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VARUNA GOEL
PROFESSIONAL SUMMARY
Certified ITIL professionalwith 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
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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
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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
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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.
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SLA Management -Define & document agreed SLA for Internal requirements and vendor contracts. Conduct review of SLA adherence and identify root cause of failure
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Information Security - Align/Define organizations Security policies. Identify gaps in Security policies and bridge the same. Manage. Maintain & Implement Information Security processes
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IT Compliance Audits on performance and publish audit report
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IT Customer Satisfaction Surveys and identify areas of improvement with action plan
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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:
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Process Management
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Define and approve IT Policy and Framework
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Design the IT processes and its measurements
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Implement processes and monitor the same
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Identify gaps in IT processes
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Process improvement
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Vendor & Contract Management
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Manage IT contracts with vendors
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Review contract delivery and compliance
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Conduct and Manage Monthly review meetings with vendors & escalations from Operations team
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Create and review Balance Scorecard for the vendor
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Identify areas of improvement in contract
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Information Security
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Align vendors with organizations Security policies
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Identify gaps in Security policies and bridge the same
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Manage. Maintain & Implement Information Security processes
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Conduct monthly review of reports
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SLA Management
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Define & document agreed SLA for all vendor contracts
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Conduct monthly review of SLA adherence and identify root cause of failure
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Escalate unresolved issues to Bharti Walmart CIO
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Hosted Data Centre Infrastructure Setup at Airtel, Noida for Bharti Retail
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Monitored & Managed progress of Projects for Application Development & Infrastructure Setup
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Conduct & Publish results of Customer Satisfaction Surveys and identify areas of improvement with action plan
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Conduct Compliance Audits on vendors performance and IT Department and publish audit report
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Publish & review Balance Scorecard for vendors and IT department
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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 :
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Incident, Problem and Change Management
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Remote Infrastructure Management and Incident Support
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Service level & Vendor Management
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Network & Systems Management
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Helpdesk Operations
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Information Security Operations.
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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
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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
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Preparation of Project Plans for Setup of Offshore Development Centers (ODCs) and implementation of same.
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Ensuring end to end delivery of the Projects.
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Planned and implemented Secure Client Networks for the offshore software development.
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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
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Successfully Planned and Commissioned 2 Towers at SEZ, Greater Noida with a total capacity of 3000 employees in year 2007-08.
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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.
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Planned and Commissioned a Wipro facility in NSEZ (NOIDA) with a seating capacity of 200 employees.
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Commissioned 3 Towers (total capacity of 2500 seats) & a Learning Center with a capacity of 500 seats in Electronic City, Bangalore.
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Implemented Quality processes and procedures in line with ISO & BS7799 standards
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Implementation of Disaster Recovery setup for Wipro Technologies Critical Resources.
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Single handedly setupthe Development Center of Wipro Technologies at Gurgaon in year 2001.
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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.
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setup the messaging system & Internet proxy Infrastructure.
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streamlined the processes for call logging, escalations & resolution.
SDG Corporation India, NEPZ Noida, India April, 1999 – September, 2000
Infrastructure Specialist
Job Profile
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Co-ordination with counterparts in US office.
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Provided complete technical support to customers and in-house end-users.
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Liaison with vendors for purchase of Hardware and Software.
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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.
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Protect, Authorize and Authenticate web server using Basic & SSL. Created & used custom HTML forms for Authentication.
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Focussed approach towards service and response quality enabling Software Developers to achieve their deadlines.
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Installed and Maintained Windows NT 4.0on 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.
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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
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Provided complete technical support to customers
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Was responsible for Training and Managing a team of 3 Engineers.
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Consistently achieved set targets for Annual Maintenance Contracts and upgradations.
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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
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Provided Technical Support to clients, which included troubleshooting, installation and maintenance of Servers and Networks.
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Was also deputed as Resident Engineer at Deutsche Bank, New Delhi.
TRAINING / PROFESSIONAL COURSES
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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.
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Training on Total Quality using Six Sigma (TQSS) program at Wipro.
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Training for New Leaders Program (NLP) at Wipro.
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Training on Windows 2000 AD Design & implementation, conducted by Microsoft.
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Training in SiteMinder 3.5 for Web Security.
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Microsoft Certified Systems Engineer (MCSE) Course from STG, New Delhi, 1998.
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Microsoft Certified Course in Microsoft Foundation Class Library - VC++ from STG, New Delhi, 1997.