Brian Mendonsa

Background

About Brian Mendonsa

Dynamic professional with 20+ years of multifaceted experience in the IT / ITES Industry. Certified - PRINCE2® Practitioner ~ ITIL® COMPETENCIES: 1) IT Infrastructure Operations & Service Delivery: • Managing service delivery as per the ITSM model i.e. Service Requests, Incident, Problem, Change and Release Management. Specialties: Remote IT Infrastructure Management, ITIL based processes, Process re-engineering and Team Management. • Delivering IT services at a high level of quality and as per agreed service levels (SLAs). • Supporting Audit, Projects and Disaster Recovery / Business Continuity Process activities. • Risk Management, Client Engagement, Process & Cost Optimization. • Transition and Transformation - Adroit in ensuring seamless transition from high cost to best shore locations. 2) Project Management: • Planning and delivering small IT projects with low to moderate complexity. • Managing Communication, Reporting, Risks, Changes etc. 3) People / Team Management: • Managing global, multi-cultural teams - Experience working with onsite off-shore model, coordinating with resources outside direct span of control. • Staffing, recruitment and on-boarding of new resources, developing competency to deliver services, performance management, plans for succession and attrition. STRENGTHS: • Proficient in ensuring compliant operations, quality of delivery, and customer satisfaction. • Adept in analyzing business requirements, needs and objectives and mapping them to processes and solutions. • Deft at developing effective relationships and collaborating at all levels. • Innovative thinker, organized, result oriented, self-directed, persistent, adaptive, strong learning agility, ability to handle concurrent tasks with appropriate priority and keep calm under stress. • Ability to function productively and independently in business critical and fast paced changing environments (Supported IT Ops in: Finance, Banking, Manufacturing, Transport). ACHIEVEMENTS: • Value of services currently managed: Appx USD 4.5 Million Annually. • Grew client engagement and spearheaded many transitions / on-boarding of new services, resulting in increased revenue for HCL and cost saving for clients. • Implemented a number of process improvements to enhance quality of services, support audit and reduce findings. • Achieved better productivity / utilization among resources, with efforts like cross training, leading to reduced headcount and delivery cost, without impacting quality. • Awarded outstanding performance ratings on several occasions.