It Support Analyst
Resume:
PERSONAL INFORMATION
***************@*****.***
Mobile
Total work
experience
Social Link
https://www.linkedin.com/in/burhan-
kaifi-714110b
KEY SKILLS
IT Service Delivery Management
Team Management
Identity Access Management
Leadership
Vendor Management
ERP Implementation
CCTV System
ITIL Process
IT Infrastructure & Network Security
IT Compliance & Information Security
VoIP & Cloud Telephony Solutions
Incident & Risk Management
Leadership & Team Development
OTHER PERSONAL DETAILS
City New Delhi
Country INDIA
PROFILE SUMMARY
Over 16+ years of experience in IT Infrastructure Management, ERP, Networking, Communication, and System Administration with technical expertise in implementation, operation, and support functions.
Adept at analyzing Information Technology needs, for translating business requirements into a technology solution.
Specialization in deploying and maintaining IT Infrastructure in large enterprises, especially in manufacturing Industries including, compliance, Policies, ERP, LAN/WAN, VPN, ILL, Voice, Server Deployment, Storage, etc. Continuous improvement with effective policies, SOP, training,g and compliance management.
Building exceptional teams dedicated to IT Infrastructure, Security and Audit, and end-user support.
Active member while ERP rollout in various plants, user/roles creation & assignment of L1 support for MM, PP, QM modules, L2 Level for HR Module. Exposure to ERP implementation e.g. Edu-Smart.
2006
2001
EDUCATION
Jul 2023 - Feb
2025
Aug 2021 - Jun
2023
WORK EXPERIENCE
Burhan Kaifi
IT Services & Operations Lead
MS/M.Sc(Science)
Sikkim Manipal University (SMU)
B.Sc
Dr. B. R. Ambedkar University, Agra
IT Services & Operations Lead
Surgical Care Affiliates (SCA)
Managed IT services & Infrastructure for 02 Business Units & Datacentre.
Ensuring 24 X 7 pattern IT support for WFO &WFH users with a team of 05 team members.
Managing ILL, PRI, Cloud Telephony, Firewall, and Information Security.
Managing Video surveillance, monitoring tools, ticketing tools, EPABX, and VOIP.
Asset and vendor management with hardware flow control. Identification of Business needs, Service development, and implementation.
Coordination with US partners to ensure policies & compliances.
Identity & Access Management.
Scheduled IT Assets & Security Audits.
Trainings & Teambuilding.
Assistant Manager IT
Delhivery Ltd.
HOBBIES
listening instrumental music, long drive
LANGUAGES
Hindi
English
Urdu
Dec 2018 - Jul
2021
Aug 2015 - Sep
2018
Managed team of 30+ Engineer of Network and IT operation Support.
Efficiently Managed 28 FCs, 6 HUB/PCs, 583+ DCs along with 1 corporate office.
Responsible for collaboration and coordination with internal/external teams for new project delivery.
Responsible for day-to-day support as per defined SLAs. effectively.
Handling all aspects of business IT requirements as per the organization's growth & expansion plan.
Collaborate with the different internal team NOC, Service- desk, IT Infra, and Ensure the project meet within the timeline. IT budget forecast Vendor Management Identification & Coordination with vendors for a better service flow with optimized cost.
Service Head IT
BIPS Systems
Managed service delivery to customer sites at various locations of PAN INDIA.
• Understanding of projects with analysis, design & execution process.
• Policy design and implementation/restructuring are as per customer requirements.
• Handling a team of 25+ resources with different skill sets and expertise levels.
• 24X 7 coordination with team at different level for resolution of issues and escalations.
• Product-based technical rollouts with time-lined resolution.
• Scheduled /weekly meetings with site engineers to know the latest status of the customer site.
• Regular interaction with customers to improve services & satisfaction levels.
• Monitoring logs for analysis of regular/ occasional problems for regular patches.
• Identification & Coordination with vendors for better service flow with optimized cost.
• managing resources & service flow for customer demand & growth of business.
Assistant Manager IT
NLMK India
• Technical lead for IT infrastructure operations, and services management.
• 24hrs real-time monitoring of IT Infrastructure for uptime & reporting.
• Managing Internet services management (ILL), Firewall, and security.
• Managing Video surveillance, CCTV ( DVR ), monitoring tool, EPBX.
• Procurement, asset &vendor management, and hardware flow control.
• Policies & SOP framing and Compliance management (IT Help Desk).
• Office 365, G-Suite management, MS Server 2012 R2, Virtualization.
• Identification of Business needs, Service development, and May 2010 - Apr
2015
May 2007 - Apr
2010
implementation.
• Coordination for In-house software projects - ESS, CRM, MIS, ERP etc.
• Active Directory, User quota, scheduled data backup & Disaster Mgmt.
• Team lead for Server, Network (LAN,WAN,VPN) Mgmt., User support.
• Scheduled reporting of progress, quality, operations, and performance.
• Adhering to regular improvement in the quality of service to end users.
• Team lead for architect, developing, and optimizing the infrastructure
along
with timely training schedule for operations staff.
• Testing, evaluating,g and deploying monthly Microsoft Security patches on
Windows platform across the corporate network using SCCM.
System Administrator
Sharda Group of Institutions
• Team lead for resource mapping, Technical support and helpdesk
• Managing Software repository & User management, LMS
(Moodle).
• Procurement Asset and Vendor management with
documentation.
• Coordination for Conducting IT audits for quality services to end users.
• Web Hosting administration & Management of Web Sites of the Group.
• Requirement analysis, implementation, and user support for ERP (TCS ION).
• Administration of system, and server applications for patch mgmt., updates.
• Configuration, maintenance, and upgradation of open-source application tool.
• Identification, Evaluation, and recommendation of suitable software tools,
and applications for implementation with effective training to end users.
Executive IT
Life Style International Ltd.
• Coordination with R.O. for solution and support of entire IT Infrastructure (computer hardware, application, and network) at the store and cluster level *.
• Evaluation & recommendation of services for smooth & valuable outcomes at the site of user end.
• Administration, monitoring, up-gradation, configuring, scheduling, testing & troubleshooting of services.
• Contribute to timely MIS for reflecting the trends & developments of the company for budgetary & strategic review.
• Administration of Point of sale and Back office Server operations for regular scheme/discount updates.
• Coordinator for procurement, asset & vendor management at 273 Days
90 Days
518 Days
758 Days
792 Days
1249 Days
Projects
COURSES &
CERTIFICATIONS
cluster level.
• Coordination for stock take and regular audit for stores & warehouses *
Cisco Mobile and Remote Access ( vedio Conferencing ) complete deployment of CMS, cucm, cmm, TMS, Cisco
webx room kit, Cisco webx room pro for 44 remote and 2 central location.
MES Implementation
Project Details: Automation of Manufacturing execution system for Plants of NLMK India Service center Pvt Ltd. Help Desk Concept Framing, Implementation & Performance Optimization
Complete Help Desk, ITSM implementation
All Website Monitoring & Hosting of SGEI
a complete maintenance, monitoring and administration of all websites of Group, in which in-hose / vendor side
development and hosting was integrated
Learning Management System (LMS)
Online Learning Management and assessment solution www.lms.sgei.org
ERP Implementation (TCS ION )
ERP Implementation & Training (TCS ION) and post
management
ITIL V3 Foundation
CCNA Trained
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