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VARUNA
GOEL
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VARUNA
GOEL
PROFESSIONAL SUMMARY
Certified ITIL professional
with more than 18 years of proven expertise in planning, commissioning
management and governance of large IT Infrastructure Projects.
Core
experience in IT governance and managing IT Operations in a large complex
environment (Infrastructure, LAN, WAN, Systems). Adept with compliances
pertaining to Quality standards – ISO 20000,
ISO 27001, BS 7799, Disaster Recovery (DR) and Business Continuity Plans
(BCP), Problem Resolution and Standardization, Project Planning and Management,
Presales and Post-Sales Support
to new and existing Customers, Client interface including responsibility for
Customer Relationships. Successfully planned and commissioned several large IT
Infrastructure Projects for Wipro Technologies with total capacity varying from
500 to 3000 seats.
Possess
good interpersonal and team management skills with an ability to maintain
excellent relationships at all levels.
EXPERIENCE
Independent Consultant May
2011 – Till date
·
Working
independently and providing consultancy in areas of Service Management, Risk
Management and Solution selling to help Customers Manage the Business of IT.
Helping customers manage
·
IT processes as
per Business requirements, Operational needs with compliance to Industry
Standards like ISO 20000 / 27001. Define and approve IT
Policy. Design, implement & monitor the IT processes and measure the same.
Identify gaps in IT processes for improvement
·
IT Operations by
Monitoring, Reporting, Analyzing (including Root Cause Analysis) and Action
Taken. Identifying reports for day to day/Monthly/Quarterly operations. Monitor
& analyze monthly reports and take appropriate actions to streamline
operations.
·
SLA Management -Define & document
agreed SLA for Internal requirements and vendor contracts. Conduct review of
SLA adherence and identify root cause of failure
·
Information Security - Align/Define
organizations Security policies. Identify gaps in Security policies and bridge
the same. Manage. Maintain & Implement Information Security processes
·
IT Compliance Audits on performance and
publish audit report
·
IT Customer Satisfaction Surveys and
identify areas of improvement with action plan
·
Internal IT equipment requirements like
Desktops, Laptops, Networking, Server & Storage equipment’s
Bharti
Walmart Pvt. Ltd., Gurgaon July
2008 – April 2011
Senior
Manager - IT Governance (Pan India)
Bharti WalMart Pvt Ltd.,
Gurgaon : April
2010 – April 2011
Bharti Retail Pvt Ltd.,
Gurgaon :
July 2008 – March 2010
KEY
RESPONSIBILITIES
IT
Governance:
·
Process Management
o
Define and approve IT Policy and Framework
o
Design the IT processes and its
measurements
o
Implement processes and monitor the same
o
Identify gaps in IT processes
o
Process improvement
·
Vendor & Contract Management
o
Manage IT contracts with vendors
o
Review contract delivery and compliance
o
Conduct and Manage Monthly review meetings
with vendors & escalations from Operations team
o
Create and review Balance Scorecard for the
vendor
o
Identify areas of improvement in contract
·
Information Security
o
Align vendors with organizations Security
policies
o
Identify gaps in Security policies and
bridge the same
o
Manage. Maintain & Implement
Information Security processes
o
Conduct monthly review of reports
·
SLA Management
o
Define & document agreed SLA for all
vendor contracts
o
Conduct monthly review of SLA adherence and
identify root cause of failure
o
Escalate unresolved issues to Bharti
Walmart CIO
·
Hosted Data Centre Infrastructure Setup at
Airtel, Noida for Bharti Retail
·
Monitored & Managed progress of
Projects for Application Development & Infrastructure Setup
·
Conduct & Publish results of Customer
Satisfaction Surveys and identify areas of improvement with action plan
·
Conduct Compliance Audits on vendors
performance and IT Department and publish audit report
·
Publish & review Balance Scorecard for
vendors and IT department
·
Manage, Control and Monitor IT Budgets
Wipro Technologies Ltd., Gurgaon August
2000 – July 2008
Systems Manager
Role
May,
2005 – July 2008 IT
Cluster Head (Northern Region - IT Management Group),
Wipro
Technologies & Wipro Infotech North Region, India
January,
2003 – May 2005 Manager
Business Support Services - IT Management Group, India
January,
2003 – Dec, 2004 IT
Integration Manager, Wipro Technologies & Wipro BPO
August,
2001 – January, 2003 IT Manager,
Electronic City facility, Wipro Technologies, Bangalore
September,
2000 – Aug, 2001 IT Manager,
Wipro Technologies, Gurgaon
KEY
RESPONSIBILITIES
IT
Cluster Head for Northern Region :
- Managing a team of 25 employees
- Ensuring quality compliances as per ISO 20000 and
ISO 27001
- Responsible for Audits - Internal, External and
Client audits
- Preparation of Disaster Recovery document and
conducting DR Drills as per calendar
- Managed Data Center Infrastructure setup and
sustenance
- Monitoring and maintaining SLAs with vendors &
customers
- Business Review Meetings (quarterly) with
Customers to ensure timely closure of action items
- Monthly Reviews with Vendors & Customers so as
to ensure customer satisfaction
- Handling escalations from customers
- Location & Department Level Management Review
Meetings with Location & Department Heads
- Process enhancements and compliance, identify gaps
in IT processes work towards bridging them
- Plan and identify new initiatives to align IT with
business requirements
IT
Operations :
·
Incident, Problem and Change Management
·
Remote Infrastructure Management and
Incident Support
·
Service level & Vendor Management
·
Network & Systems Management
·
Helpdesk Operations
·
Information Security Operations.
