Deepak Shrivastava
Associate Service Delivery Manager
Noida
It is never too late to be what you might have been.
George Eliot
Summary
A dedicated and results-driven professional passionate about people and business retention, with a strong commitment to delivering exceptional service. Seeking a challenging role as an Service Delivery Manager where I can utilize my skills in client management, team collaboration, and business development to drive growth and success. As a team player, I am committed to working collaboratively to achieve organizational goals and provide outstanding support to clients and colleagues alike.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
Work History
Assistant Service Delivery Manager
Innovation Technology
01.2018 - Current
- The role is not limited to Technical Support it involves project management and planning also interacting with clients in US on regular basis to plan and deploy the projects., with 6 years of experience in Innovation Technology by Design
- Client management, retention, and generating new business requirements for additional revenue
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved problems, improved operations and provided exceptional service.
- Proven ability to learn quickly and adapt to new situations.
- Successfully managed client relationships, increasing retention rates
- Conducted regular performance rating discussions with clients to ensure alignment and satisfaction
- Acted as the central point of communication for addressing any client issues or concerns
- Managed escalations from clients, providing timely and effective resolution
- Defined service improvement plans to address any issues and enhance service quality
- Maintained SLA-based scorecards to track performance and ensure compliance with service level agreements (SLAs)
- People Management and Retention:
- Led cross-functional teams, fostering a collaborative and high-performance work environment
- Defined key performance indicators (KPIs) and key result areas (KRAs) for team members
- Implemented scorecard-based rating systems to evaluate performance objectively
- Conducted performance appraisal discussions to provide feedback, set goals, and promote professional growth
- New Business Development:
- Proactively pursued and exceeded new business targets
- Leveraged collaborative methodologies to propose innovative solutions and generate additional revenue
Manager IT Operations
Symsafe India Pvt Ltd
04.2016 - 01.2018
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Core Expertise:
- Introduced new methods, practices, and systems to reduce turnaround time.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Assistant Manager
WMW Mercantile Pvt. Ltd
Jaipur
08.2014 - 03.2016
- VMware
- VM machine creation and VM maintenance and trouble shooting
- Resolve the performance issue of the VMs
- VM migration, Snapshot recovery, Update the patches on ESX
- Working experience with vSphere systems administration and support including VMotion, HA, DRS, VDS, Affinity rules, VCenter,
- Working experience with vSphere Thin Provisioning, Resource Pools, Host Profiles
- Working experience with configuring and deploying VMware ESX on HP Proliant servers and HP Blade
- Resolve the performance issue of the VMs
- VM migration, Snapshot recovery, Update the patches on ESX
- Managing and maintaining DHCP, DNS and IIS Server using Windows Server 2012
- Managing and maintaining Microsoft Exchange Server 2013
- Adding and managing users
- Server Maintenance
- Multiple domains on single Exchange server
- Multisite routing using additional Exchange server in same domain
- Backup using Symantec Backup Executive 2014
- Data backup and E-Mail backup
- Managing and maintaining EMC storage using File Share, VM Ware Host and Exchange Server Database
- Antivirus Server (Kaspersky Endpoint Security)
- Website hosting and managing A, MX and PTR records on reseller hosting and Direct I domain hosting panel.
Network Administrator
Wires & Fabriks (S.A) Ltd
Jaipur
02.2012 - 07.2014
- Wires & Fabriks is a leading industry in Jaipur producing various products for Paper Industries
- I am working as a System & Network Administrator managing Servers and Network for Main office and four other branches in India
- Managing and maintaining DHCP, DNS and IIS Server using Windows Server 2008
- Managing and maintaining Microsoft Exchange Server 2010
- Adding and managing users
- Server Maintenance
- Multiple domains on single Exchange server
- Multisite routing using additional Exchange server in same domain
- Managing and maintaining Blackberry Enterprise Server linked with Exchange server 2010
- Backup using Symantec Backup Executive 2010 R2
- Data backup and E-Mail backup
- Managing and maintaining EMC storage using File Share, VM Ware Host and Exchange Server Database
- VM Ware VSphere server with failover architecture connectivity with EMC suing SAS
- Antivirus Server (Symantec Endpoint Protection Manager and Client)
- Symantec Endpoint Manager and client configuration
- Managing Live updates for sites and clients
- Configuring antivirus and antispyware policy
- Removing virus threats and security risks
- Website hosting and managing A, MX and PTR records on reseller hosting and Direct I domain hosting panel
- Worked in New Edge Infosystem as Sr
- Engineer on Servers and Email Messaging solution in Udiapur :
- Tenure:
System Administrator
Cyber Futuristic India Pvt. Ltd
10.2007 - 09.2008
- Managing and Maintaining TeleSynergy Dialers
- Windows Server, Switches (Manageable)
- Linux LTSP server
- Setup for 200 users., About Advaiya: Advaiya is a high-end technology and business strategy firm that provides services to help accelerate the adoption of emerging technology
- Application Technology Consulting in Advaiya
- The main responsibilities are to provide consultancy and managing the internal infrastructure including:
- Exchange Server 2007
- SharePoint Server 2007
- Active Directory
- DNS, Coordinating with different vendors for Hardware, Peripherals and Internet connectivity
- Have the knowledge of Windows Vista, XP
- Responsible for various activity like, Patch upgrade, Antivirus solutions, Service Packs installation on servers.
Customer Support Engineer (FM Engineer)
ETSC Computers Pvt. Ltd
Jaipur
03.2006 - 08.2006
- Responsible for technical support for software and hardware
- Handling remote calls of hutch-shops users
- Support for third party vendors and coordination
- Assisting the IT team in their day-to-day task.
FMS Support Engineer
Sysnet Global Technologies
Udaipur
08.2004 - 07.2005
Education
B.A LL.B -
01.2003 - 07.2006
Bachelor of Arts -
01.2000 - 06.2003
Skills
Service delivery
Client Services
Hiring and Training
Delivery management
Staff Management
Strategic planning
Key Performance Indicators
Operations management
Client needs assessments
Active listening and communication
Client Relationships
Service initiatives support
Teamwork and Collaboration
Excellent Communication
Accomplishments
- Expert in building new POD and Structures according to business requirements.
- Maintaining High NPS scores from customers.
- Supervised team of 120 staff members.
- Collaborated with team of 120 in the development of Automation & Workflows.
- Attended High Impact Leadership workshop by Shiv Khera.
- TCW (The Collaborative Way) Certified trainer.
- Attended training - THE UNIQUE ABILITY®
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Service Delivery Manager - Innovation Technology
01.2018 - Current
Manager IT Operations - Symsafe India Pvt Ltd
04.2016 - 01.2018
Assistant Manager - WMW Mercantile Pvt. Ltd
08.2014 - 03.2016
Network Administrator - Wires & Fabriks (S.A) Ltd
02.2012 - 07.2014
System Administrator - Cyber Futuristic India Pvt. Ltd
10.2007 - 09.2008
Customer Support Engineer (FM Engineer) - ETSC Computers Pvt. Ltd
03.2006 - 08.2006
FMS Support Engineer - Sysnet Global Technologies
08.2004 - 07.2005
Mohal Lal Sukhadia University - B.A LL.B,
01.2003 - 07.2006
Bhupal Nobels PG College - Bachelor of Arts,
01.2000 - 06.2003