Summary
Overview
Work History
Education
Skills
Certification
Languages
Previous Experience
Personal Information
Timeline
Generic

SUDHEER SAGGAM

Tampines

Summary

AN ACCOMPLISHED IT INFRASTRUCTURE & SERVICE DELIVERY MANAGER Targeting leadership assignments in IT Infrastructure Management and Service Delivery with an organization of repute in Logistics / IT industry preferably in Singapore

Overview

23
23
years of professional experience
1
1
Certification

Work History

IT Infrastructure and Senior System Analyst

VMware(S) Pte.
08.2011 - Current
  • Formulating the service portfolio & strategy and implementing new processes in the service
  • Steering and assisting in continuous supplier service reviews and tracking
  • Scrutinizing service performance & progress
  • Managing delivery of 24x7 high performance service, reducing incidents (zero incident strategy) and minimizing recovery times
  • Offering / providing structural resolution of incidents by delivering final fix based on root cause analysis, leveraging the problem management, decreasing investigation time and driving improvement plans
  • Embedding effective change management process
  • Supporting the infrastructure guidelines definition and performing regular capacity assessments
  • Ensuring service management tools, methodologies, governance and standards are understood and form part of the IT strategy
  • Building strong working relationships and acting as a key contact with outsourced vendor for application support
  • Driving global standardization of: Operations & IT processes through collaboration with other entities/disciplines
  • Product support & service in line with standardization of operations & IT processes
  • Leading service management support for new business initiatives
  • Improving the business unit P&L through cost effective usage of IT services and solutions
  • Conducting continual assessment of service management tools, costs and standards
  • Performing ongoing assessment of the skills and competencies within the teams – ensuring training & development plans are in place to address any gaps / needs
  • Driving daily operations of VMware R&D for India, Australia and China lab environment, which are running from Singapore DC, during their time zones
  • Building strong focus on inventory Management, maintenance renewal scheduling and prioritizing equipment re-greening within procurement budget constraints
  • Steering the design of customer oriented solutions using VMware
  • Managing complete set-up of the test bed for customers requiring troubleshooting on the on-going issues like configuration of servers, network switches (both layer2 and layer3) and mid-level storages to higher end EMC storages (VNX 5300, 5500, 7500)
  • Backing-up data from lab servers and managing lab storage environment (SAN, NAS) for core services & GSS (customer) requests
  • Preparing, configuring and maintaining cloud environments based on Lab Manager and vCD
  • Monitoring DC Infrastructure (150racks) and approving PSC for the new equipment for VMware R&D teams
  • Rendering assistance on the configuration and problem solving for VMware R&D teams for testing the new releases
  • Directing the installation and configuration of the EMC storages while providing full storage administration to the users including allocation of space (NFS, FC, ISCSI, CIFS)
  • Engaged in documenting of client feature requests and issues
  • Supporting break/fix/maintenance of servers and applications, including Windows 2003, Linux, DNS, DHCP and NFS
  • Procuring and configuring lab equipment including Windows and Linux Servers
  • Accomplishments: Setting up facilities across APAC regions, from the stage of inception including design, installation and migration
  • Excellent track record of driving timely, high-quality and cost-effective execution of all projects across all engagements and ensured achievement of goals set for customer satisfaction & organizational profitability
  • Led a team size of 10+ engineers operating in 24/7 different shifts; organised technical trainings for new recruit.

IT Infrastructure and Citrix Team Lead

Allen & Overy LLP
01.2007 - 08.2011
  • Administered various in-house projects including Hardware Refresh Projects throughout Asian regions, upgrading network equipment, HP servers and bringing them to the standards
  • Controlled the network and communications infrastructures such as Active Directory Intranet, Intranet and messaging services to ensure service levels attainment
  • Acted as a Technical lead for network services, operating as the interface with Centers of Excellence and as 2nd/3rd line functional escalation for network services
  • Supervised creation and maintenance of documentation required to operate, maintain and support disaster recovery for the services
  • Monitored change management and release co-ordination for the transition of new services into the production environment
  • Managed business as usual service request for the expansion or contraction of the services
  • Dealt with local and regional service provider organizations
  • Ensured 95% of Service Levels met or achieved
  • Accomplishments: Successfully deployed and assisted with large scale Citrix environments with multiple Citrix Farms on versions Citrix 4.0, 4.5, Xenapp and Provision Servers
  • Executed Citrix migration from 4.0 to 4.5 and to Provision Server
  • Played a key role in setting-up Citrix Secure Gateways over DMZ networks including Web Interfaces
  • Pivotal in Citrix data store management, and supported 16 and 32 bit applications in a Citrix environment.

