RISHI MEHTA
Burnaby,BC
Summary
Experienced Scrum Master and Senior IT Professional with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget. Skilled in multiple Agile methodologies, stakeholder management and sprint planning. Highly organized in managing complex projects with multiple deadlines.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Engagement Manager
Rackspace Technologies Inc.
06.2022 - Current
- Successfully deliver new AWS Clients projects in the Professional Services Team and ensure timely delivery
- Plan, organize, control and oversee every engagement task for delivery of AWS services provided by Rackspace
- Engage and communicate with Clients for Pre-Kickoff, Kick-off, Project Status, Deliverable acceptance meetings over life cycle of projects
- Engage and facilitate timely resolution of technical issues impacting delivery of AWS services and ensure Solution Architects, Solution Engineers and team members are empowered to deliver
- Organize and conduct Delivery Workshops to finalize technical requirements, timelines, success criteria(s) and budget spends
- Track budgets and AWS funding on a weekly basis and ensure spend is aligned with budget forecasts
- Ensure Governance under the Engagement Deliver Framework.
Service Delivery Manager
AC3
Vancouver, Canada & Sydney, Australia
10.2018 - 05.2022
- Successfully Onboard new Clients for Cloud Services and ensure a successfully relationship through Governance and Customer Experience best practices
- Responsible for Service Relationship, Delivery and Customer success activities across client accounts and internal team members
- Drive IT Service Management best practices across clients across Government, Medical, Retail and Financial Industries
- Developed Client Engagement and Service Transition processes, workbooks and documentation
- Collaborate with Project Managers, Account Managers, TAM's, Incident Managers and Operational Leads to ensure client success across AU and NZ teams to determine and implement IT and Security policies, processes and procedures
- Responsible for the driving improvements for management and operation of Client IT Cloud infrastructure in Oceania including server, storage, network, security, end user computing and datacenter facilities management
- Maintain 'Governance' on all aspects of services relationship with clients.
Service Delivery Manager
Superloop
- Managed Escalations for Service Delivery related matters
- Owned delivery and management of all contracted services for customers across Aviation, Government, Retail and non-profit organizations
- Established Governance overs all aspects to the Client relationship and Cloud & Security services rendered
- Worked closely with business stakeholders to define new business demands, engage with vendors in developing initial project scope, Statement of Work and business cases
- Liaised with Project teams for timely delivery of local or regional projects.
Cloud Team Manager
NTT/Dimension Data Cloud
07.2011 - 07.2017
- Ensured IT Infrastructure and services are developed, delivered and optimized based on insights about user and business needs, while ensuring global standards are being implemented
- Managed 35 direct reports in Australia and overseas during the tenure
- Direct Reports include L1/L2/L3 Engineers and dotted reporting for Operational Leads
- Performed periodic review for engineer specific 'skills matrix' and 'Skills Gap Analysis' for teams to closely track performance and any deviations from skills requirements to deliver business needs.
Network Project Lead
Lowes Companies Inc.
04.2008 - 07.2011
- Managed and delivered projects for LAN and WAN networks over North American and China Network Infrastructure across 1700 Stores and 30 Distribution Centres
- Managed and delivered projects for Load balancing Platform Migration covering 300+ applications in Production and Test Environments
- Delivered the Network Data Infrastructure for 'Services Platform' initiatives
- Lead Network Isolation Project for PCI compliance
- Activities included coordinating and conducting application owner interviews, document application flows, submit Firewall rules and successfully lockdown applications
- Integrating networks of External Credit Vendors with Lowes for Business.
Telecom Analyst
Vanguard Group LLC
10.2007 - 04.2008
- Maintained company network infrastructure in support of business operations serving more than 11,000 employees and over a 100 Clients, ensuring system speed, accuracy and reliability
- Managed several hundred Cisco 6513 MDF's, Cisco 6509 IDF devices, Cisco 7200, Cisco 2800 series, PIX firewalls, XI50 Appliances
- Also assist in the Network Design and Deployment process
- Lead, Coordinated and implemented Disaster Recovery tests, failover testing on a regular basis and IPS and Firewall configurations
- Documented standard operating procedures for production and development devices.
IT Administrator
State of Tennessee
04.2004
- Team member responsible for daily network operations in several campus buildings, supporting 23000+ users, Network and Security POC Testing and Oncall
- Documented network environment using Microsoft Visio.
Education
Master of Engineering-Telecommunications & Information Security -
University of Victoria
Victoria, British Columbia12.2021
Master of Science-Telecommunications -
State University of New York
Utica, USA05.2004
Bachelor of Engineering- Electronics & Telecommunications -
University of Pune
Pune, India12.2000
Skills
- Agile Project Management
- IT Service Management
- Customer Engagement
- Customer Success Manager
- Process Improvement
- Client Relationship Management
- Incident Isolation & Resolution
- Escalation Management
- Technical and Process Documentation
- Leadership and Talent Management
- Teamwork
Certification
- Certified Scrum Master (CSM)
- SAFe Agilist 5.0
- AWS Solution Architect Associate
- AWS Cloud Practitioner
- ITIL v4 Foundation
- PRINCE2 Foundation
- ArcSight Security Professional
- Certificate in Project Management, University of Tennessee, Knoxville, TN
Tools And Skills
- Clarify/ServiceNow
- Cisco
- Router/Firewalls/F5
- Kali/Splunk/Security Analytics
Awards
- James Burns Memorial Scholarship for Academic Excellence
- Excellent Contributor 2009 2010, Lowes Expansion into Mexico and Canada
- Employee of the Year 2017 Superloop
- AC3 ACE-ed IT Award, 2019/20
Training
- Cisco Certified Network Associate
- Cisco Certified Network Professional
- Leading Teams and Leading Talent, Harvard University (via DDU)
- Agile Development Lifecycle
Timeline
Engagement Manager
Rackspace Technologies Inc.
06.2022 - Current
Service Delivery Manager
AC3
10.2018 - 05.2022
Cloud Team Manager
NTT/Dimension Data Cloud
07.2011 - 07.2017
Network Project Lead
Lowes Companies Inc.
04.2008 - 07.2011
Telecom Analyst
Vanguard Group LLC
10.2007 - 04.2008
IT Administrator
State of Tennessee
04.2004
Service Delivery Manager
Superloop
Master of Engineering-Telecommunications & Information Security -
University of Victoria
Master of Science-Telecommunications -
State University of New York
Bachelor of Engineering- Electronics & Telecommunications -
University of Pune
- Certified Scrum Master (CSM)
- SAFe Agilist 5.0
- AWS Solution Architect Associate
- AWS Cloud Practitioner
- ITIL v4 Foundation
- PRINCE2 Foundation
- ArcSight Security Professional
- Certificate in Project Management, University of Tennessee, Knoxville, TN