You are on page 1of 5

Thiyagarajan A

Email: Cell: +91 98407 43993

Manager Global Command Center

An accomplished professional with industry expertise spanning consulting, project planning,

execution, monitoring, resource balancing, strategic planning, business IT alignment, vendor
management and people management across global regions. Core competencies include IT
Service management in the function of IT infrastructure management. Specialization includes
setting up IT infrastructure and data centers. Currently associated with ____________, previous
association was with Saggezza and Caterpillar.

With 18+ years of experience, Program Manager over all IT infrastructure projectsmanage
workloads, resource balancing, strategic planning, vendor management, define deliverables, hire
and mentor resources, conduct performance reviews, and ensure compliance to company policies
across various location. Areas of expertise include program management, project management,
system & network administration and Specialization includes setting up IT infrastructure.
Currently associated with Merrill Corporation, previous association was with Saggezza and

Successfully managed 4+ client contracts valued at $2M in annual revenue

Involved in various six sigma projects
Lead over 3 service projects with 20+ team members in multiple locations. Initiated and
facilitated communication about programs, opportunities, and project progress with varied
Spearheaded day-to-day business functions of multiple projects, including seamless facilitation
of financial functions and financial projections within the IT infrastructure & management.
Created communications, staffing and stakeholder management strategy.
Designed and implemented the outsource strategy
Optimal mix of consulting and program management
Involved in various BD/sales efforts on the lines of responding to RFPs, preparation of
credentials, case studies and requirements analysis.
Part of senior leadership responsible for business shaping and client management
Lead and manage IT infrastructure projects and client engagements
With outstanding project planning, execution, monitoring and resource balancing skills with ability to
support multiple simultaneous projects in a matrix organizational structure.
Excel at communicating with stakeholders to provide accurate reporting and information regarding
the ongoing projects and initiatives.
Experience in Managing and negotiating vendors in support of time line and IT project deliverables.
Preparing the implementation roadmap of on field implementation of IT infrastructure recommendations with
business partners


M.Sc (Computer Science) from Annamalai University

Prince2 Certified Foundation and Practitioner
COBIT 5 Foundation
Cisco Certified Network Professional (CCNP)
ITIL V3( IT - Service Management, Foundation Certificate )
Microsoft Certified Systems Engineer (MCSE)
Six Sigma Green Belt Trained Professional
PGDCN (Post Graduate Diploma in Computer Networking) from ACCEL Technologies,
PGDCA (Post Graduate Diploma in Computer Application) from Loyola College, Chennai)


Caterpillar -
Guidelines for Workstation Replacements - (Six Sigma Project): cost savings of USD 315k

As a Lead Green Belt in this project for Asia pacific, responsible for working out the right System for
the right person. In our facility majority of the groups use CITA Standard Workstations and there
exists a need in replacing the newly released (T7400 Workstation). Formulation of clear guidelines is
essential to show workstation configurations required for different groups. By properly deploying the
intermediate (T3400) workstation configuration, the efficiency and productivity of different groups can
be increased. Cost saving can also be achieved as part of workstation replacements.

Saggezza -

New Center of excellence -

In this project for a center in South India, responsible for the full project including design of the floor,
systems, networking and software requirements to setup / installation of a 250 seater center of

Work Experience

Merrill Corporation Apr 2016 Present

Assistant Manager Global Command Center (GCC)

The GCC is the focal point for monitoring and receiving mails, through SCOM tool. Monitoring includes
events, failures, Incident alerts and service restoration activities using a suite of automation tools.
Service issues that cannot be resolved by GCC L1 and L2 support are escalated to internal L 3 support
for advanced troubleshooting and resolution. As GCC Manager will lead the GCC staff to enable mission
essential operations that facilitate the prompt detection, resolution, escalation and reporting of service
impacting events and incidents.

Key Strengths and Contributions

Lead the GCC Tier 1&2 team ensuring network reliability, availability, compliance with

Customer Service Level Agreements (SLA).

