P r a t i k D a s , PMP, MBA, ITIL, BS (Electrical)

Cell: 1 (302) 415-9546 | pratikdas@icloud.com | www.linkedin.com/in/daspratik

Service Delivery Manager IT Operations & Projects, Cloud Computing, EUC
Pratik Das holds 13 years of experience in technical Project Management / Operations in the field of IT
Infrastructure Services, Network & Infra security, ITIL procedures and methodologies, and Business Systems
Analysis. Experienced in Project management methodologies such as planning, Analysis & Design, execution,
monitoring & controlling, closure. Background in design, deployment of Enterprise Infrastructure, and IT
operational methodologies as ITIL, and Six Sigma.
MANAGEMENT SKILLS

Successfully managed complex projects with global implementation, and rapidly evolving requirements.
Effective communication skills and record for coordination between globally located teams.
Project delivery under stringent timelines and operational challenges.
Define Business Process; identify the risk, doing risk analysis and providing baseline acceptance criteria
Excellent verbal and written skills, especially presenting to both technical and non-technical audiences
Knowledge of Software Development Life Cycle (SDLC), involved in various phases like Requirements,
Analysis/Design, Development and Testing.
Managing reports, analysis and decision-making for a change request.
Project Management, Project Schedule, Project Tracking and Team Management
TECHNICAL SKILLS
FUNCTIONAL

TECHNOLOGY

Order to Cash (O2C) workflow system.

Credit card transaction/validation process
S/W development life cycle methodologies
SAP R/3 Plant Maintenance module

Languages - HTML, Visual Basic, WSH 6.0.

Databases MS Access 2007, SQL Server.
Operating systems - Linux, Windows (200x, XP).
Tools CA Unicenter & eTrust suite, Service Now

PROFESSIONAL EXPERIENCE
Solutionstar LLC
Manager Projects (Cognizant Technology Solutions)

Lewisville, TX, USA

June 2014 Current

Project Summary: - The project involves end to end management and operations of Solutionstar LLCs managed
services that includes Virtualized End User Computing (EUC) and Data Center cloud hosting. The project also
participates in finding the current state system analysis of client infrastructure and implementing new system,
projects, and service improvement implementation as a part of enhancing their current infrastructure and cloud
computing environment

Managing end to end IT Infra Operations, and service delivery of EUC using Virtual Desktop Infrastructure
Participates in the internal and client weekly CAB meeting for rolling out changes in VDI
Defines & prepares Information & Data Security procedures, policies for virtualized computing environment
Delivering bi-weekly Operations performance meeting with client stakeholders
Ownership & completion of entire Veripro business unit migration from physical environment to VDI.
Preparing Project plans and Service improvement plans (SIPs) using MS Project and MS Visio
Documenting end user FAQ doc, technical SOP guide, updating project docs in SharePoint
Enhancing and improving ITIL process & procedures for EUC Service Desk, Cloud computing environment.
Implementing ITIL Configuration Management and Availability Management modules in Service-Now.

Managing P1/P2 incidents, major escalations with offshore L1/L2/L3 teams for issue resolution within SLA
Integrating end user Identity & Self-Help portal with existing Solutionstar Intranet site.

JPMorgan Chase
Manager Projects (Cognizant Technology Solutions)

Wilmington, DE, USA

April 2013 May 2014

Project Summary: - JPMorgan Chase, rated topmost in financial market, is a trillion dollar financial organization
with headquarter located in New York, NY. The project involves virtualization of entire card services users (with
base # of 7000 users) to Virtualized Gen Y VDI solution from Gen X, Physical environment. The aim of this project
is to consolidate end user computing, reduce the desktop operating costs, along with software licensing cost
across all locations in North America, and APAC

Spearheaded & managed the iSpace Virtualization migration program for North America JPM Chase
Successfully delivered iSpace migrations for entire Chase CCB wide users till date
Developed full scale project plans, location wise migration strategy and coordinating with tech team
Providing post-migration technical support through email, phone, and floor walk
Performing iSpace profile validation using tools such as Dashworks, ARS, VDITools, and AIMS etc.
Preparing pre-migration tasks as user FAQ doc, tech. Migration guide, project SharePoint updates
Coordinating with various functional teams for iSpace application packaging issues, UDBA support.
Preparing weekly management reports on North America wise iSpace migration deployments.
Managing escalation & coordinating with offshore team for post migration issue resolution within SLA

Hachette Book Group

Assistant Consultant (Tata Consultancy Services Ltd.)

