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It Manager Call Centre

Greater Noida, Uttar Pradesh, India
December 24, 2021

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Pradeep K Tiwary



16+ years as hands on Information Technology Professional specializing including:

Technical engineering, System administration, Technical support, up gradation and Team management.

Software Implementation & Maintenance - ERP, Microsoft Product, Customize Software and LMS.

People Management: hiring, training, mentoring, motivating, team building.

Setup IT Infrastructure and Managing the IT Department (Including Multi Location operation).

ICT Management (Data Communication, Voice & Security &

Setup and monitor the Online Classes (Microsoft Team & Google Classroom)).

I have a rare ability to merge technical requirements with business objectives.

Achievements include:

IT Infrastructure (designing, upgrading, budgeting, Monitoring, Help Desk, Policy and Procedure, documentation, Disaster Recovery, Virtualization, Branch office connectivity and Execution)

Implemented and Managed the data centre (including the Procure the hardware & software).

Implemented & operationalize Oracle clinical, CRM, ERP (Enterprise Resource Planning)and develop customize software (including training and configuration). And Coordination with vendor for day to day related running issue (ERP, CRM and other software).

Implementation of IT documentation and asset management systems (Including software & Hardware license (AMC& other renewal products) .

Implementation of archiving, backup and recovery systems including training 500 staff members on effective and user-friendly methods of data, document and photo archiving.

Implementation of Network (LAN, WAN, Campus WiFi), Network & PC Printer, Smart board, Drop Box, Robotic lab & Digital content (Exramarks, Educom, Customize develop).

Planned, implemented and maintained Microsoft Server, Norton Corporate Antivirus Server, Symantec End Point Protection, Quick heal Server.

Developed network infrastructure various technology initiatives including CAT6, Wi-Fi (Aruba, SOPHOS), DSL, CCTV, IVR System, Switches & Router, Firewall, Centralized UPS, patch panels, Lease Line, ISDN line, VPN and EPBX System, Thin Client, N Computing, Wireless and RF Connectivity.

Successfully website (Static Page) develops, hosted and maintain with 200 mail id.

Successfully set the IT infrastructure in Multi remote location with low cost budget computer lab with modern technology including Audio & Video, Digital content setup.

Coordination & Training with other department (Teaching and non-teaching staff).

Develop & Maintain the Complain register software (Call register management) and resolve the IT related ticket.


E-Commerce: E-Commerce Professional through Assets International, Delhi.


Planning, Implementing, and Maintaining a Microsoft Windows Server& Desktop.

Planning, Implementing, and Maintaining the IT infrastructure with low cost including installation of hardware and software (System, development & training).

Installation and maintaining computer Hardware, Software, Network, Internet, Intranet.

Resolve the ERP related to day to day issue (Customize and operational issue). And provide the ERP Module training with ERP Vendor.

Smooth handling the small in bound call centre.

Provide IT Support, Training (New & Existing employee), troubleshooting of ICT Operations of day to day issue and execution.

Installing, Configuring, and Administering Software and Hardware.

Updating Network Infrastructure with modern technology.

Customize software development, training and implementation.

Managing the Firewall, Routers, Modem, LAN, VPN, WAN, CCTV Camera & DVR, BUS DVR, Wi-Fi Campus.

Self-Motivated, Result oriented and Team management.

Multi location IT operation & Routine check-up of IT Inventory (including software license).

Provide the technical support with latest technology to Management & User.

Capable to handle & setup the IT department independently.

Expert in Quickly Technology adoption & implementation.

Develop & implementation of IT Policy as per requirement.

Procure the IT Goods (Hardware, Software and Network products) & Vendor management & Liaising.

Network installation computer repair & upgrade, software installation & troubleshooting.

Email & Website maintenance, responsible for day to day updating. Including the educational email hosting and domain maintenance.

Maintain the Inventory of ICT System including labelling, update the assets .

Work with technology direction using latest technology.

Handling the wi fi and internet in hostel approx 3000 students.

Technical Proficiencies:


Windows 2000, 2003,2008 Server and Professional, Windows XP (Pro and Home), Win 7,8 & 10, Linux Box (Ubuntu, Centos).


HP, IBM, Dell, and Intel Based Server and Desktop Platforms, Cisco Dlink Switches, Sonic Wall Hardware VPNs, HP Laser Jets, Toshiba E-310 Color Copier, Toshiba and Sony Laptops, VOIP Phone System Administrator, IVR, PRI, Modam DSL, Firewall, Shopos, Aruba.