·
Ensuring high availability of IT
Infrastructure, uninterrupted service of Networks (LAN, WAN) equipment, along
with monitoring critical servers and devices as per agreed service levels
·
Resolving Issues & concerns of Team
Members and ensuring a high level of motivation in them.
Presales
& Post-sales Support :
- Presales and Post-Sales
Support for establishing Off-shore Development Centers
(Networks and Communication links)
- Preparing RFP / RFI responses (RFP: Request for
Proposal ; RFI: Request for Information) - preparing Proposals and making
Presentation to clients. This includes direct interaction with customers,
managing site visits, presentations, tele-conferences, video conferences,
etc.
- Delivered presentations on IT Infrastructure,
Security Framework and Disaster
Recovery Framework for IT Management Group to various customers
like Northwestern Mutual, Credit Suisse, Lucent, Ericsson, Cisco, EMRC,
Scottish Parliament, Transco, Lehman Brothers, Charles Schwab, GMAC,
Capital One, Option-1, Swiss Re, Alltel, etc.
- Delivered a presentation to all employees at Wipro
Technologies, Electronic City, Bangalore on BS 7799 quality standard
(Security standard followed at WT).
Project
Planning & Management
·
Preparation of Project Plans for Setup of
Offshore Development Centers (ODCs) and implementation of same.
·
Ensuring end to end delivery of the
Projects.
·
Planned and implemented Secure Client
Networks for the offshore software development.
·
Handled Organization wide projects like
Desktop Standardization, Migration of Messaging from Netscape to MS Exchange
and Web casting of Annual employee communications. Implementing Central
Projects like Windows 2000 Migration, Asset Management, IP Telephony, etc.
ACHIEVEMENTS
·
Successfully Planned and Commissioned 2
Towers at SEZ, Greater Noida with a total capacity of 3000 employees in year
2007-08.
·
Commissioned Gurgaon Development Center for
Wipro Technologies (1 Tower) with a seating capacity of 1500 employees in year
2006. This involved planning and implementation of LAN, WAN, IP Telephony,
active and passive devices.
·
Planned and Commissioned a Wipro facility
in NSEZ (NOIDA) with a seating capacity of 200 employees.
·
Commissioned 3 Towers (total capacity of
2500 seats) & a Learning Center with a capacity of 500 seats in Electronic
City, Bangalore.
·
Implemented Quality processes and
procedures in line with ISO & BS7799 standards
·
Implementation of Disaster Recovery setup
for Wipro Technologies Critical Resources.
·
Single handedly
setup
the Development Center of Wipro Technologies at Gurgaon in year 2001.
-
a facility with 55 seats with 100Mbps
switched LAN, WAN link to Electronic City, Bangalore with ISDN as backup link
& Internet link (Radio) with STPI.
-
setup the messaging system & Internet
proxy Infrastructure.
-
streamlined the processes for call logging,
escalations & resolution.
SDG
Corporation India, NEPZ Noida, India April,
1999 – September, 2000
Infrastructure
Specialist
Job Profile
·
Co-ordination with counterparts in US
office.
·
Provided complete technical support to
customers and in-house end-users.
·
Liaison with vendors for purchase of
Hardware and Software.
·
Maintenance of Networks including
Installation of Hardware and Software : Windows NT 4.0, MS-Exchange 5.5, Proxy
server 2.0, IIS 4.0, OS/2 Connect 4.0, MS
SQL server 6.5, Oracle 7.3 RDBMS, Sun Solaris 2.4 (Sun Sparc Station
SS-20, Intel Platform), Netegrity's
SiteMinder, Oracle 7.3.
·
Protect, Authorize and Authenticate web
server using Basic & SSL. Created & used custom HTML forms for
Authentication.
