Rohan Deshmukh Email and Phone Number

Capita Technology Solutions is one of the largest IT providers in the UK, providing critical digital, cloud and infrastructure services to over 3,500 organizations.• Owner of key client platform and supporting infrastructure (Servers, Applications, Networks)• Monitor and ensure SLA's are exceeded• Ownership of platform Risks• Publication of KPI data to senior management• Interface with all business units to ensure readiness for new deployments and maintains service standards.• Maintain industry expertise on competitive products• Ensure quality of the platform solution by oversee support incidents and continuous improvements• Client engagement supporting their business needs

Accountable for end-to-end delivery for AD, PKI, Citrix & VDI, SharePoint, Webtrends, IIS/eBiz and remote Branch locations services for the customer. Focal point of contact between Customer and Delivery teams, ensuring delivery operations, quality, customer specific deliverables and customer satisfaction targets are consistently met or exceeded in conjunction with agreed cost frames. Providing leadership to DXC Service Delivery organization based out of Bangalore & Europe End-to-end responsibility for quality of delivery for all services Assisting the Account Delivery Executive in providing information for Account Reviews Providing a best practice model that can be used to continuously improve service quality Maintaining operational and technical documentation pertaining to the service represented Proactively managing issues that could impact end-to-end delivery; ensuring root cause analysis is performed; owning and managing corrective action plans as a result of incident, problem and escalation activity

Project Manager for a customer in Banking VerticalResponsibilities:- Working as a Project Manager with the server provisioning team in BFSI.- Responsible for Windows, UNIX server provisioning along with DB and Storage provisioning in Americas region for a reputed global bank.- Work closely with the Technical Architects and Delivery Managers to understand the scope of provisioning project and the delivery of the same on a timely basis.- Work with Delivery Managers to deliver highly critical and urgent projects on time.- Work closely with the Technical leads and Engineers to ensure a defect-free, on-time completion of the provisioning project.- Successfully delivered quite a few critical and regulatory projectsProject Manager for a customer in Healthcare and Life Science Vertical- Providing Support, Operations & Major Incident Management for a global customer operating in Healthcare and Life Science spectrum having presence across regions.- Ensure SLA and other contractual commitments are met as agreed for Incident Management- Ensure Process adherence & Compliance- Lead and Manage large teams across various towers during shifts- Managing Floor Operations and working with various Towers to reduce number of tickets across priorities.- Driving Operational metrics through regular reviews with floor managers- Identify risks in the project and develop mitigation plans and track it.- Co-ordinate with onsite service delivery head and optimize project resources.- Work with the rookies in the project and guide them to be able to perform better.

- Worked in the SharePoint and Office System cluster as a Team Manager - I was responsible for supervising and enhancing the performance of a team of Support Engineers & Technical Leads, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery for the SharePoint Administration technology in the North America region.- Also worked to enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

As a member of the Core team in Platform Support, I was responsible for delivering OS support for Microsoft enterprise customers, primarily based out of EMEA regions. This included phone as well as remote support. I was required to deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Responsibilities: Supporting Enterprise customers on phone and remotely Scoping and documenting customer scenarios, potential causes and troubleshooting steps Effectively communicating with customers and stakeholders via, phone, email or any other available means Assess self-knowledge and collaborate or escalate as needed Pro-actively work towards self-development and sharing knowledge Ensuring compliance with schedules; processes and MS policies and values SME for Printing & Core OS technologies. Contribute to the knowledge base\​blog\​internal content to help resolve issues quicker and effective. Provide trainings to new hire and other team members Achievements: Have been part of the technical interviewing panel for the recruitment. Attended important soft skill trainings like "crucial conversations"​ and "interpersonal awareness" Have received 3 spot awards and a 1 ACE Award for the best team. Have always been in the forefront and actively involved in all team activities which have been well acknowledged and appreciated. Have been a part of teams, organizing various events for the team and for the cluster as well as Microsoft GTSC, such as “Bring Your Child to Work” & other volunteering activities. Cross-skilled in Setup as well as Performance technologies to provide greater flexibility to the team in terms of resourcing and staffing.

- Worked for important clients like Shoppers Stop Ltd and Venture Infotek - Administration of Windows 2003/2000/NT and Exchange 2000/2003 servers at Head Office of Venture Infotek and Services Office of Shopper Stop and its 20 stores across India.- Handling escalations of desktop level calls.- Responsible for management & troubleshooting of Exchange server & Microsoft Windows servers- Responsible for performing 2nd/3rd level Escalated Support- Managed the team, when presented with an opportunity, and had regular interactions with the Venture Infotek & Shopper’s Stop senior management.- Had been a part of the hiring process for technical engineers and helpdesk coordinators for the team.- Successfully coordinated and facilitated IT infrastructure for multiple new store openings across India.