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
undefinedAccomplishments
- 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
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