Prashob Nair
Surrey,Canada
Summary
Result-oriented IT Management Professional with over17 years of industrial experience, adept at leading and designing comprehensive IT projects, operations, and infrastructure. Currently serving as Associate Director for Projects and Managed Services, I excel in driving innovation, enhancing operational efficiency, and delivering robust IT solutions. Proven track record in strategic planning, team leadership, and project execution ensures alignment with business goals and achievement of exceptional results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director Managed Services, Projects
F12.net
01.2024 - Current
- Leading a team of services managers and Projects managers to develop goals, objectives and key performance indicators to measure success and drive F12 business objectives
- Responsible for the maintaining180+ customer experience and service level management in their region
- (CSAT, Response Rates, KPIs and other similar metrics)
- Strategizes customer experience and service delivery functions and drives excellence through client segmentation and quality service practices
- Work with SDM and Technical team to identify and optimize opportunities for process and workflow efficiencies within service delivery models
- Assist with support escalation on high priority/high visibility service incidents
- Drives and directs activities to achieve financial targets for the region
- Holds overall responsibility for the region’s reoccurring services P&L
- Maintains accurate forecasting and strategically aligns the service delivery teams to meet the financial objectives of the business
- Evaluates region productivity and performance levels and identifies and recommends strategies for improvement
- Identifies cost-control, revenue leakage and productivity opportunities, holding accountability to direct team for achieving targets
- Build Successful relationships:
- Demonstrates F12’s core values and fosters a healthy regional work environment, free of discrimination and intimidation
- Builds trusted relationships with executive leaders among F12’s top accounts
- Maintains close relationships with leaders within F12 to ensure consistency of processes, execution and implementation for customers
- Actively promotes a synergistic regional working relationship with other service delivery teams to ensure the best possible customer experience
- Customer Experience Management:
- Acts as an escalation point for customers, and an advocate to ensure all deliverables and expectations are met, while ensuring collaboration with interdepartmental teams
- Tracking and management of client service issues, ensuring client satisfaction by addressing their needs, concerns and feedback through strategic management of the managed services team
- Utilize data-driven insights to make informed decisions and drive improvements
- Business Process Management:
- Provided expert guidance to executive leadership on process excellence strategies, contributing to overall organizational success.
- Collaborated with cross-functional teams to design end-to-end process maps for critical business functions, increasing transparency and understanding among stakeholders. Work with National teams accross Canada .
- Cultivate a process driven culture with service delivery teams
- Project Management:
- Working with 3 - PMs to developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Lead and manage multiple IT projects from inception to completion, including planning, execution, monitoring, and closing phases, ensuring timely delivery within budget
- Supervise and mentor a team of project managers, engineers, and support staff, fostering a collaborative and high-performance work environment
- Identify opportunities for process improvements within project management and service delivery, implementing best practices to enhance efficiency and effectiveness
- Assess and mitigate risks associated with project execution and service delivery, ensuring compliance with industry standards and regulations
- Currently responsible for implanting a robust project management framework nationally, improving project delivery timelines and quality
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Risk Management : Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- People Management :
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Culture and Team Building : Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
- Training : Led cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
- Stakeholder Management :
- Identify and manage key stakeholders from service delivery teams to manage living process documentations and a knowledge base
- Enhanced stakeholder satisfaction with timely and transparent communication strategies. Have sucessfully maintained a CSAT score of 100 % for past 1 year.
