1. Key Skills Profile Summary
Over 11.6 years of expertise in the areas of Service management/IT Infrastructure
Management including, Application Management, Vendor Management,
SLA/Contracts Management, IT Procurement & negotiations, Networking/System
Administration, Implementation and enforcement of Information Security
Policies, Project Management, formation of IT Vision and its strategic
implementation under defined IT budget.
Enterprising leader with a strong record of contributions that invigorated
businesses and enhanced internal controls:
 Defining service standards / guidelines that serve as benchmark for excellent
service delivery as per global standards & SLAs; analyzing data for
improvement & improving internal client satisfaction
 Conceptualizing & implementing business & technology strategies using an
analytical and hypothesis driven approach thereby driving business
operations to outperform annual objectives; acting as a key driver for IT as
business enabler and solution identification
Directed cross-functional & cross-cultural teams using interactive & motivational
leadership; acknowledged for coaching, guiding & mentoring team members to
achieve resource wise productivity
Proven capability to analyze critical requirements and transform them into
successful business solutions using IT
Experience at managing & leading teams for running successful IT operations &
developing business continuity plans, procedures and service standards for
business excellence using Lean Management techniques
In-depth knowledge of Project design, implementation, cost control, capacity planning,
performance measurement& managing quality service deliveries
A leader with excellent communication, negotiation & relationship building skills
Project Management/ ITSM
Service Delivery Management
IT Infrastructure Management
People Management
IT Operations Management/IT
Compliance
Client Engagements
Budget & Vendor Management
Business Continuity Planning &
Disaster Recovery
Team Building & Leadership
Career Timeline
Jun’05 – Dec’06 Dec’06 – Mar’08 Mar’08 – Nov’09 Nov’09 – Feb’10 Feb’10 – Aug’14 Since Sept’14
Soft Skills Education
Executive MBA (Systems & Human Resource) from Sikkim Manipal
University, India in 2011
Bachelor of Technology (Computer Science & Engineering) from
Jawaharlal Nehru Technological University, India in 2005
NOOR AHMED.P
Expertise in planning & building IT projects at the enterprise scale involving selection of
appropriate technology and products, negotiating with vendors, finalising Service Level
agreements, outsourcing tasks and directing the timely completion of projects.
Preferred Industry: Any Preferred location: GCC countries
noorahmed.p@gmail.com +91-9019991919
Customer First
Services Pvt. Ltd.,
Bangalore, India as
Systems Associate
Wipro Technologies,
Bangalore, India as
Sr. Project Engineer
Wipro Technologies,
Bangalore, India as
Project Lead/Change
and Release Manager
IGATE Global Solutions
Pvt. Ltd., India as IT
Executive
Hewlett Packard,
Bangalore, India as
Technical Solution
Consultant
JDA Software Pvt.
Ltd., location as
Project Manager
Communicator Innovator
Thinker
Collaborator Intuitive

2. Work Experience
Since Sept’14 with JDA Software Pvt. Ltd., Bangalore as Project Manager
Feb’10 – Aug’14 with Wipro Technologies, Bangalore, India as Project Lead/Change and Release Manager
Nov’09 – Feb’10 with Hewlett Packard, Bangalore, India as Technical Solution Consultant
Mar’08 – Nov’09 with Wipro Technologies, Bangalore, India as Sr. Project Engineer
Dec’06 – Mar’08 with IGATE Global Solutions Pvt. Ltd. Bangalore, India as IT Executive
Jun’05 – Dec’06 with Customer First Services Pvt. Ltd., Bangalore, India as Systems Associate
Role:
Providing post-sales support for multiple customers in matrix environment; Cost, Scope, Schedule, Resource and Risk
Management by driving the 4 P's of Service Management (People, Process, Product and Partner)
Charting project plans, project charter, issue tracker, resource management plan, escalation tracker and RCA for critical
issues; acting as direct liaison for escalations between JDA and customer
Monitoring / tracking projects w.r.t. time & cost over-runs and value realization to ensure timely execution of projects
within budget and primarily meeting business requirements
Ensuring Service Level Agreement (SLA) adherence, mandatory escalation metric and delivery support based on
Information Technology Infrastructure Library (ITIL)
Spearheading all projects through aggressive project governance processes; developing relationships with business
