Highlights:Served below multinational clients from HP -- Ericsson GE Healthcare P&G Dow Chemical Schneider Sony Ericsson

Skills:

Goal:My Career goal is to use my multilingual(English, Mandarin Chinese, Bengali, Hindi etc.) and communication skills, IT Technical Support, Management & Business skills to deliver professional services to clients

Certification:ITIL V3 Foundation Certified TSIA Certified PMP Training attended

Manager, Managed Services; AO/IO Solutions Architect 06/2014 - current
Avanade Inc., , China
Managed Services, IT Consultancy and MS Technology Solutions
Creating, shaping and estimating Application & Infrastructure Outsourcing solutions for Greater China Deals - Involved in Presales job like understanding client’s requirements, SOW, estimating time & effort, and architect solutions, working on MS Tools like preparing rough order of Magnitude, Avanade Estimating Model, Rate Card, Deal Pricing model, work order etc. to create the Solutions according to the right fit for customer. - Working closely with BDs to meet customer, identify scope, identify customer’s pain points and accordingly, prepare solutions and respond to RFI/RFP - Coordinating and communicating effectively with BDs and stakeholders to explore new business opportunities on weekly basis - Completing internal deliverables like Solutions Plan, Pricing Model, client response and work order etc.--
Overseas BD Manager/Project Manager 07/2013 - 06/2014
Dr.Peng Telecom & Media Group Co.,Ltd., , China
Cloud Computing, IAAS
Responsible for BD in EDC field with MNC clients, provide our client services include IT planning project, ITO Project, Data Center Operation management and Relocation project, Cloud Computing project, DR/BCP project and Hosting Services etc. - Involved in DC relocation project, covering relocation overview plan, organizing human resource, writing relocation proposal with detailed project plan schedule - Holding leadership role, participating in weekly review meeting with Presales, Engineers, technicians to identify gaps and fine tune the process to provide support to our new developed client - Developing new MNC clients through customer relations. Fulfilling their IDC requirements, discussing business model, signing contracts/MOU with MNCs, serving & providing IDC and Collocation Services to clients as per defined SLA. - Analyzing internal and external cloud service offerings and make the best offerings for clients - Preparing SWOT Docs, Product Introduction profile in MNC way--
IT Onsite Supervisor 04/2012 - 06/2013
China Hewlett-Packard Co., Ltd., Beijing, China
IT Solutions Consultancy job
Holding leadership role, managing team of 3rd party contractors, providing site, services and solutions to P&G Customers at 3 different P&G Sites in Beijing. Daily support includes - Monitoring and managing daily IT operations, auditing customer tickets from P&G and British Telecom to find out onsite gaps and making sure to meet our SLA targets - Holding weekly team review meeting and hosting one to one session on a regular basis to understand individual’s performance towards their responsibilities, organizing soft skills training and motivating team to attend technical online training to broaden team’s horizons to deliver professional services to P&G. - Handling IT Onsite network and voice related projects, raised by British Telecom & Damovo by means of BT Resource Request (BTRR) or Voice tickets - Technical job includes all kinds of PC, Network related issues in three sites; Cisco router, switch configuration on servers; Network troubleshooting on wired & wireless platforms - Daily collaboration with site engineers, service providers, and third party vendors to find out root cause related to ongoing issues, updating internal IT manager from time to time and following up until the services are up. - Reimaging new pcs for new employees, troubleshooting windows or applications issues on Windows OS, IT Asset Management and smart phone(iPhone); Purchasing IT Hardware (Laptop, Desktop, One phone etc.) by optimizing available IT budget and planning for each fiscal year. - Meeting with internal IT Manager for internal projects and how to execute them within our available resources, integrating available technical and human resources to complete project goals in demand within the deadline - Acting as SPOC for high escalations, also coordinate with P&G Internal IT management team to organize different IT Events which held quarterly.--
Software Product Leader 03/2011 - 03/2012
China Hewlett-Packard Co., Ltd., , China
Worked as Tier2 Product leader to resolve software related bugs based on ITIL methodology
Worked as Tier2 Product leader to resolve software related bugs based on ITIL methodology Services include - Taking Customer’s various requests to standardize, fine-tune the applications to meet its objective as per defined SLA, make analysis on the application pitfalls and fix them within the approved time frame and making it sure that the project executes in a professional manner with cost-effective solution targeting to deliver professional services to our final Clients. - Assisting in handling backlog cases as Level2 Support received from the worldwide customers effectively and efficiently. Coordinate with team members in closing aged cases by communicating with customers, R&D engineers & third party vendors - Monitoring Team’s performance, hold weekly review meeting to find out gaps on our backlog cases--
IT Solutions Consultant 10/2006 - 02/2011
China Hewlett-Packard Co., Ltd., , China
IT Solutions Consultancy job, providing IT support on Unix/Linux and Windows platform
Handling R&D Customer’s Linux/Unix and Desktop queries from APAC, EMEA, EAMCS regions; Responsibilities include - Sun Solaris, Suse/Red hat Linux & Windows Account Administration & Management, Troubleshooting OS and Network - Various R&D Applications (IBM Rational Clearcase, Clearquest) support and troubleshooting, - English team performance overview, writing daily reports to Service Delivery Manager - Providing Service Desk operation training to new employees - Creating knowledge base docs to facilitate support job--
IT Team Leader/IT Helpdesk Engineer/IT Online Support Engineer 08/2003 - 09/2006
China Perseverance Technology Co., Ltd, , China
Online & Onsite ITO Support experience
Sony Ericsson Online Helpdesk Project: - Leading team of 5 engineers working on shifts and reporting to HP Account delivery manager - Team Performance review, tracking performance via internal IT tool - OS and Network Troubleshooting on Windows - Oracle Application installation and troubleshooting support on Windows - MS Office Application installation and troubleshooting support Rohm Haas IT built-in Online Helpdesk Project: Handling all IT and BPC (Business Process Center) related queries from RohmHaas end-users(EAPAC& AMCS) effectively and efficiently as per the HP-RohmHaas IT Support Standards - IT Support includes various troubleshooting on Windows 200x, XP Client machines, NT Account Administration, MS Office Suite, IBM Lotus Notes Mail Client, Network issues on client PCs - Troubleshooting. Business Process Center includes ERP/SAP related support. Handling various purchase orders, create tickets and send them to the level 2 or 3 support at the business processing centers GE HEALTHCARE ITO PROJECT: - Daily Troubleshooting on Windows OS on client’s desktop and laptop PCs - Troubleshooting and Management on the AD Account and Groups - IBM 3270 Terminal account administration & troubleshooting - Troubleshooting remote access issue through VPN, Satyam etc. with network connectivity issues - Troubleshooting Business Applications such as Cognos, Oracle, IBM Lotus Notes, IBM Sametime, Cisco Webex Concall - Troubleshooting various MS Outlook issues; Include- Creating new PST, backing up Personal folders, fixing bugs of the oversized PST folders, fixing calendar issues by means of remote sharing via Netmeeting, Symantec PC Anywhere - Mentoring new employees about Helpdesk operation, train them how to utilize soft skills and language communication in corporate manner.--

Central South Universit of Technology 09/1997 - 07/1998
Changsha, Hunan, China
Degree: Professional Degree
Major:Mandarin Chinese
Completed one year of Mandarin Chinese includes Basic to Advanced Chinese; includes listening, reading & writing with oral communication

Raquib's Resume