Manager Service desk

ABOUT ME

Dynamic customer and solution-focused IT manager with 25 years of valuable experience in information technology.

Skilled in developing and implementing solutions and partnering closely with business leaders, C-level executives and stakeholders.

Excellent communicator who leverages technical, business, and financial acumen to collaborate effectively with users, client executives, and their respective teams.

Excels in developing and motivating teams to successfully meet and exceed company objectives.

SKILLS

Effective team leader and administrator with strong solution-focused and decision-making abilities.

Highly proficient in software development, requirements management, data analysis tools, ITIL, Service Desk, asset management, DevOps, and Enterprise IT infrastructure.

Excellent ability to analyze and identify emerging network and hardware/software technology for solutions.

Organized and able to set and adjust multiple priorities and maintain effective follow-up systems with attention to detail.

Excellent customer service, communication, and troubleshooting skills.

Excellent oral, written, interpersonal, and quantitative proficiencies.

TECHNOLOGY PROFICIENCY

OPERATING SYSTEMS: Windows, Mac, Linux, Unix, IOS

MOBILE: IOS, Mobile Device Management, Mobile Iron, Microsoft Intune

DATABASE: MS SQL, MySQL, DB2, Unify

ENTERPRISE REPORTING: Crystal Reports, HTML reporting, Microsoft BI reporting, Tableau

LANGUAGES/FRAMEWORK: .NET, BOOTSTRAP, C#, Java, ASP.NET, SQL, HTML, XHTML, CSS

PROTOTYPING/WIREFRAME: Microsoft Visio, Balsamiq

DESIGN: Microsoft Expression, Adobe Photoshop, Microsoft Frontpage

PROJECT MANAGEMENT: Microsoft Project, Slack

SERVERS: NT/2000/2003/2008/2012/2018 Server, BizTalk Server, Exchange Server, IIS, Tomcat 6.0, WebSphere 7.0, VMware

TOOLS: Active directory, Cisco VPN, Citrix, Mobile Device Management (MDM), Power shell,

CLOUD: Microsoft Azure

NETWORKING: LAN/WAN, WIFI, DNS, TCP/IP, network equipment, routers, switches, CAT 6E cabling

INCIDENT MANAGEMENT: BMC Remedy, ServiceNow, Zendesk

HARDWARE: Laptops, Desktop, iPhone, IPAD, Network and local printers, print servers, projectors, scanners, RFID/barcode

STORAGE: OneDrive, Box, Google Drive, SAN, NAS

MICROSOFT OFFICE 365 SUITE: Outlook, OneDrive, Word, Excel, PowerPoint, OneNote, SharePoint, Teams, Access, Power Apps, Sway, Whiteboard, Yammer, Forms, Project

MEETINGS: Teams, Skype, WebEx, Zoom, Cisco Conferencing, A/V Equipment

CERTIFICATIONS

Azure Administration Essentials 2020

Records Management Training 2020

Fundamental of IT Support 2019

DevOps Foundations 2020

Title 26 Awareness Training 2020

Office 365 Collaboration 2019

Enterprise Architecture Foundations 2020

ITIL v4 Training 2020

One Drive for Business 2019

WIndows10 Administration 2020

ITIL v3 2019

Think Security 2019

Data Stewardship Training 2020

ServiceNow 2019

2020 Active Shooter Training 2020

WORK EXPERIENCE

Senior Information Technology Manager – United States Census 2020

November 2019 – January 2021, Clearance: Public Trust

ITSM/ITIL compliant Federal Service Desk to support the United States Census 2020 program serving 10 national customer support centers and IT operations staff comprised of approximately 10,000 plus users.

Lead a diverse, cross-functional 40-person team of IT infrastructure engineers, business analysts, developers, field operations, IT help desk support, and incident managers across 11 sites in the United States.

Achieved a 97.7% Service Desk Customer Satisfaction Rating (CSAT) by providing the highest quality of customer service to the users.

Created Standard Operating Procedures (SOPs), Service Level Agreements (SLA), and ServiceNow customizations,

and trained all the project teams on Service Desk operations and processes and the ServiceNow application.

Developed the ‘Guiding Principles’ document that describes best practices of service desk management.

Managed the lifecycle of tickets from incident creation to closure across tier 1, 2, and 3.

Generated Key Performance Indicator (KPI) reports and performance metrics using Microsoft BI and Tableau for internal and external stakeholders. Some metrics included were case/ticket volume, time to resolution, issue categorization, SLA breach (aging tickets), CSAT, and Net Promoter Score (NPS).

Conducted daily scrum calls and weekly functional integration meetings.

Monitored P1 and P2 outages and escalated based on severity, to promptly restore service(s).

Supervised the tracking and maintenance of thousands of IT assets (e.g., desktops, laptops, and mobile devices) in the Configuration Management Database (CMDB).

Established and administered shift schedules for a 24X7 operation.

Worked with the Talent Acquisition team to recruit, interview, and onboard new team members.

IT Manager – The World Bank Group

August 2016 – November 2019

Managed and coordinate a geographically and culturally diverse cross-functional team of engineers, analysts and developers for application development, migration, upgrades, and updates for 6000 plus users.

