Manjesh Naganna

Education

Diploma in Computer Science and Engineering in 1995.

Diploma in Information and System Management in 1996

Bachelor of Computer Application in 2020

Certifications

Amazon AWS Cloud Solution Architect Associate Validation Number FNN59NX1HM4E1 9WB

ITIL V3 Certified

Honeywell Certified Project Manager

Honeywell Certified Green Belt Professional

BMC Certified System Administrator

BMC Certified CMDB

Administrator

• Successfully set-up a new team, their on-boarding, “knowledge transition” and supported major client successfully.
• Successfully executed “IT Operations manager” role while supporting critical enterprise applications.
• Highly recognized for delivering “software/hardware performance improvement initiative” across diverse enterprise platforms
• Strong Analytical, Problem Solvingand debugging skillswith excellent understanding of system development metrics, tools and techniques.
• Led and delivered several non-functional activities such as capacity planning, performance analysis, scalability and availability management.
• Initiated and led several root cause analysis activities, identifying corrective actions and resolutions.
• Responsible forProduction Incident andproblem management.
• Part of core Project management team, andresponsible for project execution, issues tracking, impact analysis andmitigation plan.
• Proficient in managing onsite/offshore model projects.
• Hands on experience in Agile, Scrum,Waterfall software development methodologies
• Excellent knowledge of TOGAF 9.1, ITIL, PMIproject management frameworks

Nov’2011 to Aug’2012

IT Consultant • Logica • Clients – EU clients

• Consultant for BMC based service management tools/ platform, for both portfolio and client projects. Lead for PaaS platforms and other cloud projects such as BMC ITSM on Cloud and other application deployments on bothSaaS and PaaSplatforms.
• Responsible for troubleshooting & configuring the Remedy System according to the needs of the business. Installation, Upgrade, Root Cause analysis and patching were done as part of my job.
• Installed and configured ITSM Suite as per the business requirement.
• Customized & configured the current Remedy System according to the needs of the business for efficiency improvements in bothIncident and ChangeManagement applications. Have hands on experience on approval mappingconfiguration. Analyzing the requirements and design solutions. It was my responsibility to do the initial analysis of requirements and design.

July’2008 to Nov’2011

Team Lead (Infra& Ops) • Honeywell Technology Solutions • Client– APAC, EMEA,US (Honeywell Global)

• Remedy Server Administration, Landscape design, ARSServer Configuration & Patch Management, Email Engine configuration ,Log Analysis, Installation, implementation and support of application servers,application services, mid-tier, email engine, web applications and integrations.
• Monitor events and alerts and work with team and vendors to resolve system issues. Make recommendations about system monitoring, alert levels and thresholds and system monitored metrics.
• Take on advanced responsibilities relating to the scalability, strategy and vision of the Remedy systemsthat support

Honeywell’s corebusiness.

• User Management, Support GroupManagement, Permissions, User Roles,Approvals, Product Categorization, Operational Categorization, Assignment Process & SLA’s,
• Understanding of ITIL Processand implementation Analyzing Incident and Problem ticketsfor Remedy GlobalService Desk and preparing Trend analysis report of Incident and Problemtickets.
• Monitoring of application serversand services to make surethatall the services are up and running all the time. Effectively monitored application services, analyzederror logs to find out what is going wrong with the application.
• Configured SLM module based on the customer requirement. Configured Service Targets for different Service desks and support groups based out of different time zones. Hands onexperience on Data Load Console.Extensively used “Data Load console”to load data during migration of different Servicedesks/Support groups to Remedy7.5 systems.
• Have knowledge in configuring AIE jobs to load data into CMDB and to different arsystem forms. Configured Re-conciliation jobs based on requirement. Was involved in PeopleSoft integration with Remedysystem for people loadinto the system.

June’2006 to Jul’2008

Senior Analyst • Accenture • Client – US clients

• Customization/implementation of ITSM 7.0 (Change, Problem, Incident & AssetManagement, ARS Server7.0, provided by RemedyTool.
• Customization/implementation of Remedy Action Request System 6.0/5.1.2, Change Management 5.6, Approval Server 5.1, A R Email Engine 5.1.2, DSO, Mid-Tier 6/6.3 and Migrator.
• Customization and rebuild (Enhancement) of workflows. Operation support for Multitenancy mode for Accenture clients.
• Customized & configured the current Remedy System according to the needs of the business for efficiency improvements in both Incident and Change Management applications. Analyzing the requirements and design solutions Troubleshooting, Bug Fixing & implementing new changes in the OOB version of Remedy.
• Maintenance, administration and give support to other support functions and end user community. Conducted training programs and private mentoring for end users, support staff and managers on the use of the application and ensuring ITIL best practices are followed.

July’2003 to May’2006

Associate Engineer • Wipro Infotech • Client – APAC Domestic

• Implementation of Tracking and Management Process for Asset Management according to ISO Standards and SLA norms E-asset (tool) tracker and BMC Software.
• Hardware Asset Management, Software Asset Management, IMAC process (Business - wise Asset tracking)
• Inventory Management, Updating AMS (Asset Management System - Module in Remedy for IT Asset Management) Database,
• Datacenter consolation (according to DC norms) Media Management (LTO Tapes), Solving Customer related Problems, Maintaining General purchase ledger of IT Assets (Inventory), Coordinating with logistics department for sending or receiving IT equipment according to STPI norms.

Feb’1998 to July’2003

Executive Administration • Lapp India

• Implementation (installation & Configuration) of IT Help Desk Management Process for IT Group. Hardware Support, Application / Software Support and Network Support. Inventory Management.
• Vendor Management - Coordinating with vendors for IT procurement / spares replacement, Keeping track of incoming / outgoing IT goods from the site.

Project Management

SDLC, Scrum-Agile