Akhil Chandra Das

• Spearheaded end-to-end service delivery for a portfolio of global IT operations, managing cross-functional teams across End-User Computing (L1 & L2 support), Microsoft O365, Database Management, Telecom, and Scheduling & File Management.
• Oversee the execution of day-to-day operations to ensure that contractual commitments and service-level agreements are met. Proactively manage the relationship with the client to ensure a high level of satisfaction, and ensure continuous improvement.
• Work closely with others to plan the client relationship strategy, concentrating on cost reduction, service improvement, and new business.
• Provided expertise and guidance to customers in digital transformation initiatives in the endpoint infrastructure space. Collaborated on strategy and prioritization, and transitioned the initiatives into managed projects.

a) Advisory and successfully implemented Patch My PC to automate third-party app management in Intune.

b) Nexthink - Digital Workspace and Employee Experience. Support customer initiatives related to Nexthink operations and DEX management.

i. Developed an understanding of the customer's business goals and objectives, and its DEX goals. Outlined and presented an initial plan to align Nexthink's deliverables to achieve the objectives.

ii. Partnering with customers' business units through regular connect calls, we comprehend their strategic plans and pain areas to offer informed advice on leveraging Nexthink effectively.

iii. Conducted a training session for the Service Desk and other support teams on Nexthink services. Actively participating in connect calls with the Service Desk and other support teams to understand incident cases, with the target of analyzing the data points. Identify opportunities to increase automation of issues and leverage existing to deliver value to the customer’s business.

c) Windows 11 migration (in progress)

• Implemented Agile practices and methodologies into the Infrastructure Support space, resulting in improved efficiency, enhanced team collaboration, and faster delivery of high-quality outcomes.
• Successfully led the Disaster Recovery exercise for the APAC Data Center in the Y2024.
• Executed process improvement initiatives, established procedures for internal processes, and defined new ones aligned with business requirements.

• Primary responsibility was to modernize and deliver End User Computing solutions. Identify areas and scope to bring in digital transformation by adopting new technological solutions effectively to solve problems and inefficiencies.
• It entailed proactively identify, investigate, resolve technical incidents and problems, and to restore services to clients by managing incidents to resolution. Includes Executive/white glove support for the entire company.
• Managed a multi-tier, cross functional team responsible for administering EUC environment and services to onsite and remote users. Oversee project assignments and produce continuous delivery on periodic and overall milestones
• Monitoring and tracking of end user IT services, ticket metrics management such as KPIs MTBF/MTTR, and ensure the team could meet the defined objectives, i.e. OKR/KRA and improve customer experience targets
• Represented the EUC team as the final point of escalation for Service Desk and other support functions. Interacted with business units, clients, vendors, and internal stakeholders to enhance support and delivery performances through effective mapping of business requirements
• Conducted employee assessment discussions, provide coaching, share feedback regularly and partner with employee on career development. Cost management and team budget
• Planning, evaluate and recommend on IT device procurement, i.e. desktops, laptops, Mac notebooks, VOIP device, printers, IT accessories etc. Experience in enterprise asset & lifecycle management

Started with the company as a Technical Services Engineer, promoted to Technical Leader in the year 2014.

• Led Desktop Support team responsible for supporting and administering end user services at India offices
• Monitored ticketing system and ensured all Desktop operational issues are responded and resolved within SLA; provide team Manager with daily and weekly status on performance metrics
• IT project management and leading the team to build Desktop infrastructure in new locations and changes to existing environment
• Preparation and continuous improvement of Standard Operating Procedure (SOPs) on End-user services functions; process-based creation of IT policy document
• Headed the team in client facing calls during change, incidents, or escalations and hold meetings periodically to establish problem resolution expectations
• Represented the team in internal and external audit, multiple client conducted audits
• Periodic meet with Business Units in understanding problem areas and taken preventive methods taking end user needs into consideration
• Promote continuous professional and personal development of team members by identifying and conducting training on latest technologies and solutions, soft skills

• Provide L1 & L2 technical support for desktops, laptops, printers, scanners, fax machines, VOIP Phones etc.
• Ticket handling, remote and desk-side support to end user for incident resolution and request servicing
• Installation, troubleshooting, repair of client OS and application support. Deployment and maintenance of windows endpoints, patch update, Anti-virus installation and troubleshooting
• IT Asset Inventory Management on local office site