Atul Bhanot

Working as IT Program manager driving multiple Global & regional programs testing and deploying IT solutions for Amazon warehouses. Leading multiple programs for network stack upgrades, lifecycle programs and customer programs. Responsible for driving programs straight from inception in the form of an idea. Advocating the technical solutions, partnering with multiple engineering and product teams to test and deploy the solutions. Implemented best practices for program management by identifying and migrating to program management tools like Clarity (CAPPM) and ServiceNow. Managing and leading all product certification initiatives for End user equipment and Infrastructure stacks (AFT and N19 both).

Working as Consultant – CDO Lead for group of the HCL’s elite customers currently managing a portfolio of ~5 million USD with strong knack of Business development. Leading a dynamic team of 11 Project managers and 14 technical resources from multiple technology tracks. Expertise in DC migration, Cloud migration, Hybrid cloud solutions, Command center setup and manager services. Successfully executed and delivered small and large scale projects including various technology tracks like VMware, Wintel, Storage, Backup, Cyberark, Database, Network and Security. Understanding the SoW and ensuring adherence to SLA and applicable KPIs. Coordinate cross functional team meetings between customer, support, finance, sales, resource management, etc. Initiate, monitor and control, and closeout high complexity projects with agile methods and approach. PMP Certified professional managing all stages of multiple projects from Initiation, Planning, Execution, Control and Closure. Excellent organizational skills, including attention to detail and ability to handle multiple priorities. Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth. Ensure to represent the operational achievements and challenges with Weekly and Monthly Business Reviews with customer and internal management. Organize the Customer visits and represent the Organizational achievements to customers. Leading and ensuring Customer Success by developing strong communication channels and also by in lining with the customer’s vision. Part of Hiring teams and ensure the proper requirements are represented to initiate the hiring of new resources. Communicate with customer through regular meetings and coordinating with different teams within functions to deliver excellence. Understand the customer requirements and specialized in advanced networking problematic. Successfully completed ITIL Foundation and Prince 2 Fou

Working as Transition & Support Engineer, leading a strong team of UC engineers and taking care of Video Service including Polycom and Cisco Endpoints and Infrastructure devices. Lead the pilot batch for building in house support for Video and UCC services for Ericsson Global. Successfully cleared “PCVE (Polycom Certified Video Engineer)” Undergone Polycom Certified Training Program “RealPresence Platform: Installation, Configuration & Troubleshooting (Level 2) , RPIIT202 ” Handling all the implementation and support tasks for Level 2 and level 3 support. Hands on ITSM, Service Now and USD tools. Proficient with Incident Management and ITIL processes. Proficient in hosting DSR’s and Reporting.

Handled entire Cisco TelePresence Infrastructure for CSC internal Account for 10 months. Identified as Individual contributor for supporting CSC TelePresence Internal account which render services to elite users including “Mike Lawrie – President CSC ). Took care of all the Scheduled and Adhoc TelePresence conferences for CSC Internal Account for all the units spread over the globe. Providing Cisco IP Telephony support to major clients of CSC. Basic knowledge of VoIP Protocols: H.323, SIP, MGCP, SCCP. Experience with IP Phones (79xx, 99xx), IP Communicators, Cisco Unified Presence Communicators, Lotus SameTime Presence. Configuring services like Extension Mobility, RDP, Call Pickup, Group Pickup. Call Manager, Presence and Unity applications, Meeting Place, Gateway and hardware monitoring using RTMT and CUOM. Basic understanding of Cisco TelePresence and all infrastructure devices like CTM (Cisco TelePresence Manager) , CTMS (Cisco TelePresence Multipoint Switch) , TMS (Cisco Tandberg Management Suite). Implementing change requests time to time for any amendments in the existing infrastructure without hampering any conferences in production environment. Extracting and compiling “Reports” as per client requirement including CDR and Scheduled Meeting information from CTM. Hands on with EMS Tool (Reservation tool used by various Banks) including reporting section. Hands on with Ticketing tool – Service Now (Snow), ITCM (Change Management Tool) and Release Now (Rnow).

Responsible for providing telephone /email /chat, and remote diagnostic technical support of desktops, laptops, peripherals (e.g., printers, projectors, etc.) and software to customers in United States (U.S.). Answered questions & provided technical guidance about installation, operation, configuration, customization, and usage of assigned products. Understood concepts relating to MS Outlook & Active Directory & helped U.S. clients resolve issues related to that. Used troubleshooting techniques and tools to identify products that are defective and followed guidelines in issuing service calls/contacts. Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction. Prepared help desk incident reports and assisted in hardware and software evaluation. Involved use of problem management database and help desk KCS(Knowledge center system). Acted as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.