Manjit Singh Email & Phone Number

Bengaluru Area, India

• Providing IT Infrastructure, Service Delivery & EUC support (APAC, NA, SA and EMEA) to corporate and site office systems operations, security, applications, data centre, servers, networking, storage, cisco devices, desktops, laptops, video conference, printers, mobiles etc.• Leading global projects to different verticals and leading worldwide help desk (network, office 365, iPhone, software), maintaining efficient and responsible performance with technical training.• Handling procurement of IT devices and responsible for corporate and site office assets.• Responsible for 24*7*365 days IT Infrastructure support to customers by giving solution to them over the phone, emails, chat and physical assistant.• Responsible for IT Infrastructure Operations Metrics, SLA management, Vendor management and customer satisfaction.• Partner with site manages / business leads in weekly and day to day meetings and providing IT and project related support as per the requirement by gathering accurate inputs from them.• Accountable for daily, weekly and monthly metrics reports to leaders to brief them about the current performance.• Handling maximum up time to business applications and hardware by doing real time monitoring on Slack & cloud watch. Responsible for critical alerts and proactively approaching to relevant teams for solving the problems.• Accountable for proper resource utilization, resource planning, IT budgeting and forecasting.• Partner with Global Teams to share the information of new ideas/improvements/services/applications to be discussed with the business leads or site in charge to increase the productivity.• Conducting goal settings, Trainings, PDP, Time sheets, Financial, Head Counts, Performance appraisal.• Established an effective and workable framework for managing and improving customer IT support activities.

Hyderabad Area, India

• Managed IT infrastructure including Network LAN, WAN, Data Centres, Disaster Recovery facilities, IT applications, various third-party applications Internal reporting and, Global IT Service Desk and End User Support.• Managed all IT vendor relationships, negotiated related contracts and created annual IT business plan and budget + reflective of corporate and business unit initiatives.• Completed a current state assessment; authored the firm’s IT strategy and project roadmap in plants operations.• Demonstrated excellence in:o Direct report to Leadership Team in US, Morgantown.o Handled multiple projects as per the business need and providing IT support to accomplish the same.o Managed a team of 68 Engineers, including 4 regional leads. Handling Maharashtra, Madhya Pradesh, Bangalore, Tamilnadu, and Vishakhapatnam, Vizianagaram, Andhra Pradesh and Hyderabad plants.o Provided IT infrastructure support (EUS) to more than 12000 internal & external customers (10%) across India & Globe. Evaluating Business needs for Desktops, Network equipment’s, MFD Printers, Handheld devices, IT instruments, etc. and cater them accordingly.o Managed Assets lifecycle including Budgeting, Procurements, Commissioning and Asset Disposal.o Served as Escalation Point for India IT Infrastructure (EUS) zones.• Handled GMP & GXP systems and supported USFDA, CFR part 11, MHRA & WHO and Internal audits.• Supported Empower 2 & 3, LIMS, Documentum, Track and Trace, Track wise, Chrome Leon and other Pharma applications.• Provided Computer Systems Validation (CSV) support and maintained the compliance as per SOP requirements• Responsible for India Infrastructure Metrics (90% or above for SLAs, 4.5 or above for CSAT’s).• Responsible for Org chart changes, Trainings, Time sheets, Financial, Head Counts, weekly and monthly reports.

Gurgaon, India

Global IT Service Desk OperationsWorked as a Team Manager and demonstrated excellence in:Monitored 100% of the requests, incidents and problems (European and Indian Customers).Served as Escalation Point for all requests and incidents; developed and implemented phone/ticket escalation processes to ensure free flowing escalation and information within the organisation; identified the root cause of issues and ensured effective communication with internal & external customers (25%).Maximising staff productivity through Team Building and Reward & Recognition programs.Rendered extensive guidance to Help Desk Staff for new projects.Instrumental in providing complete data involving reporting on KPIs & trends to IT Department.Desktop Support OperationsPlayed a key role in establishing Desktop Support as single source of truth and service delivery channel for IT; devised Service and Business Level Agreements to set expectations and measure performance.Provided end user support including hardware, software, patch upgrade, iPhone, blackberry and other equipment’s.Handled various software, security and other desktop deployments.Provided vendor support and managed IT assets across sites.Provided VDI and SCCM rollout support.

New Delhi Area, India

Handled entire office Infrastructure including day to day office needs; IT budgeting, procurement and administration, etc.Handled complete installation, maintenance and troubleshooting of computers (HP, Compaq, Wipro & Assembled Computers).Carried out end to end integration of computers including installation of Operating System and networking of LAN Network & 10/100 mbps Switches on Windows NT & Windows 2000 Platform.Excellent track record of handling end to end installation, configuration & maintenance of:Server, Workstations, Operating Systems, Applications and Hardware in Eastern Zone (21 branch offices across different cities).CDC, ADC, DNS & DHCP Server and Networks.Managed complete troubleshooting of:WAN and LAN connectivity, Client Workstations and Hardware.Successfully carried out negotiations with vendors for purchase of hardware & software; negotiated the best prices with them, established new procedures for cost reduction and generated purchase requests.Ensured network security through installation & maintenance of anti-viruses.Instrumental in planning, providing & maintaining Power backup according for site; obtained backup through Backup NT Backup Utility & Brightstor Software.