IT Manager
Embassy VFX
06.2023 - 01.2024
- Streamline IT operations by redesigning network infrastructure and system architecture, leading a team of05 IT professionals; facilitated seamless business expansion, supporting and empowering300 users in Vancouver, BC and Spain, resulting in improved productivity and accelerated growth
- Team Leadership:
- Managed5-member IT team: Oversaw roles including helpdesk, system engineers, network engineer, and junior system administrator
- Reported directly to the company's Director
- Guidance and Mentorship: Provided support and mentorship to ensure team success in meeting organizational objectives
- Involved in IT team hiring processes
- Task Management: Implemented Short Grid for day-to-day work management
- In the process of migrating the ticketing system to JIRA
- Monitored and ensured adherence to IT team SLA and KPIs
- Onboarding and Offboarding: Managed team members' onboarding and offboarding processes
- Infrastructure Management:
- Oversaw Diverse Infrastructure: Managing8 servers,32 render nodes,1 Fortigate100 E firewall,2 access switches, and9 distribution servers
- Strategic Planning: Developed and implemented plans to enhance infrastructure, including virtualization of AD, SQL DB, FTP and corporate solutions using VMware
- Cloud Migration:
- Led Migration: Successfully migrated users from G Suite to Microsoft O365, ensuring a seamless transition and fostering improved collaboration and productivity
- Project Management: Managed JIRA project management for document management via Confluence and the Issue management tool (testing phase)
- Security and Compliance:
- Implemented Security Measures: Maintained a secure IT environment through effective implementation and management of the Fortigate100 E firewall
- Regulatory Compliance: Ensured compliance with industry standards and regulations, with a specific focus on TPN Compliance
- Asset Management:
- Implemented Processes: Oversaw asset management processes to track and optimize hardware and software resources
- Archiving and Backup:
- Managed Data Integrity: Oversaw archiving and backup systems to ensure data integrity, availability, and disaster recovery readiness
- Implemented Backup Solution: Utilized P5 Archiware for effective data protection
IT Manager
FuseFx
06.2022 - 07.2023
- Head of Fuse IT Department, overseeing a16-member team (Systems, Infrastructure, Operations, and Security) managing350 users across BC and LA
- IT Service Management:
- Strategic Leadership: Develop and align IT strategies with corporate goals, emphasizing growth and cohesion
- Policy and Process Creation: Establish global IT policies and processes, ensuring90% SLA compliance through workflow tracking with JIRA automation
- Change Management: Head Change Management Committee, ensuring effective communication of downtimes across business sectors
- Performance Improvement: Conduct performance reviews and set KPIs for the IT team, leading the Root Cause Analysis (RCA) committee for major incidents
- User Management: Oversee Short Grid and on-prem AD sync into O365 and Okta for user/license management
- Project Management:
- Major Project Oversight: Manage significant IT projects, coordinating regular follow-up meetings with teams to achieve milestones
- Ongoing Projects: Currently overseeing the unification of IT processes, applications, and licenses for Fuse users, setting up a Data Center for BC, and implementing Addigy (MAC), SCCM (Windows), and Okta Identity Management
- Service/Systems Operations Continuity:
- Downtime Minimization: Ensure minimal downtime for Fuse IT systems and Infrastructure
- SLA Compliance: Track onboarding and helpdesk activities to meet corporate SLAs
- Infrastructure Monitoring: Oversee infrastructure monitoring, including Dell and Super Micro Render Farms, Palo Alto Firewall, Pure Store Cloud Storage, Qumulo & Rozo Storage via Grafana real-time monitoring solution
- Backup Management: Manage tape drive and IBM backup solution for Fuse Fx (BC) operations
- Budgeting and Asset Management:
- Financial Oversight: Project and update monthly and yearly IT budgets in coordination with Global Fuse Management
- Vendor Management: Manage vendor relationships and reconcile licenses
- Asset Tracking: Ensure proper tracking of assets using Jira asset management solution
- Training, Team Building, and IT Onboarding:
- Professional Development: Budget and plan for training and career growth to support the IT team's transition and growth
