About
Senior IT Operations & Helpdesk Leader with 27+ years of experience delivering 24×7 global end-user support and enterprise IT services. Career progression from hands-on desktop and printer support to managing large, multi-region helpdesk and infrastructure teams. Strong expertise in ITIL-based service management, SLA/KPI ownership, Microsoft 365, endpoint security, and escalation governance. Known for stabilizing operations, improving service quality, and aligning IT support with business outcomes across India and international locations.
Leadership & Service Management Strengths 1 24×7 Global Helpdesk Operations & Workforce Planning 2 SLA, KPI, CSAT & Escalation Ownership 3 ITIL Incident (BMC Helix), Problem & Change Management 4 Service Desk Process Design & Optimization 5 Stakeholder Communication & Executive Reporting 6 Vendor Governance, Contract & SLA Reviews 7 Team Building, Coaching & Performance Management Technical & Platform Exposure 1 Microsoft 365 Administration, Exchange & Identity Services 2 Endpoint Security, Intune & Device Compliance 3 Windows Server, Active Directory, GPO, DNS, DHCP 4 Virtualization (VMware, Citrix, Dell WMS), Backup & DR Operations 5 VPN, Remote Access & Enterprise Networking Basics 6 Service Desk Tools, Ticketing & Reporting Platforms
Experience
Assistant Manager – IT Infrastructure & Global Helpdesk Operations
Groz-Beckert Asia Pvt. Ltd.
Nov 2018 – Present
1 Lead 24×7 global IT helpdesk and infrastructure operations supporting 9000+ users.
2 Manage multi-region Helpdesk, Windows, Infrastructure, and Network teams.
3 Own incident, problem, and escalation management as final authority.
4 Drive SLA, KPI, backlog control, and service performance reporting.
5 Act as senior escalation for complex, business-critical issues.
6 Govern service desk workflows, prioritization, and root cause analysis.
7 Partner with global business stakeholders on service expectations and improvements.
8 Oversee Microsoft 365, endpoint management, identity, and remote access services.
9 Lead continuous improvement initiatives to reduce repeat incidents.
10 Manage vendors, contracts, audits, and compliance requirements.
11 Conduct performance reviews, coaching, and succession planning.
12 Executed multiple onsite assignments in Germany for global coordination.
Microsoft 365Endpoint SecurityHelpdesk Operations
Senior Customer Support Executive
Spectra Computech Private Limited
Mar 2003 – May 2016
(Joined as Desktop Support Engineer) 1 Progressed from frontline desktop support to senior escalation role.
2 Handled complex, high-impact end-user and system issues.
3 Ensured SLA adherence and service quality.
4 Coordinated with vendors for hardware and support services.
5 Maintained asset records, documentation, and SOPs.
6 Trained and mentored junior engineers.
Desktop SupportSLA ManagementVendor Coordination
Desktop Support Engineer
Prime Syscom Private Limited
Jan 1997 – Feb 2003
(Joined as Printer Support Engineer) 1 Installed, configured, and supported printers and desktop systems.
2 Performed OS installations, upgrades, and preventive maintenance.
3 Provided onsite and remote end-user support.
4 Assisted senior engineers with basic network troubleshooting.
Printer SupportOS InstallationNetwork Troubleshooting
Skills
Contract ReviewsVendor GovernanceChange ManagementProblem ManagementTicketing PlatformsService Desk ToolsRemote AccessVPNBackup & DR OperationsCitrixVMwareActive DirectoryWindows ServerEscalation GovernanceKPI ManagementSLA OwnershipHelpdesk OperationsEndpoint SecurityMicrosoft 365ITIL Incident Management
Languages
EnglishHindiPunjabi
