Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Introduction
Timeline
Generic

Mayank Verma

Indore

Summary

Results-driven IT Support Specialist and IT Manager with 6+ years of experience in technical support, IT infrastructure management, and team leadership. Proficient in Windows troubleshooting, Active Directory, incident management, and service desk operations. Demonstrated ability to lead teams, manage projects, and deliver high-quality support in dynamic environments. Certified in ITIL, Google IT Support, and cybersecurity fundamentals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Manager

Codleo Consulting
01.2025 - 06.2025
  • Oversaw the planning, deployment, and maintenance of IT infrastructure, ensuring optimal performance and security for the organization.
  • Managed a team of IT professionals, providing mentorship, performance reviews, and skills development to drive team effectiveness.
  • Developed and enforced IT policies, procedures, and best practices to ensure compliance with data privacy and security standards.
  • Coordinated with vendors and service providers for procurement, implementation, and support of hardware, software, and network solutions.
  • Led IT projects, including system upgrades, migrations, and rollouts, ensuring timely completion and minimal disruption to business operations.
  • Monitored system performance, conducted regular audits, and implemented improvements to enhance reliability and efficiency.
  • Provided advanced technical support and troubleshooting for escalated issues, maintaining high levels of end-user satisfaction.
  • Managed IT budgets, asset inventories, and licensing compliance.
  • Ensured robust backup, disaster recovery, and business continuity plans were in place and regularly tested.
  • Reported IT performance metrics and project statuses to senior management, supporting strategic decision-making.

Specialist

HCL Technologies
07.2022 - 12.2024
  • Served as Field Service Organization (FSO) Lead for Barclays, managing IT operations and onsite support.
  • Provided technical guidance, coordinated incident management, and ensured SLA compliance.
  • Trained and mentored engineers, improving team skills and service delivery.
  • Maintained transparent communication with clients and stakeholders.
  • Led the Omya project as L2 RDS Support, managing cross-functional IT teams.
  • Oversaw process management and interface coordination across IT domains.
  • Resolved complex technical issues, consistently exceeding SLA targets.
  • Delivered key business support and proactive monitoring.
  • Managed device lifecycle operations for Hitachi Energy's EMEA region.
  • Promoted to Service Desk Lead, overseeing a 22-member team.
  • Provided technical and non-technical support to the Field Service Organization.
  • Drove operational excellence, client satisfaction, and incident management.

L1 Technical Support Engineer

J2W/HP Inc.
11.2021 - 04.2022
  • Delivered Level 1 technical support for hardware and software issues.
  • Managed IT processes and interfaces across departments.
  • Troubleshot Microsoft Office Suite, Outlook, and Active Directory accounts.
  • Resolved OS and hardware issues on HP laptops and desktops.

Technical Support Associate

Concentrix / Microsoft
04.2018 - 04.2019
  • Provided technical support for Microsoft operating systems to consumer clients.
  • Diagnosed and resolved complex software problems via remote access.
  • Maintained detailed records of customer interactions and solutions.
  • Escalated critical issues to minimize downtime.

Technical Support Associate

Silver Stone Webtech Pvt. Ltd.
07.2015 - 08.2017
  • Delivered on-site and remote support for Windows OS.
  • Consistently met productivity targets and resolved high volumes of technical issues.
  • Communicated technical solutions to users of varying expertise.
  • Maintained accurate records and contributed to the knowledge base.

Education

Technical Diploma - Electronics and communication

Govt. Polytechnic College
01.2011

High School -

School of Excellence
01.2008

Skills

  • IT project oversight
  • Collaborative team management
  • Technology infrastructure support
  • Windows Troubleshooting
  • Active Directory Management
  • Incident Management
  • Service Desk Operations
  • Project Management
  • Vendor Management
  • IT Policy & Compliance
  • Remote Desktop Support
  • SLA Management
  • Hardware Troubleshooting
  • IT Service Management (ITSM)
  • ServiceNow Reporting
  • Analytical thinking
  • Documentation management
  • Customer relations

Certification

  • ITIL 4 Foundation: Key Concepts of Service Management, Skillsoft, 02/10/23, Does not expire
  • ITIL 4 Foundation: Introduction, Skillsoft, 09/24/22, Does not expire
  • System Administration and IT Infrastructure Services, Google, 04/27/25, Does not expire
  • Technical Support Fundamentals, Google, 01/15/22, Does not expire
  • Operating Systems and You: Becoming a Power User, Google, 01/31/22, Does not expire

Disclaimer

I hereby declare that the above written particulars are true to the best of my knowledge and brief.

Introduction

Results-driven IT Support Specialist and IT Manager with 6+ years of experience in technical support, IT infrastructure management, and team leadership. Proficient in Windows troubleshooting, Active Directory, incident management, and service desk operations. Demonstrated ability to lead teams, manage projects, and deliver high-quality support in dynamic environments. Certified in ITIL, Google IT Support, and cybersecurity fundamentals.

Timeline

IT Manager

Codleo Consulting
01.2025 - 06.2025

Specialist

HCL Technologies
07.2022 - 12.2024

L1 Technical Support Engineer

J2W/HP Inc.
11.2021 - 04.2022

Technical Support Associate

Concentrix / Microsoft
04.2018 - 04.2019

Technical Support Associate

Silver Stone Webtech Pvt. Ltd.
07.2015 - 08.2017

High School -

School of Excellence

Technical Diploma - Electronics and communication

Govt. Polytechnic College

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Mayank Verma