➤ Leads the development and implementation of short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements using contemporary technologies.➤ Directs the creation, execution, and maintenance of policies, procedures, and associated training plans for infrastructure administration and project management.➤ Provides direct supervision and guidance to project teams to ensure successful attainment of project objectives, involving timely completion and compliance with quality standards.➤ Maintains regular communications with project teams on project status, justifications for variances, and technical information, including architecture, design, and implementation objectives.➤ Streamlines infrastructure and desktop deployments by providing effective recommendations and implementing technologies.➤ Effectively oversees a moderate-sized infrastructure supporting the entire company operation while ensuring quality service delivery and customer satisfaction with Cognizant or end-user experience.➤ Successfully designs, executes, updates, and evaluates all infrastructure systems, including LANs, WANs, internet, intranet, security, and wireless.➤ Secures infrastructure-specific products and services through negotiation with vendors, outsourcers, and contractors➤ Manages, mentors, and assigns challenging tasks to IT technicians while participating in performance reviews and corrective action plans.➤ Demonstrates strong attention to detail in preparing scope of work reports and other documentation for infrastructure projects and associated efforts.

➤ Leads the development and implementation of short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements using contemporary technologies.➤ Directs the creation, execution, and maintenance of policies, procedures, and associated training plans for infrastructure administration and project management.➤ Provides direct supervision and guidance to project teams to ensure successful attainment of project objectives, involving timely completion and compliance with quality standards.➤ Maintains regular communications with project teams on project status, justifications for variances, and technical information, including architecture, design, and implementation objectives.➤ Streamlines infrastructure and desktop deployments by providing effective recommendations and implementing technologies.➤ Effectively oversees a moderate-sized infrastructure supporting the entire company operation while ensuring quality service delivery and customer satisfaction with Cognizant or end-user experience.➤ Successfully designs, executes, updates, and evaluates all infrastructure systems, including LANs, WANs, internet, intranet, security, and wireless.➤ Secures infrastructure-specific products and services through negotiation with vendors, outsourcers, and contractors➤ Manages, mentors, and assigns challenging tasks to IT technicians while participating in performance reviews and corrective action plans.➤ Demonstrates strong attention to detail in preparing scope of work reports and other documentation for infrastructure projects and associated efforts.

➤ Held responsible for coaching new and incumbent employees, creating Runbook for employees, and administering service desk operations and enterprise VoIP telecommunications.➤ Established service-level agreements (SLAs), standard operating procedures (SOPs), and other processes for desktop support staff, while directing the internal asset management and vendor relations.➤ Managed frontline employee support to ensure delivery of the highest quality of service to a broad range of employees➤ Provided coaching, training, and frequent performance communication to monitor the service performance of frontline staff, track service delivery metrics, and lead a metrics-driven, high-performing team that promoted effective work behaviors.➤ Monitored all incidents and requests in ManageEngine Service Desk Plus to drive the investigation, troubleshooting, resolution, and appropriate escalation of a range of technology-related incidents.➤ Initiated training that supported the onboarding/offboarding and continued development of full- and part-time staff.➤ Fostered an inclusive environment that values differences and creates a sense of belonging and appreciation for team members while building a culture of trust and transparency.➤ Received fast-track promotion from contract desktop support analyst, technical associate/team lead in 2017 to service desk manager in 2019.➤ Successfully minimizing repeat problems by supporting the usage, maintenance, and growth of the IT Infrastructure knowledge base.➤ Formulated an information technology strategy in accordance with the business vision, goals, and strategies by cultivating trusted relationships and collaborating with employees, partners, and IT departments.