- Team Communication: Conduct regular team meetings and team-building events to enhance cross-communication and promote growth
Team Lead / Manager IT Operations & Infrastructure
Save on Foods
11.2021 - 06.2022
- IT Operations Leadership:
- Accountability: Ensured delivery of IT operations within agreed SLAs (85%) for SOF business
- Team Leadership: Led a team of10 Infrastructure Administrators, overseeing L2 and L3 support for SOF office staff and185+ stores across Canada
- Performance Monitoring: Monitored overall performance and KPIs for the IT operations team
- Service Delivery:
- Call Management: Oversaw the assignment and management of calls in ServiceNow (SNOW)
- Infrastructure Management: Managed the ESXi environment for300+ stores under Pattison Food Group
- Azure and On-Prem AD: Managed Azure and On-Prem AD for user onboarding and file access permissions
- Project Management:
- Project Coordination: Managed projects for IT operations, coordinating across different IT teams and providing business updates to Operations management
- Deployment and Testing: Deployed and tested projects, ensuring proper documentation for project handover
- Asset and VM Management:
- Infrastructure Responsibility: Oversaw all servers and infrastructure, including Dell servers, routers, switches, access points, and endpoint terminals
- VM Management: Managed VMs and standardized VM requirements at stores using VMware
- Inventory Audits: Conducted physical inventory audits, addressing discrepancies and forecasting future needs
- Corporate Phones: Managed corporate phones (Cisco/Telus) for stores and office employees via AirWatch
- ID Management and Information Security:
- User Security: Controlled security requirements for new hires and existing users through AD, LDAP, and MIM
- Azure Integration: Transitioning towards Azure for managing user identity for SOF business partners
- IT Audit Leadership: Led IT audit for the IT Operations team, documenting necessary details for the audit team
- Monitoring and Backup:
- 24x7 Monitoring: Ensured continuous monitoring and escalation of critical infrastructure issues
- Key Tools: Utilized tools such as Nadios, Control M, Intermapper, Microthermal, MIR3, and Cisco Prime for monitoring and backup
- Backup Solutions: Currently migrating from on-prem backup to Veeam backup solutions
- Training, Team Building, Recruitment, and Scheduling:
- Training Leadership: Conducted yearly training sessions for the team within budget and business requirements
- Documentation and Discipline: Managed department training documents and improved work discipline through Wiki - JIRA
- Team Building: Conducted regular one-on-one sessions and team-building activities
- Recruitment: Key member in the recruitment process for IT operations
- Scheduling: Built and maintained the team schedule for24x7 infrastructure and operations coverage at SOF
Team Lead Desktop Support
Global Relay
04.2019 - 11.2021
- Leadership and Team Management:
- Team Lead: Headed a10-member Desktop and Infrastructure team supporting Global Relay for900+ users
- RCA and Escalations: Responsible for Root Cause Analysis (RCA) and managing escalations from L2 and L3 support for systems/infrastructure
- Documentation and Training:
- Workflow Documentation: Documented workflows and provided Confluence Knowledge Base training to employees
- Knowledge Transfer: Arranged knowledge transfer sessions within the team and for new hires at Global Relay (Onsite and Remote)
- Project Management:
- Corporate Projects: Managed and coordinated corporate projects for the Desktop team
- Monitoring and Support:
- OS Patching: Monitored OS patching for Ubuntu, Windows, and MAC devices
- MDM Tool Management: Managed AirWatch for BYOD and corporate-owned devices, supported SCCM and Landscape for PXE support
- Ticket Management: Monitored and managed tickets for the Desktop support team using the Jira Ticketing system
- User Support: Provided user support for CUCM and managed Cisco IP phones for Global Relay employees
- Service Delivery and Infrastructure Management:
- Service Provisioning: Ensured timely delivery of corporate services and assets, including hardware provisioning, Microsoft Exchange, onboarding/offboarding
- GPO and AD Management: Managed corporate GPO and AD infrastructure for high availability and implemented necessary changes
