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IT Operations and Infrastructure Project Manager

Resume keywords summary: Accomplished and performance-driven IT Infrastructure Manager with 9


years of progressive experience in design, development, delivery & program management of successful
cost-effective, high-performance network & security solutions.

Contact Information
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Work Experience
Experience level: 10 +
Profile/Cover Letter: H. MURLIDHAR RAO
Mob +91-9971307090 E-mail Murlidhar.rao@gmail.com
SENIOR-LEVEL TECHNO MANAGEMENT PROFILE IN IT DOMAIN
Synopsis Accomplished and performance-driven IT Infrastructure Manager with 9 years of progressive
experience in design, development, delivery & program management of successful cost-effective, highperformance network & security solutions. Expertise acquired in the domain of Operations, IT Systems
Management and Infrastructure administration in a BPO and Telecommunication.
CAREER SYNOPSIS
Last employment as the IT Infrastructure Manager with MTN - Benin. Cotonou-Benin.
Dynamic Leader in maintaining delivery excellence and impeccable organizational functioning.
Analytical decision maker with commendable problem solving, negotiation, strategic communication and
inter-personal skills.
SKILLS SYNOPSIS
Successfully handling BPO/Telecom sector IT Infrastructure operations & extensive experience in
developing procedures, service standards, and operational policies for IT business excellence.
Technology Leadership in corporate technology applications to achieve cost-effective improved service,
ensuring organizational information security.
IT infrastructure planning, IT business proposals for prospective clients, operations & systems support
with capacity requirement planning.
Adept at Service Center Operations, Change Management and Helpdesk Support.
Conduct Security vulnerability assessment, review and recommend security infrastructure.
Design and implement Networking solutions involving routing and switching, data center network, disaster
recovery network.
Troubleshooting of Desktop and server hardware, Installations of new servers in the organization like
Exchange Email, Firewall Proxy, Web, Print Server, Domain Controller, Additional Domain Controller,
IMAP, FILE Servers.
CORE COMPETENCIES
IT infrastructure Management
Security and Network Infrastructure
Operations Management

System Support & Trouble-Shooting


Capacity requirement Planning
Process Improvement
Leadership Teamwork & Mentoring
ITIL (Information Technology Infrastructure Library)
Risk Mitigation & Management
Pre-sales and post sales support
PROFESSIONAL CERTIFICATIONS
PMP (Project Management Professional).
CCNA (Cisco Certified Network Associate) 4.0.
CCNP (Cisco Certified Network Professional).
Microsoft Certified Systems Engineer 2000 & 2003.
Information Technology Infrastructure Library- SM/SD.
Securing Network with Cisco Routers & Switches (SNRS).
Checkpoint Certification.
PROFESSIONAL TRAININGS
2 Year Software Development Diploma NIIT.
Professional Med Transcription from the DIMT.
Training for SBC Yahoo DSL ISP operations.
SUN Solaris 9.0 Intermediate and expert Training.
GPRS Implementation - Ericsson
CAREER OUTLINE
MTN - BENIN. COTONOU-BENIN (Jun'04 Apr'10)
IT Infrastructure Manager
CONVERGYS INDIA (Mar'03 Apr'04)
Team Leader - Technical (Operations & Customer Support)
VCUSTOMER SERVICES INDIA PVT LTD (Sep'01 - Feb' 03)
Group Leader- Technical Support
PROFESSIONAL EXPERIENCE
MTN - BENIN. COTONOU-BENIN (Jun'04 Apr'10)
Job Profile Plan, configure and maintain the IT Infrastructure of the company, various LAN, WAN, MAN,
Internet gateway, VSAT, SAT3, Mail servers, Application servers, Cisco/Juniper/Huawei Routers and
Firewall. Handle the functions of an Infrastructure Manager (Systems/Networking/Technical
Support/Security/VOIP).
Role IT Infrastructure Manager
Accomplishments
PM for Blackberry Launch in Benin.
Single handedly created the IT IS Team, Data Centre, GIS conn with 9 WECA countries and Enterprise
application systems from start.
Reduced total cost of ownership.
Accountabilities

