MOHAMMED YUNUSEmail: mohammed.yunus@hotmail.com Mobile: +91 98451 53183

Villa #15, ‘Opal Akshaya’, Akshayanagar, Off Bannerghatta Road, Bangalore – 560068. Karnataka, INDIA

SUMMARY A strong business leader with over 20 years of experience in IT industry in the areas of IT Infrastructure Program Management, PMO, Technical Support, Operations, Service Delivery, Innovation and Customer Support. Team player with strong analytical, negotiation, execution and people management capabilities. Core competencies across various functional areas of IT Infrastructure Operations, MIS, DR/BCP, ISO, Biz Ops, Outsourcing and Continuous Improvement. Leadership role in managing and developing a team of professionals to implement, deploy, manage and support IT enabled services with a view to create value proposition and rich customer experience.

CERTIFICATIONS ISO 27001 Lead Auditor - 2010 Six Sigma-Green Belt/Black Belt - 2002/2004 PRINCE2 Practitioner - 2008 DLink Structured Network Cabling - 2000ITIL Foundation - 2006 Hardware and Networking - 1993

FUNCTIONAL SKILLS Program and Project Management Reporting Design and Development Budgeting and Forecasting Delivery and Operations Management Metrics, Statistical Analysis and Business Ops Six Sigma and Quality ISO Audits and Governance Financial Management Reporting and Controls Technical Support Operations

JOB EXPERIENCE a. INFINITAS, Jan 2014 till date – Entrepreneur (Startup)

Eco friendly IT, LPG safety and saving equipments – domestic and commercial Planning, Budgeting, Risk Management, Service Delivery, Supply Chain Management Tech Support, Operations, ISO, Contact Center Management, Documentation, Costing Oversee Sales and Marketing, Business Operations, MIS, Analysis and Reporting, Staffing and HR

b. ACCENTURE, Nov 2005 – Sep 2013 Sr.Manager IT Infrastructure Services i. Project Network Transformation, Jun 2011– Sep 2013 , PMO Lead – Network Transformation

Monitoring project schedules and timelines to identify and meet critical milestones Defining KPI’s and metrics to effectively track and measure project progress Interfacing with various internal/external teams to transition client sites onto converged architecture Producing regular status reports and conduct regular meetings with key project stake holders Responsible for project management work stream of the project, circuit and hardware ordering Managing project Risks, Issues, Dependencies and Assumptions, manage site Go/No-Go decisions Change control, working with stake holders to ensure sign-offs and approvals are in place pre cut-over Management and flagging of issues resulting from the circuit and hardware ordering processes

ii. Project Management : Nov 2010 - May 2011, PMO – End User Computing, Workstation Deployment, IT Infrastructure Understand regional application portfolios and readiness, champion deployment approach within region Identify regional requirements that impact global deployment approach Create regional rollout plan, sequence of sites within a region, track regional deployment risks and issues Manage and educate regional deployment teams, review deployment communications Manage, track and report on regional deployment activities Oversee hardware ordering for region, optimize hardware utilization

iii. IT Services APAC PMO : Sep 2008 - Oct 2010, PMO Lead APAC Lead, IT Infrastructure Project and Program Management, governance of all projects in Infrastructure outsourcing space Headcount, attrition, costs analysis and reporting, resource utility - talent pool, manage capacity services DR and BCP, manage the functioning of Centralized Command Center Budget Management – Initiatives, Training, Community Events, Rewards and Recognition Establish metrics on SLAs to monitor and measure as well as improve customer satisfaction Adherence to Accenture Delivery Methods & ISO 20K Standards Continuous Improvement Conduct internal ISO audits and prepare projects for external auditing Track and report progress and budget allocation/utilization of APAC Initiatives, conduct business reviews

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iv. Service Desk : Nov 2005 - Aug 2008, PM – External Clients, IT Infrastructure Maintain relationship and ensure adequate Service Delivery with both internal external clients Work with support groups to implement new services Ensure service improvement through regular internal and external service review Ensure efficient problem management through thorough investigation, tracking and resolution of issue Maintain and implement procedures and processes to ensure a consistent high quality customer service Plan, develop and implement support strategies to achieve business goals and SLAs Identify cost management and continuous improvement opportunities and initiatives Manage teams, recruit, set objectives, evaluate performance, coach, mentor, training and development Budget preparations and reviews, identify cost management opportunities and initiatives

c. DELL INTERNATIONAL SERVICES: Mar 2001 - Aug 2005, Tech Support - Technical Excellence Organization (TEO) Manager TEO-Level 2/3 Org for Tech Support, voice/chat based operation for US, Canada, EMEA, and APAC. Manage second-Level L2 People Managers, SMEs through Supervisors Metrics and reporting, share best practices across tech support functions In-charge of planning, leading, organizing and controlling tech support activities Developing and implementing policies for operations and administration Standardization of L2 processes across all DIS sites, support through transition teams Setting up contact center operations at Bangalore, Hyderabad and Mohali Managing labs and research/simulate environments for troubleshooting and training Strategically facilitate process improvements and cost reduction initiatives harnessing collective skill sets

d. VISA TECHNOLOGIES PVT. LTD.: Jan 1999 - Feb 2001, Tech Support Manager, Deployment and Operations Lead Oversee all day to day activities related to technical support, pre sales and post sales activities Manage in-house support teams and on-site technicians through managers Quality testing of IT systems, test hardware, software, applications, operating systems for compatibility Supervise medium- large size installations of systems & networks, certify network cabling Deploy and manage large installations through site engineers and system administrators Support marketing teams on pre-sales technical discussions with clients

e. PRAGATI COMPUTERS PVT. LTD. : Jul 1997 - Dec 1998, Deployment & Technical Support Regional Lead Manage large accounts through technical support staff, in-house help-desk and on-site engineers Installation of PCs and setup networks - Win NT/Novel/Unix, Network cabling - thick and thin Ethernet Supervision of major accounts across locations in Karnataka for total solutions and support Installation of Servers, maintain IT Infrastructure for large corporate accounts through admins

f. ZEPHYR COMPUTERS PVT. LTD. : Jan 1994 - Jul 1997, Technical Customer Support Manager Manage all day to day activities and coordinate activities of other branches Assembling PCs, pre and post-sales support; design, install and maintain networks Supervise technical support, Installations, marketing and pre sales Coordinate corporate trainings and oversee in-house training programs Maintain in-house LAN - Novel Netware 2.2 & 3.1 and print servers

ONSITE ASSIGNMENTS Development and Deployment of L2/L3 Online Tools & Processes Dell - Texas, USA Transition and Setup L1/L2 Service Desk Accenture - Manila, Philippines Knowledge Transfer and Setup Processes for Deployment Accenture - Helsinki, Finland

ACHIEVEMENTSBest Six Sigma Green Belt Project - Reduction of System Exchanges DellRecognized for Partnering with Client to Achieve Business Goals AccentureAccenture Celebrates Excellence Award for Service Delivery AccentureAccenture Celebrates Excellence Award for Customer Service Accenture

EDUCATION Electronics and Communications Engineering – First Class; VET BVL Polytechnic, Bangalore: Year 1993

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