Harbrinder Dhillon
Summary
Experienced in IT infrastructure management and team leadership, leveraging strategic planning to optimize technology solutions. Proven track record of driving efficiency and innovation in IT operations, prepared for leadership roles in technology management. Background includes overseeing complex IT projects and driving technological advancements. Known for strong team collaboration skills and delivering results in dynamic environments. Expertise in network administration and IT strategy development.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Leader
Amry Astro Group
05.2019 - Current
- Lead and manage a team of IT professionals responsible for day-to-day infrastructure operations, including servers, networks, data centers, and storage systems, ensuring 99.9%+ uptime
- Participate in strategic IT planning, aligning infrastructure operations with business objectives and growth initiatives
- Oversee the development and implementation of operational processes, procedures, and best practices to improve efficiency and streamline workflows across the IT infrastructure
- Ensure operational excellence through proactive monitoring, identifying bottlenecks, and implementing performance optimization measures to prevent potential disruptions
- Drive cost optimization through effective budget management, resource allocation, and automation of operational processes
- Lead and mentor IT staff, conducting performance evaluations, and fostering a culture of continuous improvement and professional growth
- Collaborate with cross-functional teams such as Development, Product Engineering, and Security to enhance IT service offerings and align operations with business needs
- Spearhead the resolution of high-impact incidents, providing leadership in incident management, root cause analysis, and the implementation of preventative measures
- Maintain and improve incident and problem management processes, ensuring timely resolution and minimizing operational disruptions
- Ensure IT operations compliance with security protocols and company policies by working closely with the security team to mitigate risks
- Collaborating with Leadership to align across all tracks, including operations, product management, user experience, quality assurance, developer operations, and engineering
- Create and adhere to the IT budget, which includes employees, ongoing operational costs, capital expenditure, and enterprise technology costs
- Partnered with business stakeholders to oversee the roadmap and support of a portfolio of applications, ensuring optimal performance, scalability, and alignment with business objectives
- Delivered robust application strategies that supported transformation and modernization efforts
- Evaluated emerging technologies, recommending solutions to enhance system performance and scalability.
- Coordinated resource allocation, ensuring optimal performance across multiple projects.
IT Team Lead
Health Alliance Plan
06.2015 - 04.2019
- Managed daily operations of IT infrastructure, ensuring system availability, security, and performance for a large-scale enterprise environment
- Developed and executed strategic plans for operational improvements, aligning IT infrastructure to meet evolving business demands
- Coordinated with IT teams to design and deploy automation solutions that reduced manual effort by 25%, improving efficiency and reducing operational costs
- Managed incident response and resolution, leading post-incident reviews and identifying root causes to implement long-term solutions
- Oversaw vendor relationships and contracts, negotiating cost-effective agreements and ensuring quality service delivery
- Ensured team adherence to ITIL best practices and policies, fostering a high standard of operational excellence and compliance
- Developed the enterprise's culture, structure, and technical capabilities, including onsite and remote staff
- Developed and attracted world-class talent for architecture, business analysis, development, testing, etc
- Led projects initiated by the System Engineering team, from scope definition and project planning to regular updates and status reports
- Successfully managed projects, ensuring timely completion and alignment with organizational goals
- Implemented a trouble ticket system for quicker response times and solutions to improve the VTS/NTS team’s SLA by 48%
- Led the migration and management of the IVR Cloud solution system team to architect an e-commerce solution that leverages in-house services capabilities to support the projects to control fraud and waste
- Implemented automation tools for improved efficiency in testing processes and reduced manual intervention.
- Enhanced team productivity by implementing agile methodologies and streamlining project workflows.
- Developed IT strategies to align with business goals, ensuring optimal performance and growth opportunities.
