Amit Kumar

Client - WAISL LIMITED - DIAL (Delhi International Airport Limited)

• Managing Delhi International Airport AMC of IT assets and EUC support.
• Team size: 50 Engineers + 5 Operation Manager
• Adhering incident management process across the DIAL's Account.
• Managing the Centralized Service Desk (CSD) function for location mentioned above.
• Maintaining zero penalty due to non-compliance to SLA norms for the project.
• Incident Management: Ensuring that the goals of the Incident Management process are achieved, restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorizing and prioritizing incidents; providing initial Incident Support.
• Problem Management: Ensuring the problem management process must follow properly, involve all stakeholders to do the RCA and update the same in KEDB. Also, the responsible for CAPA and update to the Management.
• Conduct basic training of resources as per their skills for career growth.
• Managing Attrition rate < 10% in project.
• Ensure RCA implemented for all SLA performance deviations.
• Managing Major Incident Management and providing RCA and CIR.
• Customer Relationship Management: Stakeholder management including reviews and providing High Level Executive Summary to more detailed reports and manage project constraints. Proficiency in setting up an Optimization/ SLA Metrics/ Tools Integration for large corporations.
• Risk and Compliance: Maintaining Risk Register, proactively identifying and reporting potential risks along with mitigation plan, Ensuring Zero Surprises.
• Managing Service delivery, contractual obligations, maintaining SLAs, driving SIPs (Service improvement plan).
• Key Role: Operation, Resource and Vendor management, Focus on CSAT.
• Install, and monitor software and hardware to meet overall information technology needs. They oversee information security and implement new technology as needed.

Client - WAISL LIMITED - DIAL (Delhi International Airport Limited)

• Experienced Windows System Administrator with 1 years of expertise in managing critical applications, implementing security policies, and maintaining system documentation. Proven track record in reducing system downtime by 20%, increasing storage capacity by 30%, and improving system performance by 15%. Skilled in Active Directory management, troubleshooting, and resolving system issues to enhance user productivity and satisfaction.
• Implemented a system automation script that reduced the time required for system backups and restores by 50%, resulting in a 25% increase in system availability.
• Collaborated with the security team to implement security policies and procedures, resulting in a 30% reduction in security incidents and a 15% increase in compliance with industry standards.
• Developed and maintained system documentation, resulting in a 40% reduction in onboarding time for new team members.
• Managed user accounts, permissions, and access rights in Active Directory, resulting in a 20% reduction in user-related issues and a 10% increase in user satisfaction.
• Installed, configured, and maintained Windows Server operating systems, including Windows Server 2008/2012/2016/2019, resulting in a 25% increase in system reliability and availability.
• Monitor and maintain system performance, security, and availability.
• Troubleshoot and resolve system issues.
• Create and maintain system documentation.
• Deploy and manage applications and software updates.
• Develop and maintain system automation scripts.
• Perform system backups and restores.
• Manage and maintain storage systems.
• Monitor and analyse system logs.
• Key Role: Monitoring system performance, troubleshooting issues, and ensuring timely resolution of problems to minimize downtime.
• Includes installing, configuring and supporting Windows based physical and virtual servers and deploying and testing Windows operating systems including virus updates, patches and performance tuning.

Client - WAISL LIMITED - DIAL (Delhi International Airport Limited)

• Company Overview: Renovision Automation Services Pvt. Ltd
• Worked as a VIP support engineer and Team Leader to handle the responsibilities of an IT Infrastructure to analyse, Deploy and report to make the DIAL IT Infrastructure Smooth and Updated. Including 10 engineers across Terminal-2 Airport.
• Addressing user tickets regarding hardware, software and networking.
• Walking customers through installing applications and computer peripherals.
• Asking targeted questions to diagnose problems. Interact with staff on desktop problems and their resolution Network and connect computers within organization to better communication.
• Maintain computer peripheral devices like printers and resolve associated problems.
• Develop and manage effective professional working relationships with contractor personnel-workers and clients.
• Train end users on usage of computer hardware and software.
• Test computers to ensure proper functioning of computer systems.
• Install and test desktop software applications and internet browsers.
• Handle daily technical support activities on desktop support, data network and server Management.
• Oversee and update assigned support service requests.
• Grow clients and communicate to Account Manager by determining new opportunity.
• Responsible for technical support, including identifying and resolving Daily basic technical issue occurring Laptop, Desktop, Printer and LAN.
• Troubleshooting, installing and configuring MS Outlook. Expertise in various OS like window XP, window 7and window 10.
• Solve LAN related problem, configuration basic TCP/IP settings.
• Support software, Application related issue of in-house and outstation user via Remote Control tool like Remote Desktop.
• Installation and managing Active Directory (create user account, reset, and user account, delete user account and unlock user account).
• Provide high level of available Reports, Data, and Documentation to support the management team.
• Renovision Automation Services Pvt. Ltd
• Key role: Assess customer needs, identify challenges or issues, and configure solutions that are customized for their individual needs.
• Forming strong and trusting relationships with clients.