ARJUN DAYAL MATHUR
IT Service Delivery
Summary
Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 15+ year record of building positive relationships with internal and external stakeholders.
Overview
16
16
years of professional experience
5
5
Certifications
2
2
Languages
Work History
IT Helpdesk Manager
Dyninno Group
02.2023 - Current
- Hiring and on-boarding new team members maintaining team members to be equipped to do their jobs efficiently.
- Managed Conflict resolution and facilitating knowledge sharing.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated leadership skills in managing projects from concept to completion.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Resolved problems, improved operations and provided exceptional service.
- Implementing related IT Processes and Policies.
- Evaluate subordinates performance and facilitate subordinates professional development.
- Ensured IT equipment life-cycle is in line with Company goals and ensuring all office IT equipment is in a proper operational condition with up-to-date Inventory.
- Kept IT equipment inventory up to date and report to relevant parties
- Ensure problems related to end-points (incl.Software and hardware) are timely addressed as well as the Office IT Network, Conferencing setup is managed well.
- Manage Rights/Privileges and Accesses for Company Wide Employee's using IDAM.
- Ensured best balance between costs and user experience Management of VOIP,Messaging and Business Application Solutions for flawless services.
- Manage and Monitor overall Helpdesk for the group ensuring all the agreed SLA's are met.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Worked effectively in fast-paced environments.
Service Delivery Manager - IT
Tata Consultancy Services
04.2022 - 07.2022
- Lead IT Operations Offshore for a giant Transportation Client based out of Canada and US.
- Ran Daily Touchpoints for Daily Health Check's on Systems and Performance SLA.
- Provided Suggestions for Performance SLA Improvements.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
Senior Manager - IT
Deutsche Telekom Digital Labs
01.2020 - 04.2022
- Deployed Endpoint Protection for Laptops and Servers.
- Deployed DLP Solution and doing hard monitoring with regular Audits.
- Fine Tuned Messaging policies and rules as per the compliances.
- Setup of Inventory Management Solution using a professional ITAM tool managing the entire Asset Lifecycle.
- Environment completely on MacOS ( 650+) devices.
- Deployed and Fine Tuned Policies over Endpoint Management Tool.
- Performed Hard Negotiations for all IT Requisites – Cost Saving Ranging from 10~60 % from Rack Prices offered by the OEM's.
- Developed and setup the IT Deliverables Framework as per the need of the organization.
- Leveled up the team by enabling them to take decisions and perform relevant actions on their own with my guidance and supervision.
- Enabled Ticketing for IT Service Requests, Incidents and Change Management with defined SLA's and with less than 1% breaches.
- Maintained smooth Onboarding and Offboarding of the employee's with all the IT Requisites.
- Setting up of Internal IT as well Employee centric IT Policies and Procedures for smooth IT Operations functioning.
- Managed BCP during WFH in Caved Times and while shifting Infrastructure from one Office to a New Office.
- Managed to control costs under the planned budget for IT.
- Conducted training programs to enhance staff technical skills and motivation including network/server administration procedures, virus protection, and security measures.
- Delivered technical support for system auditing, performance tuning, and troubleshooting.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Provided strong leadership to enhance team productivity and morale.
Senior Manager - IT
Sadhan Enterprises
03.2019 - 01.2020
- Defining IT Policies for organizations and the IT due diligence for the group of companies.
- Handling AV, Networking, Storage, Security and Endpoints of the group of companies.
- Partnering with CXO levels and Founder for various business requirements and driving fulfillment.
- Monitoring budgets and costs by understanding drivers and suggesting action plans.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Implemented and developed operational standards, policies and procedures.
- Consolidated vendors and renegotiated contracts to optimize costs.
India IT Manager
Boston Consulting Group
12.2016 - 03.2019
- Managed PAN India IT operations and service delivery for 5 offices having a headcount of 1500 and above staff.
- Delivering service offerings provided by “IT as a Service”.
- Managed local technology in order to increase reliability, security, interoperability, effectiveness of customer work Leading local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement.
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Guided organizational technology strategy and roadmaps.
- Assisted in development of long-term strategies to grow department and resources.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Updated customers and senior leaders on progress and roadblocks.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Implemented and maintained technology and software budget.