IT Infrastructure Analyst / Team Lead

Orbital Sciences (Smart Lynx Solutions)
01.2005 - 01.2007
  • Project Handled: Title: Automated Vehicle Management System (AVMS)
  • Client: Singapore Bus Service (SBS) TRANSIT
  • Period: Jan’05 – Jan’07
  • Synopsis: The AVMS interfaced with internal (SBS) subsystems and external (non-SBS) systems to manage SBS transit’s buses and auxiliary vehicles such as vans and small pick-up trucks
  • It communicated with vehicles using a General Packet Radio Service (GPRS) network
  • It also interfaced with selected SBS internal subsystems to extract schedule data, enable access to performance data such as vehicle logs, verification of bus captain logons and so on
  • Accomplishments: Successfully designed, implemented and administered Citrix Presentation Server 3.0 and 4.0 and Access Gateway Farm
  • Scrutinized the technical operations, specifications, and administration of the Citrix Server Farm
  • Assisted Citrix installation upgrades by installing service packs and resolving service requests
  • Shared necessary documentation and knowledge transfer to customers during and after project implementations
  • Played a significant role in implementing and maintaining a Microsoft based cluster solution which supported automatic failover of the Orbital Application Servers, along with the Microsoft SQL database being utilized by the software
  • Installation and configuration for HP Storage Works MSA1000 shared between the two clusters with fiber channel redundant paths Using HP MPIO
  • Rendered Level 1/2/3 support on Citrix related issues, LAN products such as desktop operating systems, office applications and windows servers.

Senior System & Network Administrator

HCL Technologies (M), Sdn Bhd.
04.2004 - 12.2004
  • Project Handled: Title: BPO Set-up for Microsoft
  • Period: Apr’04 - Dec’04
  • Synopsis: The project included the setting-up of the BPO Call Centre for Microsoft for APAC region.

Network System Architect

Markora System (M), Sdn. Bhd.
03.2001 - 03.2004

Education

MCA -

Osmania University
01.1999

B.Com. -

Sanghi College, Osmania University
01.1997

Skills

  • VMWare
  • Cisco Layer 2 and Layer 3 Switches, Riverbed SH2020 WAN Optimizers, Nokia Checkpoint Firewall
  • Storages ( EMC, Dell, HP) HP Storage Works MSA 1000, HP Store Works MSL 6000 HP EVA 4000, EMC Clarion (5500, 5700, 7500)
  • ITIL Framework
  • Citrix 40/45/Provision server, Citrix Secure Gateway server
  • Checkpoint Firewall
  • Network Administration
  • Virtualization Technologies
  • Disaster Recovery Planning
  • Project Management

Certification

  • Microsoft Certified Systems Engineer 2003 (MCSE)
  • Information Technology Infrastructure Library (ITILv2 Foundation)
  • Information Technology Infrastructure Library (ITIL V3)
  • Microsoft SQL 2005 Administration Trained
  • Citrix Presentation Server Version 4.5 and XEN APP Server
  • Vmware vSphere V5.0 Trained
  • EMC Storage and Administration for VNX
  • DCUCI v5.0 Implementing Cisco Data Center Unified Computing
  • CDCP Trained and Certified
  • Vmware NSX Trained (Pursuing Certification)
  • Vmware VSAN Trained
  • Certified PRINCE2 Foundation and Practitioner.

Languages

English
Hindi
Telugu

Previous Experience

  • HCL Technologies (M), Sdn Bhd., Senior System & Network Administrator, 04/04, 12/04, BPO Set-up for Microsoft, Apr’04 - Dec’04, The project included the setting-up of the BPO Call Centre for Microsoft for APAC region.
  • Markora System (M), Sdn. Bhd., Network System Architect, 03/01, 03/04

Personal Information

Date of Birth: 12/31/76

Timeline

IT Infrastructure and Senior System Analyst

VMware(S) Pte.
08.2011 - Current

IT Infrastructure and Citrix Team Lead

Allen & Overy LLP
01.2007 - 08.2011

IT Infrastructure Analyst / Team Lead

Orbital Sciences (Smart Lynx Solutions)
01.2005 - 01.2007

Senior System & Network Administrator

HCL Technologies (M), Sdn Bhd.
04.2004 - 12.2004

Network System Architect

Markora System (M), Sdn. Bhd.
03.2001 - 03.2004

MCA -

Osmania University

B.Com. -

Sanghi College, Osmania University

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