Abhishek Dev Email & Phone Number

- Experience in installation, configuration of devices and supporting in Windows and MAC OS environment- Worked on numerous corporate apps, such as Bloomberg, Microsoft Office 365, Cisco Webex, AirWatch, Zoom Reuters, and many suppliers who provide software for the investment banking industry.- Broad understanding of networking technologies and basic skills of Cisco switch, router and cabling- A thorough understanding of AV technologies like Barco, Cisco and Polycom to provide high quality meeting support.- Demonstrated abilities in gathering input on issues, generating change requests, and keeping important client relationships informed about future situations while managing stakeholders (both internal IT, business, and vendors).- Substantial vendor management experience in all areas of information technology (Hardware, software, and service providers).- Comprehensive management of software licences and efficient use of them from a business requirement perspective, as well as efficient contract and commercial management from an IT perspective. - A thorough understanding of cross-charging IT costs (hardware and software) to the company and budget forecasting for IT. offered top management a business- and entity-specific IT cost breakdown in order to reduce IT operating expenses. - Met the goal of reducing costs by 100% for software licencing purchases for businesses by allocating resources on a demand basis and effective utilizing the same with in business.- Exposure in diverse IT areas like developing & implementing SOP, IT governance, risk, and compliance and group-level IT audits - Lead efforts to improve multiple business applications and business technology processes through rigorous data collection and analysis.- Implemented asset tagging and tracking system, resulting in 20% cost reduction and 30%-time efficiencies. Designed asset inventory dashboard, delivering real-time visibility into asset location and status.

-Worked in Ciena Global project provides a “one-stop-shop” all end-user physical & virtual desktop related issue (Windows, Mac & Linux R&D systems). Managing team of 5 engineers.-Gather information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers can access their required services or applications.- Investigation and updating of a knowledge base are required to find the correct solution for an issue. Proper follow-up with all customers to ensure a good service experience. Proven ability to communicate effectively and professionally with members at all levels across.-Present a weekly, monthly dashboard showing KPIs, performance & other relevant parameters.- Worked on managing weekly metrics reporting including ticket trends and MTTR trends & C-sat scores.-Maintained a complete project schedule which identified all project tasks, resources, progress against, and performance against baseline.- Oversaw implementations, updates, and coordinate downtimes and led the team to achieve process SLAs / metrics – productivity & quality.-Developed and maintained formal processes for the services, support processes and SLAs inclusive of L2, L3, enhancements and SPOC for all support related escalations as well as downtimes.-Established processes, tools, standards and checklists to effectively manage the service desk delivery and to manage stakeholders.-Acted as a crucial member in conjunction with the Global Delivery Center as well as vendor SPOC/Service Manager and other Heads of Department, in ensuring continuous service delivery as per defined SLAs.-Worked on diverse areas like coordination with the resource management team, provided reports to clients, and ensured adherence to established processes and metric.- Responsible for ensuring customer satisfaction for IT System Services. The role is required to track detailed information about each customer's service need in an incident management system.