Deepak Balu
Bangalore
Summary
Experienced Information Technology Manager with over twelve years of valuable experience in monitoring project/team performance to ensure company success. Detail-oriented, and highly energetic with good communication and interpersonal skills. Proficiency in Problem-solving, Team Management, Asset Life-Cycle Management, IT Procurement, IT Project Management, IT Support, Data Analytics, Service Now and Building and Publishing Reports. Reputation for continually achieving on-time and under-budget performance goals. Accustomed to handling IT support, managing IT projects, and supporting various engineering departments with IT tools and applications.
Overview
17
17
years of professional experience
Work History
IT Manager
Toast Tab Pvt Ltd
03.2022 - Current
- Managing India Functions: Global IT Support, IT Asset lifecycle management, AV, IT Infra & Application Support.
- Helped establish two new offices for Toast in Bangalore and Chennai.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
- Managed vendor relationships (Contracts and SLA's) for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Created solutions in Service Now tool to help Help Desk to solve issues as a part of incident management process. SNOW Template Excellence - Built automation in SNOW to help Help Desk team.
- Implemented a user-friendly IT support system that reduced helpdesk tickets by 15%
- Introduced 24/5 coverage of IT Support
- Building knowledge base on Confluence and knowledge transfer programs to build and support employee development and succession program
- Co-ordinate with cross functional teams to perform root cause analysis of problem/incident tickets
- Set smart objectives and manage the staff for consultation on performance evaluation, promotions, and hiring
- Founding Member of Toast Org India – Non-Profit wing of Toast – Organized multiple Toast Org events.
Supervisor
Akamai Technologies Ind Pvt Ltd
12.2020 - 03.2022
- Managing Global Service Desk team.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Support the incident resolution process and prioritize problem resolution to minimize incidents.
- Staff scheduling to ensure 24/7 coverage of Service Desk and Operations
- Coordinate training requirements for Service Desk personnel
- Work closely with support teams/partners to improve resolution times
- Analyze the data from SFDC tickets to continuously improve the way the Service desk operates and serve our customers better
- Perform duties in a cost-effective manner to avoid waste of resources without compromising the quality of service.
Sr. Colleague Support Engineer (Lead)
VMWare
04.2014 - 11.2020
- Team lead for Level 2 Engg’s, Knowledge Management team and Hiring team
- Generating reports for the management and handling day-day Operations (SAP BOBJ) and visualization on PowerBI and Tableau
- Training New Joiners
- Multiple certifications acquired
- Travelled to Japan (EV Project) and Macao, China (MAC AW Migration)
- Also was part of a project (Diageo) where we implemented Airwatch for the company
- Travelled to USA on Merger & Acquisition project to on-board Pivotal process.
Technical Support Associate
Dell International Services
11.2012 - 03.2014
Early Intervention coordinator
Ocwen Financial Solutions Pvt. Ltd.
08.2009 - 11.2010
Technical Support Representative (Service Desk)
Mind Eye Solution
06.2007 - 08.2009
Education
Master of Business Administration - Business Analytics
NMIMS (From UpGrad)
2025
BCA -
Dr. C.V. Raman University
01.2016
PUC -
K L E Pre-University College, Bangalore
01.2005
Skills
- IT Asset Management
- IT Procurement
- IT Budgeting
- IT Procurement
- Network Administration
- Vendor Management
- Stakeholder Management
- Service-Level Agreement
- ITIL Framework
- IT Infrastructure
- Cybersecurity best practices
- Change Management
- Information Security
- Problem-Solving
- Team Development
- Project Coordination
- Leadership Skills
- Time Management Skills
- Service Now
- Independent Thinker
Projects
- Project Move works - Automation on Slack to reduce IT Help Desk tickets
- RMZ Bangalore and Chennai little wood Project - 2 New Office Launch
- Project H.A.M - Hardware Asset Management Process
- Remodel Help Desk Onboarding - Improvements to Onboarding New employees
- Project Template Excellence - Standard Templates on Service Now tool
- Knowledge Base Revamp Round the Clock assist
Languages
English
Kannada
Hindi
Personal Information
- Father's Name: Balu.G
- Date of Birth: 03/16/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the details furnished above are true to the best of my knowledge and belief.
Timeline
IT Manager
Toast Tab Pvt Ltd
03.2022 - Current
Supervisor
Akamai Technologies Ind Pvt Ltd
12.2020 - 03.2022
Sr. Colleague Support Engineer (Lead)
VMWare
04.2014 - 11.2020
Technical Support Associate
Dell International Services
11.2012 - 03.2014
Early Intervention coordinator
Ocwen Financial Solutions Pvt. Ltd.
08.2009 - 11.2010
Technical Support Representative (Service Desk)
Mind Eye Solution
06.2007 - 08.2009
Master of Business Administration - Business Analytics
NMIMS (From UpGrad)
BCA -
Dr. C.V. Raman University
PUC -
K L E Pre-University College, Bangalore
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