DEEPAK KUMAR

Product Engineer

Dadra & Nagar Haveli, Daman and Diu, India5 yrs 5 mos experience

AI EnabledAI ML Practitioner

Key Highlights

Led a team of 20+ engineers in global IT support.
Achieved 95%+ first-call resolution rate for VIP escalations.
Spearheaded IT modernization initiatives improving efficiency by 30%.

Stackforce AI infers this person is a skilled IT professional specializing in End-User Computing and IT infrastructure management.

Contact

deepak49951@gmail.com LinkedIn

Skills

Core Skills

It Service ManagementTechnical LeadershipTechnical Support Management

Other Skills

2024 Data Structures Using Python2024 R Programming Bootcamp for Absolute BeginnersAWS CloudFormationAWS Command Line Interface (CLI)AWS LambdaAWS SecurityActive DirectoryAgile TestingAmazon EC2Amazon S3Amazon VPCAmazon Web Services (AWS)Artificial Intelligence (AI)Artificial Intelligence for BusinessAutoCAD

About

As a dedicated IT professional with over 3.8 years of experience in End-User Computing (EUC), IT infrastructure management, and global technical support, I specialize in delivering high-quality IT services that drive organizational efficiency and innovation. In my recent role as Technical Lead – EUC at Progressive Infotech Pvt Ltd, I led a team of 20+ engineers, managing 24/7 global IT support for over 450 systems. I spearheaded IT modernization initiatives, including cloud migration and automation, resulting in a 30% improvement in operational efficiency. My commitment to service excellence is reflected in achieving a 95%+ first-call resolution rate for VIP escalations and maintaining 98% SLA compliance across all service requests. I am passionate about leveraging technology to solve complex problems and enhance user experiences. With a strong foundation in IT service delivery, team leadership, and digital transformation, I am eager to contribute to organizations seeking to optimize their IT operations and achieve strategic objectives.

Experience

5 yrs 5 mos

Total Experience

1 yr 10 mos

Average Tenure

1 yr 11 mos

Current Experience

Amity university online

Student

Jul 2024 – Present · 1 yr 11 mos · Noida, Uttar Pradesh, India · Remote

🤖 BCA Student | AI & Machine Learning Enthusiast | Future Data Scientist
I am a passionate and curious learner currently pursuing my Bachelor of Computer Applications (BCA) with a specialization in Artificial Intelligence & Machine Learning.
With a strong interest in how machines think, learn, and make decisions, I’m building hands-on experience in:
🧠 Core Skills:
Python for AI & ML
Machine Learning Algorithms (Supervised & Unsupervised)
Data Preprocessing & Visualization (Pandas, NumPy, Matplotlib)
Neural Networks, Deep Learning (TensorFlow, Keras)
SQL & Databases
Git & GitHub for version control
📊 Current Focus:
Building ML models & AI projects
Learning deployment tools (Flask, Streamlit)
Participating in hackathons & Kaggle competitions
Exploring internships in AI/ML domain
💡 I believe in continuous learning and using technology to solve real-world problems.
Let’s connect if you’re into AI, ML, or just love to talk tech!

Progressive infotech pvt. ltd.

2 roles

Technical Lead - EUC

Promoted

Apr 2024 – Oct 2024 · 6 mos · Kaushambi, Uttar Pradesh, India · On-site

Led a team of 10+ overseas engineers at Progressive Infotech Pvt. Ltd., providing End-User Computing (EUC) support and IT infrastructure management for Dabur International Ltd. Oversaw daily operations, implemented process improvements, and ensured efficient and timely service delivery. Drove key initiatives to upgrade IT support infrastructure and enhance the user experience.
Achievements:
Led and mentored a geographically dispersed EUC support team of 10+ engineers, fostering a collaborative and high-performing work environment.
Improved IT service delivery by 30% by implementing streamlined processes and optimizing resource allocation. Reduced average ticket resolution by 40%.
Enhanced operational efficiency by 25% by implementing improved IT infrastructure management practices and automation where possible.
Maintained 98% SLA compliance while managing over 500 support tickets weekly, exceeding customer expectations and ensuring business continuity.
Successfully coordinated weekly ticket reviews for 10+ Resident Engineers, resulting in a 40% improvement in issue resolution

End-User Computing (EUC)IT infrastructure managementTechnical Support ManagementCloud MigrationAutomationService-Level Agreements (SLA)+3

Technical Analyst -EUC

Mar 2022 – Mar 2024 · 2 yrs · Kaushambi, Uttar Pradesh, India · On-site

Provided technical support and end-user computing (EUC) services at Progressive Infotech Pvt. Ltd., supporting over 450 systems. Responsibilities included administering SQL Server, managing Windows 10/11 environments, and implementing various network solutions. Focused on delivering efficient and timely technical assistance to ensure seamless business operations.
Achievements:
Provided VIP technical support, consistently achieving a 95% resolution rate within a 24-hour timeframe, demonstrating a commitment to excellent customer service.
Administered and maintained SQL Server databases, ensuring data integrity and optimal performance for critical business applications.
Managed and supported Windows 10 and 11 environments for over 450 users, ensuring efficient and secure system operations.
Enhanced Zscaler installation, improving network security by 25% and mitigating potential security risks.
Improved asset management accuracy by 15% through meticul

Technical SupportSQL Server AdministrationWindows System AdministrationNetwork SolutionsVIP SupportTechnical Support Management+1

Innovative digitech services

Desktop Support Specialist

Dec 2020 – Mar 2022 · 1 yr 3 mos · Noida, Uttar Pradesh, India · On-site

Provided comprehensive desktop support and technical assistance at Innovative Digitech Services, ensuring smooth IT operations for end-users. Responsibilities included 24/7 technical support, hardware and software installation and configuration, troubleshooting, and escalation management.
Achievements:
Delivered exceptional 24/7 technical support, consistently achieving a 97% first-call resolution rate, minimizing downtime and maximizing user productivity.
Installed and configured over 350 laptops, desktops, and printers, enabling seamless business operations and supporting company growth.
Effectively managed and resolved customer escalations, leading to a 25% improvement in customer satisfaction scores.
Proactively identified and resolved recurring technical issues, improving overall system stability and reducing future support requests.

Desktop SupportTechnical AssistanceHardware InstallationSoftware ConfigurationTroubleshootingTechnical Support Management