- Operations Support: Responded promptly to Support and Operations cases related to Exchange, AD, or other Windows Server issues
- Technical Expertise:
- Exchange Support: Addressed user requests and provided support for Exchange2016, creating escalations and liaising with Microsoft support if needed
- Software Rollouts: Assisted with all software rollouts and upgrades, monitored license expiration, and managed department spend
- Team Development and Management:
- Recruitment Planning: Assisted with the management and forecasting of the Desktop team's recruitment needs
- Feedback and Assessments: Worked with the Director - IT Operations to provide ongoing feedback and conducted annual individual performance assessments for direct reports
- Conflict Resolution:
- User Issue Resolution: Troubleshoot escalated user issues on Windows, Ubuntu, and MAC operating systems
IT Consultant - Field Support Systems Specialist
Impark
01.2019 - 04.2019
- To support all branch offices in the processes surrounding the operation and support of revenue control and enforcement equipment
- This includes patrol handhelds, pay stations, point of sale terminals and other parking facility equipment
- Installing, configuring and maintaining of CISCO Meraki devices
IT Systems and Networks Support Engineer
National Marine Dredging Company
03.2016 - 12.2018
Jr IT-Systems Engineer
National Marine Dredging Company
06.2009 - 03.2016
Assistant Category Manager - Buying and Merchandising - DIY & IT Engineer
Aditya Birla Group "MORE"
01.2008 - 05.2009
Education
M.B.A - Marketing
D.Y Patil - Mumbai University
01.2008
Bachelor OF Engineering - Computer Science
PIIT - Mumbai University
01.2006
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Project management
- Team management
- Strategies and goals
- Organizational development
- Budget management
- Change management
- Business planning
- Staff development
- Negotiation
- Program management
- Hiring and retention
- Charismatic leader
- Business development
- Crisis management
- Business administration
- Corporate communications
- Time management
- Leadership development
Accomplishments
In one year, we stabilized the gross profit and improved the EBITDA for the BC region at F12 by 8%. We also managed to reduce the attrition rate and build a strong workforce, which led to an overall improvement in the service level agreements (SLAs) for our BC clients..
Certification
- VM ware – Airwatch2020
- CCNP Routing Certified (No-429624171341CNBF)2017
- CCNA Certified2017
- Office365 and Microsoft Azure Trained2016
- PRINCE2 Foundation2014
- MCSA20122013
- MCSA20082010
- Microsoft Exchange20102011
- Symantec Back-Up Exec2012 Administration2013
- VMWare Certified Associate (Cloud)2014
- VMWare Certified Associate (Workforce Mobility)2014
- VMWare Data Center Virtualization2014
- Project Management Professional (PMP) - Project Management Institute.
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Awards
Best Employee from IT infrastructure - National Marine Dredging Company -2018, Best Team of the Year - Global Relay -2020
Languages
English
Full Professional
Hindi
Full Professional
Malayalam
Full Professional
Project Management
Full Professional
Timeline
Director Managed Services, Projects
F12.net
01.2024 - Current
IT Manager
Embassy VFX
06.2023 - 01.2024
IT Manager
FuseFx
06.2022 - 07.2023
Team Lead / Manager IT Operations & Infrastructure
Save on Foods
11.2021 - 06.2022
Team Lead Desktop Support
Global Relay
04.2019 - 11.2021
IT Consultant - Field Support Systems Specialist
Impark
01.2019 - 04.2019
IT Systems and Networks Support Engineer
National Marine Dredging Company
03.2016 - 12.2018
Jr IT-Systems Engineer
National Marine Dredging Company
06.2009 - 03.2016
Assistant Category Manager - Buying and Merchandising - DIY & IT Engineer
Aditya Birla Group "MORE"
01.2008 - 05.2009
Bachelor OF Engineering - Computer Science
PIIT - Mumbai University
M.B.A - Marketing
D.Y Patil - Mumbai University
Similar Profiles
Iqbal SinghIqbal Singh
Technical Team Lead at F12.netTechnical Team Lead at F12.net
James HepburnJames Hepburn
Computer Helpdesk Analyst/Consultant at F12.netComputer Helpdesk Analyst/Consultant at F12.net
Mark SawyerMark Sawyer
TECHNICAL ANALYST at 365 IT Solutions / F12.netTECHNICAL ANALYST at 365 IT Solutions / F12.net
HARDIK GOPANIHARDIK GOPANI
Senior Systems Analyst at F12.netSenior Systems Analyst at F12.net
DIEGO SANCHEZDIEGO SANCHEZ
Server at Roadhouse GrillServer at Roadhouse Grill