stakeholders and leadership teams across departments; collaborating with other Project Managers to balance project
resources, schedules and scope
Mapping business processes & studying workflow to design solutions and ensuring business functionality adherence for
enhancing competitive advantage; driving continuous service improvement for overall cloud operations
Managing overall operations for executing projects involving scoping, planning, requirement & gap analysis including
interfacing needs, client training, resource mobilization & execution within cost & time parameters
Architecting support process for complex multiple technology multi product business solution by authoring business
and technical SOP; managing customer engagement in both IAAS and SAAS model
Spearheading organizational initiatives such as technology refresh, DR preparing, Incident ticket analysis, and Access control for
unauthorized access to production environments as per the SOX compliance; maintaining service delivery reports
Analyzing various processes, recommending modifications to minimize errors, escalations, backlogs and realize
operational efficiencies, control variability, costs and reduce cycle-time
Working on design & implementation of problems and conflicts; suggesting improvement in the operations and
processes to make the system fool proof
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and
meeting of individual & group targets
Significant Accomplishments
Provided best practices for the team to follow which reduces the effort to perform the release activity and increases the
availability of Business Critical Application
Increasing the availability of application by performing the Post-Archive in out of release window in the cluster environment
Effort Utilization of the analyst if he is performing the release, analyst will make sure with the step outs and inform to
team and documented to reduce the time to Perform step-outs for Database
Created process for resource on boarding and retention, including clear roles and responsibilities, skill matrix and training
Performed assessment for on-boarding as well as rotation (Eg. L1 to L2 to TL)
Implemented effective people management methodology for operational benefits such as Increased Transparency,
Reduced On Boarding timelines & Resource Performance Management
Successfully implemented Lean and Service Improvement Plans(SIP)
Certification
PRINCE2 practitioner®
ITIL V3 Foundation Certificate® in IT Service Operations
Oracle Certified Professional® (OCP –Weblogic 11g)
Microsoft Certified Systems Administrator (MCSA®)

3. Annexure
Key projects executed:
At Wipro:
Project: Royal Dutch Shell
Role: Project Lead /Change and Release Manager
Description: The project deals with Support, Maintenance, Incident, Change, Enhancement and Bug Fixing of 29 shell
financial critical Applications in Java/J2ee/Struts 1.1 and SQL Server 2005/Oracle 9i.These applications deal with Invoicing
Workflow, Audit Systems and Content Management.
Role:
• Managed a team of 12 resource for application support with managed service and development team with T&M on
Java/J2EE technologies
• Tailored RFC's processes to fit the requirements of the business by optimizing risk exposure and minimizing severity of
impact as per ITIL/Shell standards
• Supervising ITIL process including asset management, service level management, issues management, configuration
management, risk management, change management, communications, release level management & so on
• Led CAB committee for evaluating and approving, any proposed changes after establishment of the configuration
management baseline
• Devised standards and procedures, conducted periodic reviews to ensure that change management controls are capable
of supporting deployment activities and implementations to meet business needs
• Conducted trainings for stakeholders and Wipro employees and measured employee performance in accordance to the
set KPI's
Project :- Royal Dutch Shell – GLMS
Role :- Project Lead /Change and Release Manager
Project Description: GLMS is a standard, Global Logistics Management System, enabling one way of working across EP and
with other parties. It is a tool that can organize information about logistics activities for the Oil and Gas Industry. GLMS is
designed as a multi-tiered, web-enabled application in J2EE technology.
Role:
• Managing Assist Desk (L1), MST (L2) and CSA (L3) support teams with 9 resource, Activities including- Incident, Change
management
• Release management and Problem management and establishing a 24X7 handover mechanism.
