Seasoned IT Professional with 16 years of experience in meeting and exceeding corporate objectives, manifested by fast-track promotions and highly visible responsibilities year-on-year.1. Managing a team of IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.2. Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity, ensure that IT is aligned with business needs.3. Managing technology vendors and service providers to ensure that the organization's technology needs are met.4. Managing the IT budget and ensuring that expenses are in line with the organization's financial goals.5. Entails providing print management solutions, as well as ensuring proper maintenance of printing facilities.6. Collaborating with other departments to understand their requirements, planning, and implementing IT projects, such as system upgrades, network enhancements.7. Tracking and managing IT assets, Infrastructure assets and ensuring proper maintenance, upgrades, and compliance with regulatory requirements.8. Ensuring that incidents are properly documented, root cause analysis is performed, and preventive measures are implemented to prevent future incidents. Managing changes to IT systems and infrastructure following best practices and change management guidelines.9. Maintaining accurate records, reports related to IT operations, performance, and incidents to provide insights and recommendations for improvements.10. Identify IT skill gaps within the team and organize training programs or workshops to enhance technical knowledge.11. Provide Induction & training to internal users on the IT processes & policies.

I worked on Symantec Account through Mphasis, I was part of EUC (End User computing) Team to provide Onsite & On-Desk IT support to Symantec workforce. On this role, following were my responsibilities:1. Worked on tickets created by Symantec customers or by Service Desk Team for any IT assistance. Visiting on site (Customers Desk, IT Lab, and Server Room) to carry out the required troubleshooting / tasks.2. Ensuring physical stock check weekly and matched with the global stock sheet maintained by HP, quarterly determining the asset deployment and accordingly put request on Symantec procurement site for projected next quarter requirement.3. Troubleshoots IT issues of Symantec Employees sitting at remote sites.4. Coordinating with various vendors like Wipro, Cisco and IBM to minimize the down time of IBM servers, Printers and CCM (Cisco Call Manager) server.5. Provided support on projects in Data Center e.g. server mounting, OS installation and Maintenance.6. Maintain and ensures Printer servers are up and working.7. Provide Smart hand support for Network team and Win Ops Team whenever required on all service requests with severity 1/2/3.8. Handling tickets queue, ensures tickets assigned to engineers on time and tasks completed within the SLA. Weekly take out report from remedy (ticketing tool) of all SLA breached and escalated cases and discussed with team mates and Manager.

• Manage & Provide Walk-in, Desk-side, & Remote Support to Symantec employees globally• Team Handling - Provide mentorship to junior technicians, ensure processes & procedures are followed. Monitor progress towards goals. Evaluate team-member technical skills & provides correction plans as needed• Vendor Coordination – Coordinate with vendors for Hardware replacements, IT accessories & laptop purchases• Single Point of contact – For all IT / Non-IT Teams any issues or queries• SLA Management – Monitor, assign and ensure tickets (Incidents / Requests / Tasks) met the SLA and closes on time• Training – Individual or group training to users on existing & new technologies introduced, provide inductions to new hires & interns on IT processes• Test, Implementation & administration of OS patches and upgrades approved by Engineering team, Provides feedback and update changes if any• Provide Smart hand support on Network Printer server, windows server, AV / VC conferencing devices, CISCO IP Phones• Process Updates / Enhancements – Update support manuals, guidelines and update articles to Knowledgebase. Performed quality evaluations of services and design programs for continuous Customer service Improvement• IT Asset and Inventory Management – Depot Asset Ordering, Inventory forecasting, End of Life and Green IT Disposal• VIP Support including white glove support

I acted as a DMS Regional Coordinator for North East India. My roles being as DMS coordinator were as follows:1. Implementing, Support and Provide Training on DMS Applications in Maruti Dealers & Distributors, 55 roll outs done.2. Ensure smooth functionality of Application and processes are followed in dealers. Singly handled 22 Dealers, 15 Workshops, 16 E-outlets, 13 Distributors3. Ensuring minimize the down time of Network Links coordinating with vendors.4. Visits Dealers and Distributors twice in a Year to Audits IT infrastructure as per the standard set by Maruti, Resolve queries, Discuss with General Manager and CEO’s about the process improvement, IT infrastructure Issues and EDP Department Manpower issues.5. Conduct training in Maruti Regional Office on DMS applications to all Level of employee of Dealerships and Maruti RO Employees.6. Prepared Dealer Site Infrastructure Report, DVR Report, Monthly Visit Plan Report, East Region Team Performance Report, Service Desk Call Analysis report to Team Lead and Manager.7. Monthly collate Client requirements and route it to concern team for implementation.8. For Complex technical issues, escalate to the concern department with maintaining effective customer relationships.

I worked in Wipro DMS Project though Access InfoTech and sits at NE region Maruti RO.My responsibilities were:1. Handled the EDP Managers and In-Charge of all Maruti Dealers of the Region.2. Implemented, provide support and gave training on Maruti DMS Application to Maruti Regional Office Employees and Dealer employees.3. Setup Network infrastructure of dealers.4. Remote Support to dealers.5. Troubleshooting Microsoft Exchange and outlook issues of dealers and Maruti employees.6. Provide support on sales module of DMS Application

I joined DMS project and my responsibilities were:1. Handled the EDP Managers and In-Charge of all Maruti Dealers of the Region2. Implement and Provide support on CRM (Customer Relationship Management) Application developed by ACS InfoTech in dealers using ASP.NET and SQL server 20053. Implemented, provide support and gave training on Maruti DMS Application and CRM Application to Maruti Dealers.4. Provide support and resolve queries on sales module of DMS Application.