Densil Vincent
Service Management / Project Management
Fort Kochi
Summary
Professional in IT support, prepared to lead service desk operations with focus on efficiency and reliability. Extensive experience in managing shift schedules and resolving technical issues effectively. Known for strong team collaboration and adaptability to changing needs. Skilled in problem-solving and communication, ensuring dependable support.
Overview
16
16
years of professional experience
2008
2008
years of post-secondary education
7
7
Certificates
Work History
Project Coordinator
Mindcurv Group by Accenture Song
10.2019 - 04.2025
- Conducted comprehensive risk assessments and implemented management strategies to mitigate potential roadblocks.
- Managed infrastructure and software projects.
- Developed and implemented structured strategies to meet framework requirements for client reports.
- Owned product roadmaps for projects, performed key techno-functional responsibilities, and conducted gap analysis for the proposed solution.
- Created sprint plans, tracked progress, and communicated project status to stakeholders.
- Assisted product owners in story-mapping exercises to determine which features should be included in future releases.
- Organized Sprint demos for stakeholders to showcase completed work items.
- Overlooked budget oversight, expense tracking and milestone communication to stakeholders.
- Provided guidance and support to team members when needed, to meet project objectives.
- Utilized Agile methodologies including Kanban and Scrum efficiently.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Evaluated employee performance regularly, providing constructive feedback and coaching for continuous improvement.
Technical Support Team Lead
Infoblox Software Pvt Ltd
10.2018 - 09.2019
- Executed ITSM dashboards for real-time SLA and OLA monitoring, securing 100% incident resolution within the SLA period.
- Handled crucial customer incidents, ensuring effective communication, actions, and necessary escalations.
- Managed incident timelines to support comprehensive root cause evaluations.
- Assisted in the development and updating of technical documentation and support guides.
- Partnered with technical staff to identify and resolve persistent client issues.
- Conducted analysis to optimize operational workflows.
Shift Lead - Global Service Desk
Dimension Data Pvt. Ltd
08.2015 - 10.2018
- Coordinated tasks to maintain continuous single access point for immediate assistance needs.
- Lead team of 25 members in managing Global Service Desk operations across email, chat, and phone platforms.
- Maintained a 90% success rate, and processes and procedures were kept up to date and accurately reflected customer environments and requirements.
- Executed periodic evaluations of Service Desk ticket logs to ascertain opportunities for improving processes.
- Maintained and updated knowledge base documentation for recurring issues.
- Decreased errors by 80% due to multiple business rules.
CTS Analyst - Global IT Service Desk
IBM India Pvt Ltd
12.2012 - 01.2015
- Successfully resolved enterprise application issues and malware.
- Provided support for NEA, SAP, and VAX systems, which increased department efficiency by 95% by limiting downtime resulting from application failures.
- Troubleshoot desktops, laptops, printers, and peripherals, handle backups, and administer user profiles.
L2 - Remote Infrastructure Management
Infinite Computer Solutions
10.2010 - 11.2012
- Provided L2 technical support, including building/deploying computers, operating systems, Wi-Fi /printer management, mobile device management and processed security requests.
- Performed service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery.
Trainer - Freelance
Institute for Advance Studies
01.2009 - 07.2010
- Educated students in the fundamentals of Engineering Graphics.
- Provided comprehensive feedback on student progress, including areas for improvement and successes.
- Maintained up-to-date knowledge of curriculum changes and educational practices to provide current and effective tutoring.
- Counseled struggling learners on how best to approach on the subject.
- Trained 35 students.
Education
Bachelor of Engineering - ECE
V.S.B. Engineering College
Karur, Tamil Nadu, India12-2008
Skills
Business Acumen
Certification
Project Management Professional (PMP), 3838068
Accomplishments
- Single-handedly set up L1-DevOps Service Desk Team in Mindcurv
- Setup and executed operations to set up the new GDC office with 7 Service Desk teams in Dimension Data in Europe Region
- Trained & mentored new employees through onsite visits at GDC-Prague & setup Omnichannel software as Tools Specialist
- Received appreciation for “Outstanding contribution to Company Transformation Program (PACE 1.0)” from Senior Vice President, Dimension Data
- Received Client Appreciation Letter for creation of Vendor effort analysis report
Timeline
Project Coordinator
Mindcurv Group by Accenture Song
10.2019 - 04.2025
Technical Support Team Lead
Infoblox Software Pvt Ltd
10.2018 - 09.2019
Shift Lead - Global Service Desk
Dimension Data Pvt. Ltd
08.2015 - 10.2018
CTS Analyst - Global IT Service Desk
IBM India Pvt Ltd
12.2012 - 01.2015
L2 - Remote Infrastructure Management
Infinite Computer Solutions
10.2010 - 11.2012
Trainer - Freelance
Institute for Advance Studies
01.2009 - 07.2010
Bachelor of Engineering - ECE
V.S.B. Engineering College
LINKEDIN PROFILE
www.linkedin.com/in/densilvincent
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