IT Infrastructure Management
Facilitate support to the companys IT infrastructure aligned with the mission and program activities of the
Future Group.
As a Single Point of Contact (SPOC), oversee the Technical Support Services, Networking, Systems
Management Support and IT Security.
Technology Management
Address/Domain Management, Application and E-mail Services, Configuration Management,
LAN/MAN/WAN Services, File and Print Services, Remote Access Services, Maintenance Support,
VOIP/Call Centre Support, Network Management, Network Operations, Backup/Recovery Services for
network servers, Unix/Windows servers, and High Performance Computing Support.
Computer/System Security Reporting, Firewall/DMZ Management, Incident Reporting and LAN/WAN
Security Assessments and Reviews.
IS Policy & Planning Direct and coordinate Office of Information Services program planning activities,
including development of internal policies and procedures, long-range training strategies, strategic
workforce planning, and Infrastructure planning.
Program Planning and Budget Formulation
Provide direction and coordination of strategic planning and short-range resource planning and
forecasting, budget development, and coordination. Manage the annual IT Infrastructure Section budget
submission.
Provide analysis of cost management and performance management data.
Development and Deployment
Develop components of the companys IT architecture pertaining to IT infrastructure development,
standards, and practices.
Provide technical guidance and direct assistance to headquarters and regional offices regarding
implementation of corporate wide application systems and IT infrastructure issues and practices.
IT Security
Direct company's computer security program, including conducting IT security risk analysis and reviews,
certifying and accrediting the companys IT systems, and directing the company's computer security
awareness program.
Provide Subject Matter Expertise related to computer security and compliance.
CONVERGYS INDIA (Mar'03 Apr'04)
Job Profile Streamline processes for Software Development Center in IT Operations & Technical helpdesk
for smooth Project Development. Build Support Team for handling core projects for SBC-DSL YAHOO,
CITIBANK.
Role Team Leader - Technical (Operations & Customer Support)
Accomplishments
Successfully implemented Internal Helpdesk and Project Tracking Systems, managed project execution
starting from the pre-sales phase to delivery of product.
Developed the IT strategic plan, analyzed and assisted the department IT needs in conjunction with the
OS, Network, Database, Data Interchange (EDI), Web, Application group.
Accountabilities
Team Management & Training
Manage outsource team along with in-house team in case of outsourced project.
Monitor and mentor support staff, providing necessary training and development to achieve personal and
organizational goal.
Operation Management
Handle CSAT surveys, MIS Report Generation, Focus areas of Six Sigma projects Customer satisfaction/
profitability, Change Management, Asset management, IT Helpdesk Management and Vendor
management.
Effective escalation management for the outbound telemarketing projects.
Develop efficient customer service and quality norms as per the client guidelines.
VCUSTOMER SERVICES INDIA P.L. (Sep'01 - Feb' 03)

Job Profile Provide Facility Management services to one of Indias largest call center providing eCRM
service to HP, Microsoft, Netgear, Linksis, and Fingerhut. And maintain 99% uptime and streamline
helpdesk, processes and end-user support on 24x7 basis.
Role Group Leader- Technical Support
Accomplishments
Retained exiting customer support.
Played pivotal role in business development from Government to private Oil and Gas companies yielding
100% growth.
Accountabilities
Operations Management
Supervise calls and monitor back office operations.
Assist a team of 4 IT Helpdesk executives and 24 Engineers.
Streamline IT Helpdesk Support and Procedures enhancements.
Handle all the IT activity performed on daily basis, providing 247 IT FM services according to client
requirements.
Revise the SPH - goals for the various campaigns operating on the floor based on the lead set.
Leadership & Performance Management
Supervise, motivate and lead a team 15 Customer Care Executives, ensuring optimum performance.
Assess employee performance and initiate team activities for increasing the motivation level of the team,
ensuring optimum performance.
Team resource planning, performance management monitor assigned work, list management and
strategic seating.
Technical Support Provide technical support to the customers in installation and technology related
issues.
Training
Monitor and provide training to new batches.
Design training modules & impart training sessions on process knowledge, to other team members for
performance enhancement on Amazon.com.
Prepare training modules on soft skills and stress management.
Solution Presentation - Present demo technology solution to the clients.
Provide Pre-sales and post sales support.
Resolve functional issues in coordination with SME (Subject Matter Expert).
EDUCATION
Pursuing Master of Computer Applications from AMITY University.
Bachelor of Technology from UPTU.
PERSONAL PARTICULARS
Date of Birth 31st Dec 1981.
Address M-275 G.H.K Nagar, Paschim Vihar, New Delhi-87, India.
Passport Details No Z2014788 (Valid up-to July 27, 2019).
Marital Status Single.
Languages Known English, French and Hindi.

