IT Operation Management & Services
Resume:
AKSHAY DARJI
IT Operation
Management & Service
Contact
Address
Ahmedabad, GJ, 380001
Phone
**********@*****.***
https://www.linkedin.com/in/ak
shay-darji-7457ab33
Skills
IT Operation Management
IT Asset Management
Training and Development
Quality Assurance
Manage Security Controls of
Client
Security Vulnerability
Assessment
End-user Support
Change Managements
Escalation Management
Information Technology with over 8.3+ years of successful experience in COMPUTER Hardware, Team Management & Operation Services. Having a knowledge and taken the training of ITIL-V3 Foundation Course. Basic Knowledge and understanding of Networking. Additionally, having an experience in to handle the Information Security of a company on first level. Recognized consistently for performance excellence and contributions to success in IT industry. Experience in Ticket base issue resolving along with engineer management procedures positively impacting overall morale and productivity. Results-driven IT professional with notable success in planning, analysis, and implementation of security initiatives. Career History
June 2019 -
June 2020
ASM Enterprise Solution Pvt. Ltd.
IT Technical Shift Manager
(Client: Reliance JIO India Service Pvt. Ltd, Ahmedabad)
Performed root cause analysis to determine quality issues and develop long-term solutions.
Collaborated with internal teams to streamline operations across materials handling, production and shipping.
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Daily conference meeting with client for sharing the previous day’s updates like Tickets, escalation, achievements or any pending task where client’s attention require.
Engineered, maintained and repaired security systems and programmable logic controls.
Monitored computer virus reports to determine when to update virus protection systems on daily basis.
Conducted security audits frequently to identify vulnerabilities.
Performed risk analyses to identify appropriate security countermeasures.
Reviewed violations of computer security procedures and developed mitigation plans.
Ownership of preparing MBR, QBR and Cadence reports with 100% accuracy and demonstrate with clients.
Desktop, Laptops, Thin Clients, IP Phones, Headset or other assets which required to run the operation without any disruption needs to be taken care by me along with field engineers.
Escalation managements like providing quick solution or turn around to client within the agreed SAL with top quality.
Provide first level client’s application support & troubleshooting to identify the issue.
Active Director
Team Management
Windows Server 2003, 2008
InfoSec Management first level
Achievements
SLA (Service Level Agreement)
achieved 100 % at last
company.
Driven Windows OS migration
project from Win 7 to Win 10
along with all the client related
applications and security
setting in 9 month of total 1500
Laptops and Desktops (Project
Duration – 12 Months - @
Bangalore, Karnataka).
Awarded by WIPRO InfoTech
of IRMS (Information Request
Management System)
certificate. (An Information
Security Risk and &
Compliance E- Learning
Program.
Language Proficiency
Gujarati
Hindi
English
Jan 2017 –
June 2019
Tech Mahindra
Sr. TIM Engineer
(Client: Reliance JIO India Service Pvt. Ltd., Ahmedabad)
Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
Trained and mentored new employees to maximize team performance.
Tracked receipts, employee hours and inventory movements.
Adhered to company standards and compliance requirements for operations and cleanliness of all areas.
Kept employees operating productively and working on task to meet business and customer needs.
Worked closely with team members to schedule breaks and shifts to meet state regulations.
Recruited and interviewed candidates for management to evaluate readiness and fit for position.
Supervised employees and oversaw quality compliance with company standards for food and services.
Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
July 2016 –
Jan 2017
3i InfoTech
Team Leader
(Client: Vodafone India Service Pvt. Ltd.)
Assigned daily employee tasks and monitored activity and completion.
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Tracked receipts, employee hours and inventory movements.
Developed monthly and daily production output plans to deliver on customer service and financial metrics.
Mentored junior team members on protocols and procedures of each station to maximize contributions.
June 2013 –
July 2016
Dimension Data
Shift Lead
(Client: Vodafone India Service Pvt. Ltd.)
Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Managed schedules, accepted time off requests and found coverage for short shifts.
Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
Trained and mentored new employees to maximize team performance.
Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
Kept employees operating productively and working on task to meet business and customer needs.
Distributed individual assignments to team members and monitored progress against production timetables.
Responded to and resolved customer questions and concerns within the agreed SLA.
Worked with team members to improve performance and implement training updates.
Having good troubleshooting knowledge of the SAP Retail Software, Oracle, CRM, CCC, and Nice Application, E-Gain 7 & 10, Citrix, Internet Explorers, MS-Office and other application which is using in the organization.
Hands on experience on ticketing tools like BMS Remedy and HPSM.
Need to handle client’s application and hardware related issue and provide solution within the SLA as agreed.
Need to maintain C-SAT (Feedback) report once closing any ticket or issue with proper comments.
July 2012 –
May 2013
WIPRO InfoTech
Desktop Support Engineer
(Client: Vodafone India Service Pvt. Ltd.)
Developed and tested new product offerings prior to release to assist development team in bug identification.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Helped streamline repair processes and update procedures for support action consistency.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Mar 2012 –
July 2012
ITM Solution Pvt. Ltd.
ITM Solution PVT. LTD., Ahmedabad, Gujarat
(Client: Vodafone India Service Pvt. Ltd.)
Troubleshot potential problems and eliminated before issues escalated or cascaded.
Computer Hardware and Software support at client location.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Checked and monitored system performance to maintain system integrity and documented and reported alerts.
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Acquired and maintained knowledge of product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
Oct 2011 –
Mar 2012
Vakrangee Software Pvt. Ltd.
Supervisor
(Client : Government Project of Aadhaar Card)
Installed, configured, tested and maintained operating systems, application software and system management tools.
First Level Troubleshooting of UIDA application if any issue occurred and raise a ticket with central team.
Responsible for taking data backup of customer enrolments from application on day by day and share the same to central team for further validation.
Worked for UIDAI project for Ahmadabad Zone as Hardware and Software Supervisor.
Education
May 2008 –
April 2011
Bachelor of Computer Applications
Gujarat Institute – Ahmedabad
Percentage : 58 %
April 2007-
March 2008
HSC : Commerce
The H.B.K. New High School - Ahmedabad
Percentage : 61 %
April 2005-
March 2006
SSC : Commerce
The H.B.K. New High School - Ahmedabad
Percentage : 80 %
August 2013- Information Technology Infrastructure Library
(ITIL V3 Foundation Course) Training
.
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