Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.Execute continuous improvement of… Show more Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.Manage and oversee IT operations with a focus on the staffing industry.Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.Work with Mega-Clients like Sherweb to support their MSPs, Cloud and Managed Services Support team.Utilize tools like Autotask, Zabbix, Syxsense, ITGlue, PRTG, Cumulus, Freshedesk, Azure Cloud, VMware Cloud Director, Fortimanager and similar to support and optimize workflows and processes.Maintain and manage O365 and Azure environments, ensuring security and efficiency.Leading, mentoring & developing a team of Customer Success Managers & Technical Account Managers in APJ region.Achieving customer success through defining team objectives and KPIs to boost adoption, retention, and satisfaction. Show less

IT & PMIS Manager for AECOM Major Projects

IT & PMIS Manager for Mumbai Metro Line 3 project

• Service Delivery of PSG (Personal Systems Group), IPG (Imaging and Printing Group) and ESS (Enterprise Security Services) of Hewlett Packard to reputed client HCL.• Worked as IT Analyst-RE for client AECOM India Private Limited from 2013 onward till 2015 when AECOM identified to need services in their payroll for high level projects associated with High Risk, compliance, security and budgetary roles.• Major Projects worked at AECOM client were Project Seabird Phase 2, YAP-3 (Yamuna… Show more • Service Delivery of PSG (Personal Systems Group), IPG (Imaging and Printing Group) and ESS (Enterprise Security Services) of Hewlett Packard to reputed client HCL.• Worked as IT Analyst-RE for client AECOM India Private Limited from 2013 onward till 2015 when AECOM identified to need services in their payroll for high level projects associated with High Risk, compliance, security and budgetary roles.• Major Projects worked at AECOM client were Project Seabird Phase 2, YAP-3 (Yamuna Action Plan), Dholera Smart City, JNPT (Jawaharlal Nehru Port Trust), Kolkata Metro, Hyderabad Metro, Chennai Metro, Jaipur Metro, Delhi Metro and many others.• Service Desk Management with all tickets auditing generated in Service Desk and tracking them from open to closure with effective ITIL methods.• User Group Addition/ Deletion/ Modification, Customize User rights and au-thentication, auditing, defining access controls on Windows 2008/ 2012 server and active directory.• Mail ID creation in Microsoft Exchange server.• Creation of tenant site in Microsoft SharePoint.• Installation and troubleshooting of Windows 7, Windows 8, VPN, WebVPN.• Administration, troubleshooting, installation and configuration various high-end applications like Autodesk (AutoCAD, Civil 3D), Bentley (STAAD, Pro-jectWise, AssetWise, Rail Track, MX Road), Oracle Primavera, Adobe CS5 etc.• Testing, Preventive Maintenance, Antivirus Management.• Imaging through Symantec Ghost installations, SCCM.• Responsible for the Backup department of all India sites by CA ARCserve software and LTO tapes.• Blackberry services configuration, synchronization and troubleshooting.• Remote Support through tools like BOMGAR and NetSupport Manager.• Managing reports, Hardware & Software inventories.• Resolved issues related to operational components for LAN, WAN and EPABX systems.• Designed systems for the Department of Indian Navy that could be deployed by Navy in remote locations. Show less

• Web based applications support.• Supported Dell Latitude and IBM Platforms.• Symantec antivirus and Endpoint Symantec installation and configuration.• Setting up of mail clients (MS Outlook, Outlook Express etc.)• Installing, Managing and troubleshooting of hardware devices.• Created flowcharts, diagrams and other documentation.• Installation and configuration of Local and Network Printers.• Preventive Maintenance of Assets and Software.• Support of Financial… Show more • Web based applications support.• Supported Dell Latitude and IBM Platforms.• Symantec antivirus and Endpoint Symantec installation and configuration.• Setting up of mail clients (MS Outlook, Outlook Express etc.)• Installing, Managing and troubleshooting of hardware devices.• Created flowcharts, diagrams and other documentation.• Installation and configuration of Local and Network Printers.• Preventive Maintenance of Assets and Software.• Support of Financial Module and Software.• User creation and rights modification in SAP and ERP software in different modules implemented in the company. Show less