Employer:

Freelancer

Job Title:

IT Operations Project Manager

Start
Month/Year:

06/2010

End
Month/Year:

Current

City:

New Delhi

Country:

India

Description:

Responsible for the overall running of the clients onsite operation, brought in as a short-term contract as a
trouble fixer to resolve issues onsite, re-establish client confidence and reduce calls. End client and
stakeholder liaison. Ensure SLA compliance. Investigate escalated technical services calls. Day to day
management of onsite team.

Employer:

MTN

Job Title:

IT Infrastructure Manager

Start
Month/Year:

06/2004

End
Month/Year:

04/2010

City:

Cotonou

Country:

Benin

Description:

Job Profile: Plan, configure and maintain the IT Infrastructure of the company, various LAN, WAN, MAN,
Internet gateway, VSAT, SAT3, Mail servers, Application servers, Cisco/Juniper/Huawei Routers and
Firewall. Handle the functions of an Infrastructure Manager (Systems/Networking/Technical
Support/Security/VOIP).
Role: IT Infrastructure Manager
Accomplishments:
PM for Blackberry Launch in Benin.
Single handedly created the IT IS Team, Data Centre, GIS conn with 9 WECA countries and Enterprise
application systems from start.
Reduced total cost of ownership.
Accountabilities:
IT Infrastructure Management:
Facilitate support to the companys IT infrastructure aligned with the mission and program activities of the
Future Group.
As a Single Point of Contact (SPOC), oversee the Technical Support Services, Networking, Systems
Management Support and IT Security.
Technology Management:
Address/Domain Management, Application and E-mail Services, Configuration Management,
LAN/MAN/WAN Services, File and Print Services, Remote Access Services, Maintenance Support,
VOIP/Call Centre Support, Network Management, Network Operations, Backup/Recovery Services for
network servers, Unix/Windows servers, and High Performance Computing Support.
Computer/System Security Reporting, Firewall/DMZ Management, Incident Reporting and LAN/WAN
Security Assessments and Reviews.
IS Policy & Planning: Direct and coordinate Office of Information Services program planning activities,
including development of internal policies and procedures, long-range training strategies, strategic
workforce planning, and Infrastructure planning.
Program Planning and Budget Formulation:
Provide direction and coordination of strategic planning and short-range resource planning and
forecasting, budget development, and coordination. Manage the annual IT Infrastructure Section budget
submission.
Provide analysis of cost management and performance management data.
Development and Deployment:
Develop components of the companys IT architecture pertaining to IT infrastructure development,
standards, and practices.
Provide technical guidance and direct assistance to headquarters and regional offices regarding

implementation of corporate wide application systems and IT infrastructure issues and practices.
IT Security:
Direct company's computer security program, including conducting IT security risk analysis and reviews,
certifying and accrediting the companys IT systems, and directing the company's computer security
awareness program.
Provide Subject Matter Expertise related to computer security and compliance.

Employer:

CONVERGYS INDIA

Job Title:

Team Leader - Technical (Operations & Customer Support)

Start
Month/Year:

03/2003

End
Month/Year:

04/2004

City:

New Delhi

Country:

India

Description:

Job Profile: Streamline processes for Software Development Center in IT Operations & Technical helpdesk
for smooth Project Development. Build Support Team for handling core projects for SBC-DSL YAHOO,
CITIBANK.
Role: Team Leader - Technical (Operations & Customer Support)
Accomplishments:
Successfully implemented Internal Helpdesk and Project Tracking Systems, managed project execution
starting from the pre-sales phase to delivery of product.
Developed the IT strategic plan, analyzed and assisted the department IT needs in conjunction with the
OS, Network, Database, Data Interchange (EDI), Web, Application group.
Accountabilities:
Team Management & Training:
Manage outsource team along with in-house team in case of outsourced project.
Monitor and mentor support staff, providing necessary training and development to achieve personal and
organizational goal.
Operation Management:
Handle CSAT surveys, MIS Report Generation, Focus areas of Six Sigma projects: Customer
satisfaction/ profitability, Change Management, Asset management, IT Helpdesk Management and Vendor
management.
Effective escalation management for the outbound telemarketing projects.
Develop efficient customer service and quality norms as per the client guidelines.

Background and Experience

Education Level:

Bachelor's Degree

School Name:

UPTU

Major:

Computers

City:

New delhi

Country:

India

Graduation Date:

30/03/2004

Description:

B.Tech in Computers

Languages
Language

Level

English

Fluent

Hindi

Fluent

Job Preferences
Job Category: Project Manager Job
Job Type: Any Job Type
Job Status: Flexible
Desired Salary: $0 Unspecified
Desired Location: Not Specified
Willing to Relocate: Yes

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