Ashish Sen

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Increased profit by streamlining operations.
• Implemented quality control systems to boost overall product consistency and reliability.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
• Reduced turnaround time for project completion through effective resource allocation and team management.
• Maintained up-to-date documentation on infrastructure configuration and application topology for easy reference during troubleshooting efforts.
• Evaluated emerging technologies for potential adoption within the organization''s IT landscape, driving innovation and maintaining a competitive edge in the market.
• Developed and implemented successful disaster recovery plans, ensuring business continuity during unforeseen events.
• Implemented ITIL best practices in daily operations, leading to increased efficiency and customer satisfaction.
• Developed budgets for ITO department, strategically allocating resources to support organizational goals.
• Led change management initiatives throughout the organization, facilitating smooth transitions during system upgrades or migrations.
• Created a culture of continuous improvement within the ITO team, fostering innovation and collaboration among staff members.

• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Applied effective time management techniques to meet tight deadlines.
• Excellent communication skills, both verbal and written.
• Learned and adapted quickly to new technology and software applications.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Paid attention to detail while completing assignments.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed strong organizational and communication skills through coursework and volunteer activities.

• Wrote, updated and maintained project documentation.
• Conducted quality assurance to verify accuracy of data used in IT projects.
• Identified and implemented cost-saving measures in IT projects.
• Coordinated with external vendors to deliver IT project components.
• Generated reports for IT project progress and performance.
• Communicated project updates to stakeholders at all levels.
• Established and enforced project timelines and deadlines.
• Managed various IT projects to meet deadlines and customer requirements.
• Developed and introduced IT strategies to improve operational efficiency.
• Resolved staff conflicts and identified potential areas of improvement.
• Designed and implemented tools to support strategic value chain optimization initiatives.
• Participated in requirements meetings to understand business needs.
• Used statistical methods to analyze data and generate useful business reports.
• Developed customized reports, summarizing and presenting data in visually appealing format.

• Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Developed and maintained defect databases for known issues.
• Kept scripts and test cases updated with current requirements.
• Authored and maintained well-organized, efficient and successful manual test cases for entire team.
• Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
• Incorporated delivery requirements into planning of testing schedules.
• Built automated test scripts to handle repetitive software testing work.
• Documented testing procedures for developers and future testing use.
• Recommended changes and corrections to developers for optimal software performance and usability.
• Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
• Completed pre-implementation testing for new system modifications to assess potential impacts.
• Utilized Agile software development methods to increase team efficiency by 70%

• Identify scope infrastructure server and application to be recovered in DR test event.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Guided organizational technology strategy and roadmaps.
• Oversaw IT department operations and training.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Coordinated technical training and personal development classes for staff members.
• Built, repaired and installed computer-related hardware based on deployment procedures.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
• Negotiated terms of business acquisitions to increase business base, solidify market presence and diversify offerings.
• Reviewed individual department performance and worked with leadership to improve processes, procedures and practices.
• 
  
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Partnered with project team members to identify and quickly address problems.

• Dealing on 17 sites for day to day IT operations and ensuring adequate engineers support for end users availability of other IT resources across all centers & Head Office.
• Proactively monitor and support network and server issues for maximum uptime.
• Documentation and Reporting – Collation data from various stakeholders, preparation of monthly reports and presentation to senior management.

Vendor review –

• Monthly SLA review of with vendors.
• Documentation of Minute of meeting.
• Tracking & closure of MOM points.

Apps & Infra integration-

• Tracking, assessment & Closure for Business Critical Application.
• Process improvement/Documentation/Implementation for general technology processes

Disaster Recovery Drill–

• Coordination with respective vendor for onboarding of server,
• Updating of DR Run books,
• Conducting DR dill, capturing artifacts
• Prepare and circulate DR test reports to stakeholder.

License Management. –

• Tracking of license usages automated / manual mode.
• Follow-up with Snow support for SAM related issues.
• Publish Weekly/ Monthly Compliance report with Sr. Management
• Highlighting license shortfall to stakeholder.
• Removal on Unauthorized Software

Technology Governance, Risk and Compliance –

• Facilitate all internal, external audits from stat audit team to Govern inspection as single point of contact for Technology, sharing all relevant evidences post review with Stakeholders.
• Monthly access control list review.
• Monthly Antivirus compliance.
• Review Network Bandwidth uptime and utilization report.
• Quarterly Risk Control and Self-Assessment Data collation and submission.
• Update IT Steering Committee / IT strategy Committee presentation slides.
• Quarterly review of Databases ID Review
• Antivirus Compliance
• Patch Management Compliance
• Access Review – USB / CD-DVD / External mail Access / Internet Access

Project Management Office team –

• Tracking all infra project from initiation phase to till closure.
• Publish project status report to Sr. Management and highlight shortfall.
• Showcasing stake holders view of various parameters of Project Costs, Benefits. etc.

Change / Incident / problem Management –

• Coordinate and record emergency changes.
• Tracking all major and minor Change / Incident / problem.
• Respective document (like RCA, etc) collation, validation, verification and final publish reports.

Risk Control and Self-Assessment –

• Periodic update of risk calculator in co-ordination with senior management.
• Validation and review of data with respective stakeholder.
• Supporting for collation and submission of data.

Reporting –

• Publishing of Monthly reports like Infra Deck.
• Uploading KRI parameters for IT Infrastructure
• SAN Space Utilization report.
• Top 10 Tickets analysis.

• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Closely collaborated with project members to identify and quickly address problems.
• Produced SLA and Project reports each Timeframe, updating customers and senior leaders on progress and roadblocks.
• Guided organizational technology strategy and roadmaps.
• Coordinated ongoing technical training and personal development classes for staff members.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Oversaw IT department operations and training.
• Interviewed, hired, trained and mentored 80 staff by coaching daily, leading performance reviews and offering constructive feedback.
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.

• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Monitored systems in operation and input commands to troubleshoot areas such as Online Learning and Video Conferencing .
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Explained complex technology-related issues in understandable terms to customers.
• Used remote diagnostic tools to identify sources of certain customer issues.
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Performed network security design and integration duties.
• Diagnosed and executed resolution for all network and server issues.
• Managed over 300 Live feeds and 130 Recorded feeds with team of 12 members of team .
• Managed IT infrastructure of over 60+ centers pan India with team of 150 members .

• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Configured hardware, devices and software to set up work stations for employees.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Submitted service tickets for equipment maintenance requests.
• Patched software and installed new versions to eliminate security problems and protect data.
• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Delivered technical sales presentations to prospects and presented benefits and value of products.
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users.
• Performed encryption, firewalls and patch management to implement and maintain system security.
• Helped streamline repair processes and update procedures for support action consistency.
• Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
• Managed over 50 customer calls per day