Sr. IT Manager
Amry Astro Group
05.2013 - 05.2015
- Managed day-to-day activities of the engineering team, ensuring alignment with organizational goals
- Provided hands-on support for technical issues, facilitated design sessions, and maintained a proactive approach to addressing system health and performance issues through scorecard metrics and action plans
- Analyzed complex business needs and recommended effective technical solutions
- Managed teams supporting IT Application Development and Infrastructure components including Datacenter, WAN, LAN, and Email
- Developed tactical technology and resource plans aligned with business strategies
- Negotiated and managed project priorities to meet business objectives
- Oversaw the implementation, installation, and operation of information and functional systems
- Designed and implemented scalable, sustainable, and supportable technology solutions
- Collaborated with business functions to meet enterprise-level infrastructure support and SLAs
- Established and monitored metrics for Infrastructure Support, including availability, usability, responsiveness, and continuity
- Set SLAs and KPIs for individuals, teams, and service delivery to ensure high performance
- Assisted in developing, maintaining, and testing IT Infrastructure disaster recovery plans
- Assisted and developed budget for the development and management of the IT Infrastructure Budget
- Managed and sourced professional services and outsourced solutions to support business and operational objectives
- Developed leadership skills in managers and individual contributors
- Hired, trained, managed performance, conducted evaluations, mentored, and coached team members
- Ensure alignment with corporate policies and quality standards
Application Architect/Technical Project Manager
Pitney Bowes Management Services
03.2008 - 05.2013
- Designed full SDLC of CRM / Mailing & Invoice Process Automation service for GMAC
- Provided a dedicated workflow solution built on format consistency to eliminate the system complexities surrounding the numerous communication and data streams between the organization, customers, and suppliers
- Automated GMAC Process of standard Accounts Receivable output (often an invoice print run) and delivered this to GMAC format of chosen paper, data, or an e-invoice
- The mailing & Invoice Process Automation system was primarily written in a proprietary language based on Java, XML, HTML, JavaScript, Stream Weaver, Finalist, VBScript, DOS, and Database SQL Server with over 120 templates designed in BDOCI and full database structure
- Designed and managed all aspects of production printing, technical equipment, and application viability, product and customer support services, and environmental configuration consultation for Medco
- I deployed automated IT solutions, including site activity reporting, quality control/punch-out management, CRM/sales automation, intranet, document management, and manufacturing/finance industry
- Optimized the database by creating various clustered, non-clustered indexes and indexed views
- Created SSIS Packages to export and import data from CSV, Text, and Excel Spreadsheets
- Performed data extraction and migration activities for populating test (or non-production) and customer databases
- Designed and Developed ADHOC reporting and processing system for GMAC & Express Script
- Reduced time-to-market for new features by utilizing DevOps practices in the software development lifecycle.
- Delivered cost-effective solutions by leveraging open-source tools and frameworks where appropriate.
Education
BBA - Leadership, Information System
Walsh College of Business And Accountancy
Troy, MI07.2011
Skills
- IT Operations
- Engineering Operations
- Manufacturing Operations
- Leadership
- Team Building
- Cross-functional Collaboration
- Portfolio Management
- Strategic Execution
- Technical troubleshooting
- Network administration
- Team development
- IT asset management
- Team collaboration
- Application support
Certification
- Certified ScrumMaster (CSM) – Scrum Alliance
- Advanced Certified Scrum Product Owner (A-CSPO) – Scrum Alliance
- Certified Data Privacy Practitioner - Network Intelligence
- Certified Web Application Security Practitioner - Network Intelligence
- Certified SAFe 6.0 - Scale Agile, Inc.
- ITIL Foundation Certification – AXELOS
- Master Program Microsoft Azure DevOps - Edureka
- Master Program AWS Solution Architecture - Edureka
- Microsoft Azure Cloud Engineering Training – Edureka
- Master Microsoft Cloud Architect Training – Edureka
Recognitions
- The client recognized me for implementing the complete ServiceNow system processes, which had a transformative impact on our customers, resulting in impressive cost savings of $2 million in license expenses. Additionally, the implementation significantly enhanced the management of their inventory system.
- Recognized for Migrating Heath Plus System and Midwest Insurance to the HAP system by developing systems processes, plans, and procedures to improve the acquired entities’ processes.
- HAP System is recognized for realizing over $10 million in cost savings from software systems through exceptional vendor management.
- This achievement demonstrates my proficiency in strategic problem-solving and project management. While working at Pitney Bowes Management Services (PBMS), I successfully led the redesign of the mail system for Express Script, resulting in substantial cost savings of $35 million for the organization.
- PBMS recognized me for leadership and vendor management skills and played a pivotal role in the success of the Medco Web Service System, contributing to a remarkable achievement of over $5 million in cost savings from software systems.
Personal Information
Citizenship: US
Timeline
IT Leader
Amry Astro Group
05.2019 - Current
IT Team Lead
Health Alliance Plan
06.2015 - 04.2019
Sr. IT Manager
Amry Astro Group
05.2013 - 05.2015
Application Architect/Technical Project Manager
Pitney Bowes Management Services
03.2008 - 05.2013
- Certified ScrumMaster (CSM) – Scrum Alliance
- Advanced Certified Scrum Product Owner (A-CSPO) – Scrum Alliance
- Certified Data Privacy Practitioner - Network Intelligence
- Certified Web Application Security Practitioner - Network Intelligence
- Certified SAFe 6.0 - Scale Agile, Inc.
- ITIL Foundation Certification – AXELOS
- Master Program Microsoft Azure DevOps - Edureka
- Master Program AWS Solution Architecture - Edureka
- Microsoft Azure Cloud Engineering Training – Edureka
- Master Microsoft Cloud Architect Training – Edureka
BBA - Leadership, Information System
Walsh College of Business And Accountancy
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