issues. Installed Dialer Server software (GoAutoDial & ViciDial) with basic configuration and Softphone (SIP Phone). Maintained 99% uptime on company Website, networks and systems through careful & preventative maintenance. 02/2009 to 12/2010 Catering Manager (Family Owned) Annapurna Catering – Dombivli 07/2007 to 01/2009 Desktop Engineer Infosoft Technologies – Dombivli EDUCATION 07/2007 - 01/2011 Bachelor of Science: Information Technology: Sikkim Manipal University – Thane (Distance) 06/2006 - 02/2007 HSC: Science & Information Technology: Royal Junior College – Dombivli (Maharashtra Board) 06/2004 - 03/2005 SSC: Adarsh English School –Dombivli (Maharashtra Board) CERTIFICATIONS EC-Council Certified Ethical Hacker v7.0 EC-Council Network Security Administrator v4.0 CompTIA A+ (2009 edition) CompTIA Security+ (2008 edition) Microsoft Security Fundamentals Exin ISFS Information Security Foundation Based on ISO/IEC 27002 Exin ITIL Foundation v3 Certificate in IT Service Management PECB Certified ISO/IEC 27001 Lead Auditor C.S.S.C Lean Six Sigma White Belt Certified C.S.S.C Lean Six Sigma Yellow Belt Certified 6sigmastudy Six Sigma Yellow Belt Certified SCRUMStudy Scrum Fundamentals Certified Ec-Council Career ID: - ECC955341 Ec-Council Career ID: -ECC956779 CompTIA Career ID: - COMP- CompTIA Career ID: - COMP- Microsoft Certification ID: - Exin Certification ID: -EXN- Exin Certification ID: -EXN- PECB Certification ID: - ISPA- Certification ID: - G2MTNGOATT Certification ID: - LSSYB-01C/225 Certification ID: - 847189 Certification ID: - 900246 Self-Trained in Below Courses ITILv4, VMware 6, Six Sigma Yellow Belt. I hereby declare that all the statements mentioned here is true & correct to the best of my knowledge & belief. [Raj Raja]