MS Office 2007, 2010, 2013, 2019 Window 7 & 8,10, Linux Box, Symantec: PC Anywhere, Ghost, Antivirus, Utilities, Win fax; McAfee Virus Scan, Adobe: Acrobat, Illustrator, Photoshop, Partition Magic, Adware, Spyware, Malware, Virus-Removal.


TCP/IP, DNS, DHCP. Network Design, Network Protocols, Wired/ Wireless, VPN, Lease Line, ISDN, Network Setup & Etc.


Galgotias University & College, IT Manager From July 2017 to Continue,

Managing the university, publication & Collage- ICT System ( Datacenter, Voice, Wifi, cctv, troubleshooting).

Team management 40 People.

Approx. 3000 Desktop and 100 Laptops.

Maintaining Lease line (1.5 GBPS) Wi Fi/internet approx. 3000 hosteller Students and 500 staff.

Handling the online classes – Microsoft team and Google classroom.

ManavRachna Educational Institutions, Sr. Manager IT & ERP, From Oct 2015 to june,

More the 7 School in delhi ncr, 3 school of kunskpsskolan(2 Gurgaon & 1 Lucknow).

Maintaining the School and university ICT System.

Vienova Education Pvt.Ltd, Sr. Manager IT, From Feb 2012 to Aug 2015 (

Achievements Included:

More the 18 Schools in Delhi & NCR. Approx. 450 Computer. All school connected from the Head office.

After August I am working with Project Basis.

ICRI, Delhi & Cremaindia Ltd, System Manager, IT (Information Technology) (Aug 2006 -- Feb 2012) (

Achievements included:

Four Branches in india (Delhi, Mumbai, Banglore, and Hydrabad) and Data Center in Mumbai.

Birla VidayMandir(Thorugh NIIT)(K-12 Segment) Project Manager 06/2004 -05/2006


Diploma in Managerial Skills, 2009.

Master of Computer Science, MDU, 2004.

Master in Computer Application, MDU, 2012.

Diploma in Computer Hardware and Network Engineering and E-commerce, 2000.

CustomizeSoftware Packages/Project successful design, development and implemented

Project Description: Student information system(With Library Management software)- Cremaindia ltd and ICRI ltd.

Budget:In house

Length: 2 Month

Project Team Size and Makeup: Two people

Tools, Technologies & Methodologies: Visual Basic, RDBMS, Access, Oralce, MS Office

Challenges: When I making there are lost of employee given the negative feed back but after making they are appreciated. Employers like to see how you handled obstacles that always occur in a project lifecycle.

Details: A complete solution of research student from enquiry to Final placement. All the data automated for each department.

Track the enquiry details.

After enquiry he has taken the admission or not.

Fee details.

Marks semester wise.

Placement details.

Results: After implementation the software each and every department can take the report accordingly. Manpower saving for the company and result within the seconds. Management retrieve the report on email daily. Company manpower reduce up to 60% and accuracy going on 99% and work culture increase upto 90 %.

Project : 2

Project Description: Automation of Charted accountant firm(CA Firm)

Budget:In house

Length: 2 Month

Project Team Size and Makeup: Two people

Tools, Technologies & Methodologies: Visual Basic, RDBMS, Access, Oralce, MS Office

Details: A complete solution of Charted accountant firm. Client details and different type of tax calculation and due information reflected.

Track the all client details.

Share the client dues and pending tax information.

Giving the all report according to requirement.

Email facility.

Results:After implementation the software firm is automated and giving the information about tax dues and pending accordingly. Manpower saving for the company and result within the seconds. Management retrieves the report on email daily. Company manpower reduces up to 70% and accuracy going on 99% and work culture increase up to 90 %.

Apart from this I have made the many customize software few are :

Complaint Register Software (VEP Ltd & VMC ).Stock Handling and Billing System(SHBS), Client(MirikhealthfoodsPvt. Ltd).MIS System for Marketing .(Cremaindia ltd), Computerize Examination System (CBES) (Cremaindia ltd),Faculty Reporting System.(Cremaindia Ltd),HR/Pay Roll System.(ICRI, Cremaindia, CA Firm), Lead Management System (LMS).(Cremaindia Ltd), Inventory Management System.

Using Visual basic 6.0, RDBMS, Oracle, MS Access, HTML and MS Office


Nationality: Indian

Marital Status: Married

Address: House No- 523, Sector- 3, Vasundhra, Ghaziabad, UP- 201012.

Date: PradeepTiwary

Contact this candidate