- Managed life cycle replacement of hardware and software.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Manager – IT
Rivigo
03.2016 - 12.2016
- Head of IT Infrastructure including PC, network, security and operations for 70 + locations having an employee base of around 800+ with a team of 7 resources catering to PAN India IT support & management.
- Defined the IT policy for the organization in line with ISO27001 and ISO20000 standards.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Senior Manager - IT
Micromax Informatics
07.2014 - 03.2016
- Front-led IT operations across 35 + locations having approximate employee base of 1500 with a team of 11 IT technical staff to support PAN India IT infrastructure and issues.
- Deployed IT and configured IT service desk tool, automating escalations management and SLA based approach Provided inputs on strategic and operational governance processes; recommended improvement of the IT organization Devised IT strategic & operational.
- Managed complete MS Office Suite and Exchange on Cloud based O365 with unified communication integrated Designed organizational structuring on AD and deployed best practice policies across all locations Centered on DLP .
- Installed corporate antivirus/antispam security and protection for laptops/desktops/servers and mobiles using MDM Monitored patch management process through WSUS and third party commercial tools.
- Delivered best telepresence solution for the senior management in company on audio/visual equipments .
- Developed network infra design for best seamless connectivity across all locations using MPLS/ VPN with the best bandwidth available.
- Supported multiple in-house applications for storage/ backup/ restoration and daily concerns for smooth business.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Implemented and developed operational standards, policies and procedures.
- Consolidated vendors and renegotiated contracts to optimize costs.
Assistant Manager - IT
Samsung Data Systems India
12.2009 - 07.2014
- Spearheaded day-to-day operations of system maintenance; ensured readiness, reliability & availability of systems Took charge as Service Desk Manager.
- Controlled & managed all IT related issues within the defined workflow & budgets Maintained current & accurate inventory of IT assets.
- Negotiated supplier contracts and service agreements.
- Mentored IT staff including training, evaluation, guidance & discipline.
- Maximized availability of facility infrastructure, systems & applications by establishing control practices Acted as technical bridge between client/customer & technical entities outside data center (Vendors & Consultants).
- Controlled information security issues and ensured that internal security controls were appropriate Managed financial aspects of IT Department, including purchase, budgeting and budget review
- Communicated regularly with customers concerning data exchange and technology integration.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Managed life cycle replacement of hardware and software.
- Coordinated secure system access of users to various department systems and platforms.
- Implemented and maintained technology and software budget.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Skilled at working independently and collaboratively in a team environment.
Technical Support Executive
Tiinfotech
Noida
01.2009 - 11.2009
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Developed and implemented training initiatives for new hires.
- Supervised technical support staff service operations and assisted with maintenance advisory.
- Reviewed daily problem management tool and complied with all standard operating procedures.
- Delivered IT Support for Commonwealth Games 2010 (Accommodation and Ticketing Department)
Technical Support Associate
Dell
07.2008 - 12.2008
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Authored technical requirement documentation to suit business goals and technological limits.
Education
MBA - Information Systems
Sikkim Manipal University
01.2010 - 2011.01
BE - Information Technology
Maharishi Dayanand University
04.2004 - 2008.03
Skills
Service Delivery Managementundefined
Certification
Microsoft Certified System Engineer
Personal Information
Date of Birth: 09/19/86
Timeline
IT Helpdesk Manager
Dyninno Group
02.2023 - Current
Service Delivery Manager - IT
Tata Consultancy Services
04.2022 - 07.2022
Senior Manager - IT
Deutsche Telekom Digital Labs
01.2020 - 04.2022
Senior Manager - IT
Sadhan Enterprises
03.2019 - 01.2020
India IT Manager
Boston Consulting Group
12.2016 - 03.2019
Manager – IT
Rivigo
03.2016 - 12.2016
Senior Manager - IT
Micromax Informatics
07.2014 - 03.2016
MBA - Information Systems
Sikkim Manipal University
01.2010 - 2011.01
Assistant Manager - IT
Samsung Data Systems India
12.2009 - 07.2014
Technical Support Executive
Tiinfotech
01.2009 - 11.2009
Technical Support Associate
Dell
07.2008 - 12.2008
BE - Information Technology
Maharishi Dayanand University
04.2004 - 2008.03
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