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Work Background
Atech CloudHead - India Operation at Atech Cloud
Jan. 2021Ahmedabad, Gujarat, India
Analytix Business SolutionsInformation Technology Service Delivery Head
May. 2016 - Dec. 2020Ahmedabad Area, IndiaI am responsible for building and developing a first class, sustainable Managed Services business, capable of delivering and exceeding customer expectations. I achieved this by having a clear understanding of the challenges and opportunities our customers face, developing relevant technical solutions and driving operational efficiency and service excellence. In this position I lead a team comprising pre-sales design consultants and technicians to design, build and manage customer solutions.
MSP1 Managed IT service Pvt Ltd.Head - NOC Service Delivery
Feb. 2010 - May. 2016Owner of end-to-end CUSTOMER NOC operations of Incident, Change, Configuration, Performance for the CUSTOMER NOC • Managed global teams including up to 28 direct and indirect reports; developed staffing plans, managed workloads, defined deliverables, hired resources, conducted performance reviews, and ensured compliance with established company policies.
• Instrumental in designing & owning Application Processes based on ITIL Standards.
• Monitor, control and Project delivery; ensuring systems, methodologies and procedures are in place and followed.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Meeting Support • Acted as first point of contact for all operational processes, client requests (Incident, Problem, Change and Request Management), escalations, etc.
• Served as Incident Commander and lead the service restoration process during major incidents
• Headed the role in service restoration, communication and root cause identification
• Resolve service issues and escalations together with the Client Manager
• Responsible to Measure and reviews service delivery standards and SLA.
• Achieved 99% compliance of meeting SLA's and KPI's.
• Work with Account Manager to ensure the account meets the service commitments to the customer.
• Responsible for identifying the risk, develop mitigation plan & communicating to Customer.
Team ComputersPre Sales - Microsoft Server Specialist
Aug. 2009 - Feb. 2010mumbai• Managing Major Accounts, New Business Development for IMS
• Generating and closing opportunities for entire range of product and services portfolio of Team Computers Pvt Ltd including It services, Servers, Storage, Backup Solutions, Security Solutions, Server Virtualization, Disaster Recovery Solutions etc.
• Conceptualizing and implementing competent strategies to penetrate new areas and expand existing ones for acquiring new corporate accounts.
• Analyzing customer problems positioning relevant Products and providing first level technical support.
• Taking lead in the solution designing for the client requirement & driving the presales team wherever required.
• Relationship with Principals and vendors to provide benefit through better pricing
• Work myself in the Technical, Pre Sales & other teams for making Proposal in response to RFPs/Tenders and pricing for the entire project
• Building a team and making sure every individual is focused and achieving its Target
• Product Handled
o SAS contract
o FMS contract
o Managed Services
o NOC solution
o DR solution
o Messaging: - MS Exchange, Linux Based Mailing o Google Apps
o IT Automation: - Kaseya
Team ComputersTechnology Consultant
Feb. 2008 - Feb. 2010Server Administrator The role is for a full time, experienced Hyper V, Exchagne and AD Server support analyst. Key responsibilities and duties include:
• Day to day management and support of Hyper V Servers, Exchagne and AD Server • Working as part of a close-knit team of technical specialists in delivery and projects
• Day to day management and support of wintel servers
• Support for Xenapps/ Xen Desktop/Citrix servers
• Day to day management and support of wintel servers
• Extensive use of the ITSM ticketing system to manage workload
• Trend Analysis of the problem / incident tickets.
• Hotfixes, Patching and regular planned maintenance
• Developing and implementing service improvements
• Knowledge in Application virtualization technologies
• Project work requests – New server installation, Publishing the application etc
• Ensuring high levels of communication with the client, Fullerton India colleagues and business partners.
Fullerton India Credit Company Ltd.Technology Support Manager
Jan. 2007 - Aug. 2009Application Support Manager (Applications Support & Training) Jan 08 – August 09
• Strategic project assignment to set up & manage the Technology Problem & Incidence Management process & interface for all users of the organization as per ITIL guidelines
• Work with the software development team to reduce the number of errors in the systems and formulate a roadmap for scaling up the capacity of key application through performance testing
• Formalized and Implemented the Change & Configuration management process across all business applications to ensure compliance with the Audit Parameters
• Monitor and report the application downtime at branches to senior management and drive initiatives to control the same to be within acceptable limits by using application monitoring tools
• Drive hardware optimization & application/ database performance improvement initiatives in teaming up with the Tech Infra team to ensure applications are able to sustain the growing quantum of transactions
• Responsible for monitoring & evaluating trends in performance/ productivity of the Helpdesk agents in the dynamic operating environment and identify training needs to ensure service quality levels are met and compliance requirements are adhered to
• Handle a team of 40+ Engineers who would provide remote support to organization-wide users on key business applications and also handle Security Administration activities for these applications
• Identify best practices and review quality related process and procedures from time to time • Drive Applications training programs which combine elements of technology, operations and risk through effective implementation of online Web Based Training modules on LMS
Adventure Sports LtdOfficer IT
Jan. 2005 - Jan. 2006Office-IT Jan 05 - Jan 06
D2v Isp Pvt ltdNetwork Engineer
Jan. 2003 - Jan. 2005Sr. Network Engineer Jan 03-June 05
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