Aug 2023 – Feb 2025 · 1 yr 6 mos · Bengaluru, Karnataka, India · Hybrid

• Built and scaled IT team from 1 to 4 members within the first year, overseeing IT Support and
• Employee Lifecycle
• Formulated and executed IT strategies for India, ensuring alignment with global standards
• while addressing local challenges
• Managed IT operations across 3 offices in India, ensuring seamless service delivery and
• support
• Successfully managed IT budgeting, optimizing resource allocation for equipment,
• software, and services
• Implemented 'Follow the Sun' support coverage and spearheaded disaster recovery efforts
• to minimize downtime and maintain business continuity

Dec 2020 – Feb 2023 · 2 yrs 2 mos · Bengaluru, Karnataka, India · On-site

• Managed a global team within Service Desk and project implementation, ensuring timely and high-quality delivery of services, while also providing continuous improvements within my area of responsibility.
• Managed service delivery costs within my assigned team, and developed assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction.
• Implemented ITIL standards and improved system availability by 99.99%, resulting in a 30% reduction in system downtime and an increase in user satisfaction.
• Fostered positive end-user relationships, ensuring customer satisfaction & was involved in Hiring and Recruitment of employees.
• Developed "new talents" within the company for the future and encouraged employees to take over accountability and responsibility.
• Successfully delivered services and projects on time and within budget through proactive team management and leadership.
• Escalated and resolved software/system issues and identified the need for upgrades or new systems.
• Migrated production applications to the cloud (Office 365, Zoom Telephony) by using a phased migration plan and private cloud, resulting in a 15% cost reduction and a 20% increase in system performance.
• Identified technology opportunities that improved business processes by 10% and reduced costs by 15%, resulting in savings of $1M in operating expenses.

Nov 2018 – Dec 2020 · 2 yrs 1 mo · Noida Area, India · On-site

• Managed a cross-functional team of 5 EUS, collaborated with business development, and IT operations
• Transformed CareerBuilder's IT infrastructure services through successful virtualization projects for the India, Singapore, and London offices, improving system performance and scalability.
• Cascaded technology support evenly across Vietnam, Singapore, Shanghai, and Australia offices.
• Integrated documentation tools such as JIRA, Confluence, and SNOW to the helpdesk for better tracking and completing user issues and projects.
• Retrofit the legacy VC Systems to Zoom Rooms in 3 offices to enhance UX, productivity, and security.
• Migrated the Singapore office and Data Centre, reducing OpEx by 30%.
• Managed computer hosts through SCCM, monitored software licensing with reports, and deployed system updates after thorough testing for effective IT asset management.
• Managed vendor relationships for timely service delivery.
• Ensured seamless tech functions for remote offices (Vietnam, Singapore, Shanghai G Australia) by integrating documentation tools (JIRA, Confluence G Service Now) resulting in a 20% increase in user productivity.
• Retrofitting legacy VC Systems to Zoom Rooms in 3 locations (India, Australia, and Singapore), resulting in a 30% reduction in video conferencing costs and a 25% improvement in user satisfaction.
• Reduced OpEx by 30% after migrating the Singapore office and Data Centre, resulting in annual savings of $50K.
• Managed computer hosts through SCCM, monitored software licensing with reports, and deployed system updates after thorough testing, resulting in a 40% reduction in system downtime and a 30% improvement in system performance.

Apr 2018 – Nov 2018 · 7 mos · Gurgaon, India · On-site

• Managed a joint project between Google, Indian Railways & Vendors.
• Coordinated among stakeholders, set up meetings, closed the gaps, and implemented wireless services.
• Led, managed, and consolidated customer network requirements and provided proof of concept, technical consultation, and designed the solution.
• Manage Customer Projects and single-handed successful delivery in given timelines as per Project requirements.
• Management and execution of each implementation, Plan – predicting, identifying, and resolving any issues.
• Successfully audited 150 railway stations country-wide and made them live ahead of the schedule.
• Formulated, organized, and monitored inter-connected projects.

Mar 2016 – Apr 2018 · 2 yrs 1 mo · Gurugram, Haryana, India

• Managed a team of 3 agents, identifying opportunities for their career development and achieving goals.
• Managed the incident management process, and ensured all incidents are logged and resolved within SLA.
• Manage the escalation process for critical incidents and communicate with stakeholders.
• Monitor and report on the performance of the service desk team
• Successfully handled IT operations in India, Singapore, and Shanghai offices.
• Upgraded legacy AV/VC in Singapore and India offices.
• Managed Active Directory to configure user & computer accounts.
• Played a lead role as AV/VC Technician APAC and POC for Network operations.

Jun 2014 – Feb 2016 · 1 yr 8 mos · Gurugram, Haryana, India

• Remotely managed 3 offices within India while supporting 2 physical offices (Corporate & Development).
• Conducted New Hire Setup, Inventory Management, Hardware Assignments, and Incident Management.
• Installed, configured, and maintained operating systems, servers, storage, network, and other IT systems.
• Managed AD, user & group account creation, modification, and deletion, as well as Group Policy Objects.
• Monitored system logs and performance metrics to identify and address issues proactively.
• Collaborated with other IT teams to integrate and optimize the above systems to meet the organization's requirements.

Oct 2013 – Jun 2014 · 8 mos · Gurugram, Haryana, India

• Supported 7 worldwide clients in terms of Analysing reports referring to their Network health and informing them the right way based on the usage.
• Implemented optimization technologies to increase network efficiency for clients.
• Developed capacity plans to ensure the availability of network resources for clients.
• Managed and monitored network capacity to ensure adherence to service-level agreements.

May 2011 – Oct 2013 · 2 yrs 5 mos · Gurgaon, India · On-site

• Supported major retrofitting of the Cisco AV rooms and converted them into GVC rooms.
• Supported users with tech issues & managed high-profile events.
• Played a role in Inventory management where I had to coordinate with OEM to procure hardware and manage them in the CAMP system.
• Promoted to Technical Support Technician and managed a team of 3 techs with various support levels.

Aug 2010 – May 2011 · 9 mos

• Provided service to clients related to Software installation and hardware problems.
• Managed a team of 5 engineers by performing Shift management, performance reviews, and escalations.
• Vendor management was also a part of my profile, while I did the update, resolved the tickets on remedy, and allocated them to the teams.

Jan 2010 – Aug 2010 · 7 mos

• Fixed the IT issues reported to centralize helpdesk.
• Supported mostly PSUs with issues related to Desktops. Printers, Antivirus, or firewalls.
• Managed the National Thermal Plant with their end-to-end IT demands and provided tech support needed
• Assisted the State Bank of India to build an office by procuring, and installing servers, desktops & printers.