·
Focussed approach towards service and
response quality enabling Software Developers to achieve their deadlines.
·
Installed and Maintained Windows NT 4.0
on 3 Servers. Configured DHCP, DNS, WINS and Integrated the same. Configured
and used Static routing on (Gateway) Windows NT Server, for Internet Gateway.
Installed and Maintained MS Exchange 5.5 on 2 Servers and configured to
replicate the same. Replicated Directory Services and Public Folders.
Configured Internet Mail Service on the Gateway server to send and receive
Internet Mail. Also Installed and maintained the company's web site on Internet Information Server 4.0. Installed
and maintained MS-Proxy Server 2.0 on the Gateway server to provide Internet
services to all end users. Also
configured Reverse Proxying for Internal web servers to publish content on
Internet.
·
Maintained Sun Sparc 20. Having 2 internal and 2 external hard drives, VT 220
terminal as console, Running Solaris 2.4, having Ingres 6.4 RDBMS.
Modi Olivetti Ltd., New
Delhi, India September,
1994 to March, 1999
Senior Engineer
Job Profile
·
Provided complete technical support to
customers
·
Was responsible for Training and Managing a
team of 3 Engineers.
·
Consistently achieved set targets for Annual
Maintenance Contracts and upgradations.
·
Was assigned responsibility for KEY
ACCOUNTS of Modi Olivetti Ltd., which included large Multinational
Corporations, Banks, Institutional Networks etc.
Samtech Engineering Pvt.
Ltd., New Delhi January,
1993 to August, 1994
Customer Support Engineer
Job Profile
·
Provided Technical Support to clients,
which included troubleshooting, installation and maintenance of Servers and
Networks.
·
Was also deputed as Resident Engineer at
Deutsche Bank, New Delhi.
TRAINING / PROFESSIONAL COURSES
·
Certified in IT Service Management (ITSM), based on ITIL Standards for IT
Service Support and Delivery conducted by Hewlett Packard India. Achieved 90% in certification.
·
Training on Total Quality using Six Sigma (TQSS) program at Wipro.
·
Training for New Leaders Program (NLP) at
Wipro.
·
Training on Windows 2000 AD Design &
implementation, conducted by Microsoft.
·
Training in SiteMinder 3.5 for Web
Security.
·
Microsoft Certified Systems Engineer (MCSE)
Course from STG, New Delhi, 1998.
·
Microsoft Certified Course in Microsoft
Foundation Class Library - VC++ from STG, New Delhi, 1997.
EDUCATION
Pursuing
MBA (Operations Management) from Symbiosis, Pune.
Honors
Diploma in Systems Management from N.I.I.T, New Delhi in 1991.
Bachelors
Degree in Science from University of Delhi in 1990
Certifications
·
Certified ITIL Professional.
·
Certificate course in C++ from STG
International, New Delhi in 1997.
·
Certificate Course in Oracle 7.1, Developer
2000, Forms 4.5 and Reports 2.5 from STG in 1997.
·
Post Graduate Diploma in Multimedia from
Priyadarshini, New Delhi, 1997.
·
Diploma in Computer Hardware Maintenance
from Uptron S & T Point, New Delhi in 1992.
SKILLS
Operating
Systems Windows
2000/NT4 Server and professional
RedHat
Linux 6.2 / 7.0/SCO-UNIX System V Rel. 3.2 v4.x and SCO
Open
Server 5.0/Sun Solaris 2.4 & 2.6 (Sparc), 2.6 (On Intel)
NetWare
3.x, 4.x, Windows 95/98/3.xx, OS/2 Connect 4.0
MS-DOS
6.22, Banyan Vines ver 4.xx
Protocols TCP/IP,
IPX/SPX, NetBEUI
Internet
Technologies MS
Exchange 5.5, IIS 4.0, Netscape Web Server 3.x, DHCP, DNS
WINS
Integration, Netscape Directory Server 4.x, MS-Proxy Server
Oracle
Web Applications Server 4.0.7.1/4.0.8.1.
Knowledge
of ASP, HTML, VBScript.
Security IPCHAINS,
Netegrity’s Siteminder 3.x
Hardware IBM
Servers, Compaq Servers, HP Servers, Sun Sparc 20, Olivetti
Languages VC++,
C++, MFC, Windows SDK, COBOL
RDBMS
/ GUI SQL
Server 6.5 & 7.0, Oracle, Developer 2000, Forms, Reports
PERSONAL
DETAILS
Date of Birth : 10th Mar, 1972
Phone :
+91-9876543210
Address :
25/1 N S Road, New Delhi - 110001
REFERENCES
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