Ensure that operation management policies, standards and procedures are properly

implemented and maintained including training, incident reporting and resolution.

Coordinate, monitor and track all Operation team tasks including incident management, repair

and maintenance, closing incidents.

Analyze, manage and resolve all issues in a timely manner. Drive innovative solutions to

ensure operational excellence, best in class customer service and continual process


Responsible for hiring, work scheduling, performance management, rewards and recognition,

training and career development.

IT Consultant May 2012 Mar 2016

Consultant IT Operations

Freelance Consultant providing infrastructure support to various clients.

Provide Technical support & Data Centre design for various companies including Transmec

India and Genesis Systems

Provide Technical support & Data Centre design for Transmec India

Provide quality assurance documentation review to the clients.

Provide knowledge transfer and operational documents to the client

Develop and maintain relationships with clients and internal teams.

Work with the clients to establish credibility and capability to configure & deploy the systems.

SAGGEZZA India Dec 2011 to Apr 2012

IT Manager Operations

Approve and monitor major projects, IT budgets, priorities, standards, procedures and overall IT
performance. Responsible for effective strategic IT planning and operations involved in it. Performs
personnel functions like interviewing, evaluating and supervising for the purpose of maintaining
adequate staffing, enhancing productivity of personnel and achieving objectives within budget.
Coordinate priorities between the IT department and user departments. Review the adequacy and
allocation of IT resources in terms of funding, personnel, equipment and service levels.

Key Strengths and Contributions

Planning, managing and recommending process and policies involved.

Involved in employee selection, career development, succession planning, working out

compensation and rewards.

Held regular status meetings with team resolved escalated issues in a timely fashion and

inspired coworkers to attain goals and pursue excellence.

Responsible for the growth and increase in the organizations' finances and earnings.

Defining goals and planning out the directions allow for effective time management and saves

cost and resources.

SAGGEZZA India - Feb 2010 to Nov 2011 HP (Client)

Project Manager
Define goals and outline approach and make adjustments within the constraints set to achieve the
optimum results. We ensure project results conform to quality, time and budgetary stipulations. We
ensure working conditions that permit project personnel to implement the development work in the
most cost-effective manner

Key Strengths and Contributions

Manage IT Infrastructure related projects

Manage Network Services Projects as assigned by the Project Management Office

Responsible for determining the project flow, staffing, responsibilities, & schedule.

Responsible for creation and management of project plans, communication plans, resource
requirements, project costs and all other project management-related documentation
Plan project progress [define Goals, Milestones, Man Hours, Costing and Resource planning]

Responsible for strategic planning, Quality & SLA Assurance Business-IT Alignment

Exceptional problem solver, driven to succeed with strong interpersonal & negotiation skills.

CATERPILLAR INDIA - August 2005 to January 2010

IT Analyst - I

Responsible for Server Management & Storage Support operations including Leading of a 4 member
technical team and coordination of technical issues involving network, hardware, and operating systems
(Windows 2000/2003 Servers). Administer Windows SCCM server. Tivoli Administration for Backup
Storage monitoring DATA backup. Administer Antivirus activities. Asset management in a self-developed
tool. Managing Lotus Notes E-mail system, File & Print server to meet all management and Process

Resource Management and Asset Management

Network Management and Server Management

Project Co-ordination and Process Adherence

IT Helpdesk Management

ITIL Service Management

SSNSOMCA HCL Group Nov 1997 Jul 2005

Lab In-charge

Systems support operations for technical support team and coordination of technical issues involving
network, hardware, and operating systems (Windows NT/2000 Server). Network connectivity,
implementation and troubleshooting of servers, printers and scanners. Administer MS Exchange e-mail
system and Internet Information Server to meet all management and employees.


Manage Windows 2000/2003 server infrastructure.

Installing, configuring and administering ADS, DNS, and DHCP

Group policy objects & software deployment

Providing IT solutions to Process Partners