• Created Incident, problem management and change management L4 Documents and Disaster Recovery Plan
• Managed escalations and provide RCA – Charging the situation and BCP
• Collaborating with third-party vendors for managing and coordinating projects with the business units and other IT
departments, where necessary
• Tracked and reported on compliance on SOX & security standards with service delivery manager and customer
• Supervised all HR related issues such as development of staff competency level, Allowance & so on
• Generated pre-bills to customers according to team efforts and updating in the IQN
• Prepared SOW and change notes according to the project contract; performed project contract renewal
• Maintained Stack ranking and skill matrix for the team and successfully completed Leans and SIP’s in the Project and
used 7 QC Tools
• Executed tasks as the Member of Sr. Technical interview panel & drove many campus recruitments from Wipro
Project: Royal Dutch Shell – GLMS
Role: Sr.Project Engineer
• Performed Installation and Administration of BEA Weblogic 8.1
• Executed weekly DB activities such as export and Database refresh processes.
• Integrated HTTP Apache Http plug-in with Weblogic Servers
• Achieved IIS Administration which hosts our Application thin clients (website)
• Configured and administered JDBC, JMS, JNDI in WebLogic Server 8.1
At Hewlett Packard
Project: - Global command Center
Role: - Technical solution consultant
• Provided support to the H.P Servers throughout the Global to the end users in the configuration of H.P ProLiant ML and
DL Servers on 100,300 and 500 Series
• Configurations of different RAID Leaves and Smart Array Technologies
• Worked and diagnosed the root cause based on the ACU, H.P inside diagnostic report, ADU report and ILO reports
• Supported in:
• Configuration of integrated lights Out and RILO
• Updating of Firmware and drivers.
• The configuration SCSI, SAS and SATA Hard drives
• The configuration of external array controllers to MSA to the external Storage

4. At Wipro Technologies
Project: Thames water utilities Limited – On Site (U.K)
Providing technical support for Thames water customers in London and the Thames Valley region on Working and maintaining
the Windows server 2003 and migrating the Operating system from Win 2000 to XP on and providing on-site support
Deploying the software and patch management through SMS.
Configuration of the installing applications; working on the client systems through RDP Visited different Thames Water
locations for deployment and support
Reimaging the systems with Thames Water XP image with the appropriate scripts
• Building the hardware for the Desktops and Laptops as per the Business requirement
Project: AstraZeneca
Project Description: Working in Wipro Technologies as a Project Engineer and working for AstraZeneca Offshore
Center, Bangalore. Presence in over 40 Countries with more than 30 thousand plus desktops and laptops connected
Within a network of more than 1000 Plus windows 2000 and 2003 servers also over 2700 + Business applications
Administering/configuring Windows 2003 Domain controllers and troubleshooting for any. This involves installing of
domain controllers, checking and troubleshooting of any replication errors.
• Using Active directory tools to troubleshoot, maintaining security patches.
• Anti-virus updates on the domain controllers
• Monitoring all windows critical services alerts and resolving the issues within given SLA Running regular • check outs for
exchange, Blackberry, MOM and all windows applications.
• Managing Public folder replication issues and Installing and maintaining the Print and file servers
At IGATE Global Solutions Pvt. Ltd.
Project: Wintel Support
Role: IT Executive
Project Description: iGATE Global solution provides service delivery, which encompasses a vast spectrum of internal and
external service delivery solution and end-to-end services; from Technology Consulting, Enterprise Solutions, Application
Development and Maintenance; and Infrastructure Management Services
Providing Level2 Support to iGATE Global Solutions for Windows 2003 domain
• User Administration – creation, modification, deletion of Exchange Mailboxes
• Monitor Microsoft Exchange systems to facilitate proper performance
• Maintaining the DNS and DHCP in Windows 2003 server domain controller
• Providing support to Blackberry device over the phone and troubleshooting on Desktop manager
• Creating User and groups on exchange and troubleshooting on outlook
• Installation, Configuration and administration of Veritas backup exec
• Planning and implementing Backup and Restoration policies
• Installing Network Printer and configuring and managing print queue
• Monitoring corporate connectivity on Solar winds/MOM Server and ensuring normal operations.
• MacAfee antivirus and updates with the latest antivirus Patch on regular basis
• Remote Administration using RDP, Terminal Service, SMS Client, PCAnywhere and Dame ware
At Customer First Services Pvt. Ltd.:
Project: Wintel Support
Role: Systems Associate
Project Description: As a team member, supported a network of 1000 Desktops with 75 servers (win2000/2003) and
rectifying the hardware related problems; Installed windows 2000 professional