Brijendra Singh
Pune
Summary
EUS Manager with 15+ years of experience in End User IT Services, IT Operations, and ITSM across large enterprises. Proven expertise in service desk management, workplace technologies, digital transformation, and ITIL-based IT governance. Adept at enhancing end-user experience (UX), improving SLA compliance, driving IT asset management, and leading automation-driven process improvements. Strong track record of:
- Managing 6,000+ end users across 268 locations with seamless IT support.
- Achieving 97% SLA compliance and improving IT resolution efficiency.
- Reducing incident resolution time by 15% through proactive service improvements.
- Enhancing operational efficiency by 30% via automation and process optimizations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Project Manager - End User Services
Progressive Infotech Pvt Ltd
11.2022 - Current
- Led IT service delivery for 6,000+ users across 268 locations, ensuring optimal end-user productivity & IT support efficiency
- Achieved 97% SLA compliance, improving service desk response & resolution rates
- Optimized ITSM processes & tools, enhancing ticketing system efficiency and overall UX
- Spearheaded automation initiatives, leading to a 30% increase in operational efficiency
- Ensured 100% IT asset compliance across 5,500+ devices, mitigating security risks
- Led Change Advisory Board (CAB) meetings, ensuring structured and risk-free IT changes
- Reduced incident resolution time by 15% through proactive IT support strategies
Associate Consultant (Operations Lead - Tata Motors Client)
Tata Consultancy Services (TCS)
07.2022 - 10.2022
- Managed end-user IT services, including SLA tracking, vendor coordination & escalation management
- Ensured seamless IT service delivery and improved end-user support experience
IT Operations Manager - End User Support Services
VDA Infosolutions
07.2017 - 04.2022
- Supervised multiple EUS teams, ensuring high-quality end-user IT support & governance
- Led automation initiatives, reducing manual efforts and improving ITSM efficiency
- Managed vendor contracts & stakeholder engagement, ensuring optimal IT service performance
Operations Manager
Wipro Infotech Limited
01.2012 - 06.2017
- Managed end-user IT support operations for 16,000+ users, leading a team of 80+ IT professionals
- Implemented trend analysis & proactive problem management, reducing recurring IT issues
- Developed SOPs & automation workflows, ensuring IT process standardization
Desktop Engineer
Microland Limited
02.2011 - 12.2011
- Provided hardware & software troubleshooting, ensuring optimal end-user IT support
Education
B.Sc. - Biology
Bundelkhand University
01.2008
Skills
- End User IT Service Management (EUS & ITSM)
- Workplace Technology & Digital Transformation
- Incident, Problem & SLA Management
- IT Asset Lifecycle & Compliance
- ITIL Framework & Change Management
- Service Desk & Remote Support Management
- Automation & Process Optimization
- Vendor, Stakeholder & Escalation Management
Certification
ITIL Foundation Certification, 09/30/27
Projects
C-16, Jaipur Center Setup, 30 Days, Established a new EXL Services business center for 500+ users in Jaipur SEZ. Managed network, server, and telecom coordination, ensuring a smooth IT infrastructure setup. Intune Implementation, 1 Month, Successfully deployed Microsoft Intune for 5,000 users, ensuring zero escalations. Network Device Hardening, 22 Days, Strengthened network security across 265 locations, ensuring compliance within deadline.
Languages
- English
- Hindi
Timeline
IT Project Manager - End User Services
Progressive Infotech Pvt Ltd
11.2022 - Current
Associate Consultant (Operations Lead - Tata Motors Client)
Tata Consultancy Services (TCS)
07.2022 - 10.2022
IT Operations Manager - End User Support Services
VDA Infosolutions
07.2017 - 04.2022
Operations Manager
Wipro Infotech Limited
01.2012 - 06.2017
Desktop Engineer
Microland Limited
02.2011 - 12.2011
B.Sc. - Biology
Bundelkhand University
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