Boston, MA, USA

November 2009 - July 2011

Project Summary: Hachette Book Group is a leading US trade publisher headquartered in New York and owned
by Hachette Livre, the second largest publisher in the world. The project involves end to end transitioning of
Mainframe production control operations and IT Infra support to offshore to ensure support of Hachettes
business. Also involves non-Mainframe production support systems like managing and administration of UNIX
and Windows servers, supporting and administration of the Data & Voice network and service desk support

Managed 21 members between offshore & onshore by overseeing operational processes and procedures
Implemented Service desk solution for Incident/Problem & Change management as per ITIL standards
Transition project scope development, Performed GAP analysis, designed schedules and project controls
Documentation of standard operational processes and technical procedures
Gathering & analyzing customer's business and technical requirements
Articulating various phases of a project such as Assess, Architect, Design, Implement
Managing escalation & coordinating with offshore team for ticket resolution within SLA
Facilitate communication within the project team and 3rd. party vendors

Tata Communications Ltd.

Assistant Consultant (Tata Consultancy Services Ltd.)

New York, NY, USA

April 2007 October 2009

Project Summary: Tata Communications is a leading global service provider of telecommunication and
data/voice backbone. With a leadership position in emerging markets, Tata Communications leverages its domain
expertise across its global and pan-India network to deliver managed hosted solutions to multi-national
enterprises and service providers. The purpose of this project is to provide hosted storage, networking, security,
and managed mailbox solution to corporate organizations.

Developing full scale project plans, assembling and coordinating project resource
Planning and schedule project timelines and creating Work Breakdown structures (WBS)
Implementation of BMC Remedy tool suite and Microsoft Operations Manager (MoM)
Overseeing SAN hardware/software installations, configurations and creating incident/problem ticket

Hardware setup (rack mounting) and Installation of Cisco 2500 routers, 2600 routers, 3600 Routers
Cisco PIX 535 Firewall, VPN Concentrator, Cisco switch and performing IOS configuration.
Installation of Symantec Netbackup 6.0,configuring Master server, Media server and Netbackup client
Creating LUN/Host groups/hosts/add volumes, configuring backup policies in Master Backup server
Backup and Recovery, Installation of Server Backup Components and Backup Scheduling

Tata Communications Ltd.

Assistant Consultant (Tata Consultancy Services Ltd.)

Singapore
July 2006 March 2007

Asset Management and Inventory management of all various hardware, licenses and contracts
Involved in vendor management with NetApp, Brocade, Symantec, Quantum, Dell, HP, Oracle, Sun
Overseeing SAN hardware/software installations, configurations and creating incident/problem ticket
Hardware setup (rack mounting) and Installation of Cisco 2500 routers, 2600 routers, 3600 Routers
Installation of Cisco PIX Firewall, Switches and Routers, Brocade Switches, F5 Load Balancer
Installation of Netbackup 6.0 and configuring Master server, Media server and Netbackup client
Creating LUN/Host groups/hosts/add volumes, configuring backup policies in Master Backup server
End to end SAN hardware installations/configurations/deployment on production datacenter
Change control/download and test MS Patches on all production and database servers
Backup and Recovery, Installation of Server Backup Components and Backup Scheduling

Central Bank of India.

IT Analyst (Tata Consultancy Services Ltd.)

