Jul 2019 – Present · 6 yrs 9 mos · Gurugram, Haryana, India · Hybrid

• Oversaw daily IT infrastructure operations and end-user support activities, ensuring strict adherence to IT policies, procedures, and best practices.
• Led and managed a team of MSP engineers operating on a shift basis, actively monitoring team performance, providing coaching, and ensuring adherence to Service Level Agreements (SLAs).
• Provided expert IT support to VIP users, including the executive and leaders group, maintaining high levels of responsiveness, discretion, and professionalism.
• Acted as the first point of contact for end users to receive support and maintenance within the organization’s desktop computing, mobile devices, and application system environment, both locally at the Helpdesk and remotely.
• Troubleshot or escalated issues as appropriate in a timely manner, ensuring clear and effective communication throughout the support cycle, and providing end-user assistance until resolution.
• Coordinated IT support for company-wide events, including AUDIO/VIDEO setup and troubleshooting, ensuring successful event execution.
• Project managed specific IT components related to operational goals, such as new offices, office relocations, retrofit, and decommission initiatives.
• Utilized excellent customer service skills and ensured proper recording, documentation, and closure of trouble tickets.
• Employed performance reporting and user analysis to identify and implement appropriate user training initiatives, ensuring the highest levels of knowledge and adoption of technology and systems utilized by the organization.
• Acted as a key stakeholder for driving enhancements and improving support for all IT services.
• Drove internal communication and priority within the business to ensure consistency across the organization.
• Ensured the highest levels of customer focus and collaborative working for incidents and problems presented and escalated.