May 2021 – Jul 2022 · 1 yr 2 mos · Noida, Uttar Pradesh, India

Feb 2019 – Jun 2022 · 3 yrs 4 mos · Noida, Uttar Pradesh, India

• Responsible for all DeskTop Support Operations, including the development and execution of the organization's ticketing system.
• Proactively manage all support requests by ensuring each request is tracked to completion and by developing and enforcing SLA’s.
• Oversee the support organization's ticketing system, assigning, tracking, and following up on support requests.
• Monitor all requests to ensure all established SLA’s are met or exceeded escalating issues as appropriate.
• Assist in the development of timelines and milestones of IT related projects to ensure they are completed on time and under budget.
• Provide technical support to users and maintain existing technology functionality with minimal disruption utilizing help desk and work order processes.
• Establish, document, execute, and manage help desk policies, procedures, controls and standards; ensure that the support team delivers consistent and repeatable solutions to the end user.
• Partner with other teams to ensure the IT help desk is meeting all expectations.
• Manage, maintain and review service and support agreements, leases and other expense-related technology assets and services.
• Assist in the selection, training, and supervision of IT support staff;
• develop a high-performing team by coaching, counseling, and disciplining employees; plan, monitor and appraise staff performance.
• Evaluate business processes and end user experiences, looking for areas to improve upon wherever possible.
• Provide leadership in strengthening internal communications with staff at all levels throughout the organization; create and promote a positive and supportive work environment.

Feb 2017 – Jan 2019 · 1 yr 11 mos · Greater Delhi Area

• create and promote a positive and supportive work environment.

Mar 2016 – Jan 2017 · 10 mos · East Delhi, Delhi, India

• Manage information technology and computer systems
• Plan, organise, control and evaluate IT and electronic data operations
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Manage staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
• Identify problematic areas and implement strategic solutions in time
• Audit systems and assess their outcomes
• Preserve assets, information security and control structures
• Handle annual budget and ensure cost effectiveness.

Feb 2014 – Mar 2016 · 2 yrs 1 mo · Manesar

• IT administrator

Dec 2012 – Feb 2014 · 1 yr 2 mos · Greater Delhi Area

Jun 2012 – Nov 2012 · 5 mos · Noida, Uttar Pradesh, India

• Site Engineer P.N.B Bank
• Handle daily technical support activities on desktop support, data network and server management.
• Setup desktop computers and peripherals and test network connections.
• Install and test desktop software applications and internet browsers.
• Test computers to ensure proper functioning of computer systems.
• Adhere to policies as per corporate manuals and directives.
• Maintain computer peripheral devices like printers and resolve associated problems.
• Troubleshoot Network and related network devices.
• Provide Support to Xp, Win7, Win8, & Win10 and other Microsoft Office related issues.