● Team Leadership: Leading a team of IT support professionals, providing technicalguidance, mentoring, and performance feedback to optimize team performance.● Training & Development: Conducted quarterly VDI (Virtual Desktop Infrastructure)support training sessions for global service desk and country support teams, enhancingVDI support experience and reducing resolution times.● VDI Operations Management: Managed day-to-day VDI operations, ensuring timelyissue resolution and adherence to SLAs.● Infrastructure Design & Implementation: Collaborated with cross-functional teams todesign and implement robust IT infrastructure, including network upgrades, servervirtualization, and cloud migration.● Incident Management: Reviewed monthly low-priority incidents (LPI) and implementedsolutions to reduce incident occurrences.● Compliance & Patching: Ensured VDIs were patched with monthly OS and coreapplication updates, maintaining compliance within SLA due dates.● Vulnerability Management: Monitored application and infrastructure vulnerabilities,ensuring remediation before SLA deadlines.● Audit Management: Closed RBI (Reserve Bank of India) audit RFIs (Requests forInformation) before due dates, ensuring compliance.● Penetration Testing: Conducted quarterly penetration testing of the VDI infrastructure,addressing any vulnerabilities identified.● Migration Coordination: Coordinated with business unit SPOCs to migrate all virtualdesktops in the bank to the latest version of Windows 10 before the EOS deadline.● Support Matrix Creation: Created VDI support matrices by coordinating with respectiveplatform teams.● CMDB Management: Monitored and updated CMDB records for VDI infrastructureservers and endpoints, maintaining 100% data hygiene.● Catalogue Management: Monitored and updated VDI catalogue articles quarterly toensure relevance and accuracy.● Knowledge Management: Reviewed and updated VDI knowledge articles monthly toensure up-to-date information.

● Technical Support: Provided comprehensive technical support to end-users,diagnosing and resolving hardware, software, and network issues.● IT Equipment Management: Installed, configured, and maintained desktops, laptops,printers, and other IT equipment to ensure operational efficiency.● Project Participation: Assisted in planning and executing IT projects, including systemupgrades and migrations, to enhance IT infrastructure.● Documentation: Created and updated technical documentation, knowledge basearticles, and user manuals to facilitate user understanding and support.● Training Development: Developed and delivered training programs to improveend-user productivity and awareness of IT policies.● Image Deployment: Created Windows 10 images and managed global deployments toendpoints, ensuring consistency and efficiency.● Update Management: Reviewed monthly Microsoft security and non-security updatesfor Windows 7 and 10, collaborating with application owners for testing signoff andscheduling deployments.● BIOS Testing & Deployment: Tested the latest BIOS updates quarterly, createdapplications, and scheduled global deployments to enhance system performance.● Executive Support: Provided White Glove (Executive) support, ensuring high-levelservice delivery.● Printer Configuration: Configure and troubleshoot high-end networking printers (HP,Canon) to maintain operational continuity.● Team Metrics Reporting: Created monthly team metrics and presented findings tomanagement for performance assessment.● Process Documentation: Documented IT services-related processes to improveoperational clarity and efficiency.● Collaboration Tools Training: Conducted open lab sessions on collaboration toolssuch as Live Meeting, Lync, SharePoint, and Wiki articles, alongside IT ticketing tools(Remedy, HPSD, and ServiceNow