Rahul Nalam Email & Phone Number

Camberley, England, United Kingdom

Led IT support for 250+ users as the sole Sandoz IT representative in the UK, resolving complex technical issues and coordinating with service desk team in Prague, boosting operational efficiency and user satisfactionDirected IT infrastructure setup for critical global meetings, including town halls and P&L sessions, ensuring flawless execution and uninterrupted business continuityManaged IT onboarding and offboarding for employees, handling laptop (Windows/Mac), iPhone, and… Show more Led IT support for 250+ users as the sole Sandoz IT representative in the UK, resolving complex technical issues and coordinating with service desk team in Prague, boosting operational efficiency and user satisfactionDirected IT infrastructure setup for critical global meetings, including town halls and P&L sessions, ensuring flawless execution and uninterrupted business continuityManaged IT onboarding and offboarding for employees, handling laptop (Windows/Mac), iPhone, and iPad setups, improving data security and streamlining employee experienceEnhanced IT knowledge base by developing and updating articles, reducing support requests through self-service tools, utilizing ServiceNow, Intune, Office 365 Admin, SCCM, and AAD AzureDrove IT migration from Novartis to Sandoz, managing change processes for smooth transitions with minimal disruption, while maintaining accurate documentation and proactive preventive maintenance Show less

London, England, United Kingdom

Provided end-to-end IT support to over 300 users across multiple Accenture UK locations, addressing complex technical issues related to Windows, MacOS, Active Directory, and network systems, achieving a 23% reduction in downtime through effective troubleshooting and use of Intune and SCCMLed the setup and maintenance of IT infrastructure for high-profile client meetings, including configuring AV equipment, network devices, and Office 365 services, ensuring seamless operations that… Show more Provided end-to-end IT support to over 300 users across multiple Accenture UK locations, addressing complex technical issues related to Windows, MacOS, Active Directory, and network systems, achieving a 23% reduction in downtime through effective troubleshooting and use of Intune and SCCMLed the setup and maintenance of IT infrastructure for high-profile client meetings, including configuring AV equipment, network devices, and Office 365 services, ensuring seamless operations that elevated client satisfaction and business continuityExecuted IT onboarding and offboarding procedures for new and departing employees, utilizing tools such as Azure AD, Intune, and ServiceNow to ensure secure device configuration (laptops, iPhones, iPads) and access control, significantly enhancing data security and compliance with ITIL standardsCollaborated with the Accenture IT team to optimize ticket resolution workflows, leveraging ServiceNow and SCCM to reduce average response time by 19%, while actively contributing to the creation and updating of IT knowledge base articles, improving first-level resolution ratesSupported IT environment transitions by assisting in critical migration projects, including cloud integration via Azure and software updates, ensuring business continuity with minimal disruption, and aligning with Accenture’s technology transformation goals Show less

Hyderabad, Telangana, India

Provided global IT support to Amazon Corporate employees, efficiently resolving on an average of 40 tickets daily through web chat, emails, phone calls, and the ServiceNow ticketing system, ensuring a high standard of customer service and technical accuracyDiagnosed and resolved end-user computing issues including password resets, system slowness, and software malfunctions, leveraging tools like Active Directory and Office 365 Admin, resulting in swift problem resolution and… Show more Provided global IT support to Amazon Corporate employees, efficiently resolving on an average of 40 tickets daily through web chat, emails, phone calls, and the ServiceNow ticketing system, ensuring a high standard of customer service and technical accuracyDiagnosed and resolved end-user computing issues including password resets, system slowness, and software malfunctions, leveraging tools like Active Directory and Office 365 Admin, resulting in swift problem resolution and enhanced user productivityMaintained detailed and accurate call logs, ensuring clear communication and understanding of proposed solutions, while strictly adhering to Standard Operating Procedures (SOPs) and utilizing knowledge management systems for precise, policy-compliant solutionsCollaborated in triaging and escalating network and system outages, minimizing downtime by providing prompt remote support for teleconferencing systems and AV equipment, and effectively monitoring network links across 250 warehouses in Andhra Pradesh and TelanganaUtilized ServiceNow and Active Directory for monitoring, troubleshooting, and escalating ISP issues, ensuring continuous network connectivity and operational efficiency across a vast warehouse network, contributing to uninterrupted business operations Show less

Pune, Maharashtra, India

Provided network support to B2B customers across India, troubleshooting and resolving up to 40 network-related issues daily using advanced diagnostic tools, ensuring seamless connectivity and adherence to strict SLAsIsolated network faults, coordinated with field engineers for on-site resolutions, and effectively communicated Root Cause Analysis (RCA) and Reason for Outage (RFO) to clients, resulting in enhanced customer satisfaction and improved service… Show more Provided network support to B2B customers across India, troubleshooting and resolving up to 40 network-related issues daily using advanced diagnostic tools, ensuring seamless connectivity and adherence to strict SLAsIsolated network faults, coordinated with field engineers for on-site resolutions, and effectively communicated Root Cause Analysis (RCA) and Reason for Outage (RFO) to clients, resulting in enhanced customer satisfaction and improved service deliveryAdministered and upgraded network tools and equipment, supported hardware installations, and played a crucial role in implementing new and existing projects, contributing to the uninterrupted and secure operation of client networksConducted comprehensive vulnerability assessments across networks, servers, and applications, regularly performing security audits and scans, which led to the identification and remediation of potential threats, strengthening overall network securityLed the regular updating of operational tools and meticulously maintained documentation, including Standard Operating Procedures (SOPs), ensuring consistent service quality and compliance with industry standards Show less

Pune, Maharashtra, India

Provided network support for Tata Communications' premium global customers, resolving complex issues like link down, link flapping, and slowness across MPLS and ILL links, using tools such as BMC Remedy, Putty, and SolarWinds, ensuring high network reliability and client satisfactionEnhanced network performance by actively monitoring and managing critical infrastructure components, including routers, switches, firewalls, VPN, and VOIP systems from Cisco, Juniper, Huawei, and… Show more Provided network support for Tata Communications' premium global customers, resolving complex issues like link down, link flapping, and slowness across MPLS and ILL links, using tools such as BMC Remedy, Putty, and SolarWinds, ensuring high network reliability and client satisfactionEnhanced network performance by actively monitoring and managing critical infrastructure components, including routers, switches, firewalls, VPN, and VOIP systems from Cisco, Juniper, Huawei, and Alcatel, contributing to uninterrupted services and improved SLA complianceCollaborated with internal teams and customers like Softbank, Flipkart, Norton, and Amazon to swiftly resolve technical issues, manage customer escalations, and provide regular incident updates, leading to a boost in customer retention and satisfactionPlayed a key role in network alarm monitoring, handling ServiceNow incident tickets, and assessing long-term network capacity needs, proactively suggesting improvements that optimized network operations and supported business growthManaged at-risk accounts by maintaining active communication and prioritizing resource allocation based on escalation levels, which resulted in increased revenue and enhanced customer trust in Tata Communications' services Show less

Master Of Science - Msc, Data Analytics, Merit

Bachelor Of Technology - Btech, Electrical And Electronics Engineering