Mumbai, India
October 2004 June 2006

Project Summary: The Core Banking solution from TCS is an easy-to-integrate, scalable, enterprise-wide
solution that handles large banking transaction volumes on a 24x7 basis. It automates banking processes and
provides best-in-class customer service at reasonable cost, thereby maximizing operational efficiency and
minimizing risks. The function of the project is to design and implement the Enterprise management suite of CA
Unicenter 5.0 for proactive monitoring, management and alert notification/integration of Banks Data Center and
Network infrastructure with CA Service Desk

Planning project activities and task allocation to resources

Studying and analyzing project scope, specifications and requirements
Customizing CA Unicenter Enterprise management suite
Configuring SLMO 3.5 and integrating with NSM 3.0
HTMPL coding for CA Service Desk and Designing workflow
Integrating between NSM 3.0 Module and Service Desk 6.0
Implementation of Asset Management, Software Delivery suite.

TESCO Stores Ltd.

ITIL, Network Consultant (Infosys Technologies Ltd.)

Hertfordshire, UK
November 2003 September 2004

Project Summary: TESCO is world's third-largest grocery retailer stores, TESCO runs more than 4,330 stores in
the UK (where it's the #1 retailer), and 13 other countries in Europe, Asia, and now also in the US. Tesco operates
as a retailer of food, non-food, and retailing services. The project scope comprises transitioning of client IT
operations, service support & process from Hertfordshire, UK to Bangalore, India. The project also involved
improving IT service management standards and ITIL consulting.

Planning project activities and task allocation to resources

Define and clarify project scope, specifications and requirements
Studying AS-IS ITSM processes and recommending TO-BE analysis
Providing support on Citrix Metaframe XP 1.8 technology
Coordinating with service providers for deployment of IPLC link between onshore and offshore

Supporting in-house Mainframe applications such as MAS, Huron etc.

Peregrine Ticket resolution through Incident, Problem & Change management system

Haldia Petrochemicals Ltd.

Tech Lead IT Infrastructure

Haldia, India
October 2000 October 2003

Project Summary: Haldia Petrochemicals Ltd., is the second largest petrochemical company in India, with the
company claiming a total capacity equivalent to 7, 00,000 TPA of ethylene. Implemented the following major
projects
B2B/B2C implementation & e-Security (Perimeter security) Project

Implementation consisted of eTrust (v3.0) firewalls and IDS.

Designed scalable, robust HPL network with high security aspects adhered to business rules.
Configuring Cisco devices, eTrust firewalls both for Internet/Intranet and DMZ zone

Intra Office Wide Area Network design & Implementation

Developing and Designing entire scope of the project

Configuring Cisco devices and preparing technical procedural documents
Documentation of project methodologies and induction manuals
Configuring site-to-site VPN technology for 13 other branch and sales office locations
Configuring IPsec GRE Tunneling for VPN implementation

Subhash Projects & Marketing Ltd.

Electrical Engineer

Kolkata, India
July 1999 - February 2000

Project Summary: Subhash Projects And Marketing Ltd. is a leading infrastructure development company with
more than two and half decades of multi-disciplinary experience in Water, Power, Environment, Infrastructure,
Manufacturing and Technology. The project was turnkey in nature with the aim to implement oil stations and lubes
for Indian Oil Corporation Ltd., a fortune 200 client.

Plan layout of electric power generating stations and distribution lines.

Assist in developing capital project programs for new equipment and major repairs
Conduct field surveys and study maps, diagrams to identify and power system problems
Design, implement, maintain, and improve instruments, electrical equipment, facilities & components.
Computed and established manufacturing, construction, and installation specifications.
Inspect completed installations and observe operations, to ensure conformance to design and equipment
specifications and compliance with operational and safety standards.
EDUCATION

August 2011 - December 2012

Texas A&M University, Mays Business School, USA

Master of Business Administration (full time)

March 2000 - September 2000

Globsyn Business School, India

Young Software Manager in Application & Systems (full
time)

August 1995 - May 1999

University of North Bengal, Govt. Engineering College, India

Bachelor of Engineering (B.E) in Electrical Engineering (full time)

CERTIFICATIONS
October 2013

Six Sigma Yellow Belt (Cognizant Certified Professional)

August 2013

Project Management Professional (PMP), License # 1657918

March 2008

Cisco Certified Design Associate (640-803)

September 2007

ITIL Foundation Exam (EX0-100)

January 2002

Cisco Certified Network Associate (640-861)