Managed IT staff including hiring, training, conflict resolution, performance coaching, and talent management.

Managed software development applications, handle bug/fixes, modernization programs, and schedule enhancement activities.

Recommend and implement strategies for asset management to increase organizational productivity.

Recommended a company-wide change of the computer vendor from Lenovo to Dell which was implemented in July 2019.

Implemented the migration from Windows 7 to Windows 10 and Office 365 for 20,000 users.

Ensure compliance with The World Bank Group’s IT and asset management lifecycle policies, along with the incident management process and procedures.

Work with stakeholders, clients, and infrastructure teams to manage standards, guidelines, timelines, and quality assurance with respect to IT deliverables.

Managed end-to-end IT management including, time-critical client service and technical troubleshooting within The World Bank Group’s IT environment.

Oversee the change schedule and projected service outage and inform clients accordingly.

Ensure the current and future service level requirements of customers are identified, understood, and documented in Service Level Agreement (SLA) and Service Level Requirements (SLR) documents.

Oversee problem tickets. Escalate and communicate in a timely manner to the various vendors, the status of major incidents and issues with IT and business stakeholders, including executive management.

Review incident data to analyze assigned problems for correct prioritization and classification using Tableau and BI reporting for accurate reports.

Ensure all asset data for mobile devices, desktops, monitors, and laptops is assigned, entered, and tracked in BMC Remedy and ServiceNow.

Monitor the efficiency of incident management and make recommendations for improvement.

Member of various functional groups to keep up to date on industry developments and best practices.

IT Manager – DamosNorth

March 2016 – August 2016

Supervised a team of 10 helpdesk technicians.

Maintained consistent communication and managed client expectations by meeting project deadlines.

Provided technical support, user training, software/PC/LAN troubleshooting, and software installation.

Diagnosed and resolved a wide range of software, hardware, and network issues.

Prioritized and escalated issues as required.

Monitored, tracked, and logged the lifecycle of help desk support.

Installed and configured software to ensure optimal performance.

Planned and lead training sessions for current and new users.

Led asset management tasks including cataloging, reconciling, and auditing all computer-related assets (hardware and software).

Liaised between clients and external vendors to facilitate warranty claims and repairs.

Consultant – Zendesk and Regent Solutions

September 2015 – March 2016

Travelled throughout India and met with C-level executives and VPs of mid-market, enterprise-level companies, and banks to present the Zendesk platform, including presentations, online web demos, and sales strategies. Built customer relationships to foster and grow future partnerships.

Configured and migrated 24 legacy portals to the Zendesk platform for the Environmental Protection Agency (EPA). This consisted of migrating over 200,000 tickets and 25,000 knowledge base articles. Each portal was treated as its own instance that had to be configured per the existing requirements and workflow.

Managed the stages of the Zendesk platform setup process, planning, implementation, testing, process mapping, support, and continuous enhancements on user experience. Created business rules to achieve the desired workflow, designed automations to increase productivity for agents, and customized the application using its built-in functions and marketplace integrations.

Software Architect and Product Owner, Nuggetts Asset Management – DataPoint

July 2002 – June 2015

Created, designed, and developed ‘Nuggetts’, an asset management and tracking solution. An extremely complex application on cloud and client server environments, with real time hardware integration. Integrated technologies which include barcodes, RFIDs, barcode printers, and wireless handheld scanners. Nuggetts was developed using .NET and Java platforms with SQL server and MySQL databases. Crystal Reports were utilized for reporting purposes.

Lead a team of 8 designers, developers, and analysts for implementation, maintenance, and support of Nuggetts, an asset management software.

Established business processes and best practices for asset tagging and physical verification to monitor and maintain all assets, deliveries, and installations to eliminate loss and wastage.

Implemented the schedule and delivery of service for small, medium, and enterprise-level businesses.

Ensured all engineers were properly trained and appropriately equipped to perform asset tagging and physical verification tasks.

Performed monthly, quarterly, and annual asset physical verification and report generation.

Technology Director – DataPoint

July 1996 – June 2011

Managed all technology development and the day-to-day IT requirements of the company (e.g., user management, trouble shooting, and help desk support).

Developed project plans, specifications, application prototypes, and wireframes. Supervised project change requests and impact analysis.

Managed the procurement and installation of IT hardware and software and the maintenance and repair of products and services.

Managed cyclical audits of systems and software and budgets and expenditures of all IT assets.

Managed internal and external network infrastructures (e.g., servers, switches, and routers).

Established business processes and best practices for asset tagging and physical verification to monitor and maintain all assets, deliveries, and installations to eliminate loss and wastage.

Implemented the schedule and delivery of service for small, medium, and enterprise-level businesses.

Ensured the professional services team was trained properly and appropriately equipped to perform asset tagging and physical verification.

Performed monthly, quarterly, and annual asset physical verification.

Managed the FileNet and ImageNow implementations which were enterprise content and workflow management systems.

EDUCATION

Sydenham College – B.A., Commerce and Economics 1996, Mumbai, India

Institute of Chartered Accountants – Inter C.A. 1996

Mumbai, India

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