Jul 2020 – Jan 2025 · 4 yrs 6 mos · Gurugram, Haryana, India · Remote

• I blueprint strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools; set up OKRs, KPIs, and SLA of ITSM. I administer JIRA for ITSM and IT projects; manage network services; and own the Incident, Request, Problem, Change and escalation processes.
• In addition, I lead the planning & budgeting of IT Operations in the US and India (Noida, Gurgaon, and Jaipur), drive financial forecasting to realize future needs of the organization, outline expenditures, control operational & capital costs, identify opportunities for cost-effective solutions, technology implementation, transition and service delivery. Provide tactical and strategic recommendations based on ITSM key performance measures. Identify, test and implement cost-effective solutions. I was also responsible for patch management, asset management, procurement, and vendor management.

Jul 2020 – Dec 2021 · 1 yr 5 mos · Gurugram, Haryana, India · Remote

• Joined as the 1st employee of the IT Division to plan, set up, and oversee the entire IT infrastructure and operations for all Indian offices along with building a team of 15+ members.
• Over my tenure, my responsibilities were to lead strategic and operational planning to achieve core business goals; prioritize technology initiatives, and coordinate the evaluation, deployment, and management of current and future technology systems. Set up goals, objectives, milestones, and operating procedures for the IT Division. Write policies and How-to articles. Establish robust, highly available systems (MDM, ITSM, ISPs, CCTV, Physical Access Control, Network, and Server Infrastructure). Plan and implement the strategy for IT infrastructure (storage, computing, security, and disaster recovery) and software application capabilities for current and future organizational needs.
• Besides, I was involved in budgeting and forecasting IT plans on a half-yearly and yearly basis. Hire, train, develop and manage a high-performing and successful team of over 18 ICs.

Feb 2019 – Jul 2020 · 1 yr 5 mos · New Delhi Area, India

• While working as a Consultant- Network on a contract basis, I played a major role in building and developing infrastructure for CDM Division under MCA while managing junior IT consultants and delegating work.
• Moreover, I worked closely with Website and App Developers in testing website functionality. Deployed websites on LAMP and WAMP stacks on the Indian Government Cloud. Managed patches for all Windows and Linux servers and workstations for the division. Reviewed vulnerability assessment scores and remediated vulnerabilities on servers. Monitored services to internal stakeholders with co-valuation and collaboration.
• Roles required me to oversee access management and identity management of applications and services. I even identified gaps and scope for continuous improvement with internal customers. Oversaw website security and collaborated with vendors on the security of government websites and certificate renewal.

Dec 2017 – Feb 2019 · 1 yr 2 mos · Gurgaon, Haryana, India

• I was handpicked by the firm to lead the overall OFP (Organizational Focal Point) Council Program for the Eastern Hemisphere. Roles required me to chair weekly/monthly OFP project meetings consisting of business application points of contact.
• Furthermore, I advised business application contacts of current/upcoming changes to Xerox PC software image impacting applications functionality. Collated information on issues discovered during interoperability and user acceptance testing of the image against Xerox business applications; suggested workarounds and fixes for issues impacting Xerox business applications.
• During this tenure, I prepared courses, training & learning plans; conducted courses enrolment and grouped people in batches; documented LMS self-help and FAQs, and responded to e-mail queries. Created assessments & interview tests with SMEs and Hiring Managers; developed remediation plans with business application owners.
• Moreover, I for all assigned projects to include, but not limited to, PC image development, Service Release, Security Patch activities, development of team communication and collaboration tools, technology investigations, or any other projects as assigned.
• Maintained a database of current Xerox Business Applications and the compatibility of the applications with the current Xerox Standard Client builds; steered Service managers to improve the SCCM environment. Ensured Xerox patching standards met monthly patching score; acted on remediation of broken SCCM agent’s monthly basis.

Jan 2016 – Sep 2017 · 1 yr 8 mos · New Delhi Area, India

• Throughout, administered IT operations in Europe and Asia regions for Delhi and Bangalore, supported the patching process, and oversaw the compliance and health checks of the system.
• Further, I liaised with vendors for various IT needs and business line managers for projects. My major emphasis was on access management request processing, SCOM, PRTG network monitoring, responding to event detection, adding and removing users, employee training, technical support regarding the LMS portal, asset management, escalation management, and incident & change management.

Jan 2015 – Dec 2015 · 11 mos · Doha

• As Technical Lead Consultant, I spearheaded a team of SD Engineers supporting 1000+ customers and ensuring SLA achieved great customer satisfaction. Oversaw deployment of IT equipment and peripherals, incident management, process and skill improvement for the service desk team, and knowledge base implementation.

Nov 2009 – Sep 2014 · 4 yrs 10 mos · South Sudan

• I commenced my career with Trigyn Technologies as an IT Technician and rose to the position of WAN Technician, accountable for leading a team of technical support engineers and ensuring adherence to SLAs. SPOC for resolution of all major technical issues, and set up and oversaw IT infrastructure of offices.