Dhaval Shah

• Oversaw IT department operations and training.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support.
• Interacted and negotiated with vendors for application management.
• Conduct monthly review meeting with Leadership team.
• Projects Completed:
  • Ms Azure Implementation for apps.
  • Ziflow Tool Deployment.
  • RezolveAI ticketing tool.
  • Monday.com tool implementation.
  • PowerBI report implementation for clients and users.

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Implemented strategies to increase customer service satisfaction ratings.
• Developed department processes and procedures to boost customer satisfaction.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
• Projects Completed:
  • WIN 10 rollout for all the Knight Frank Offices.
  • SCCM Deployment.
  • Office 365 Deployment.
  • Service Now Deployment.
  • DKIM / Azure Monitoring.
  • Anywhere 365 Deployment.
  • Mobile Iron deployment and Management

• Managed the account Emerson India for FMS Support.
  • Managing 14 Legal entities which are part of Emerson India.
  • Maintaining the P&L and margin for the account.
  • Current Asset count of 9500 spread across Tier 1 and Tier 2 cities.
  • People manager for FTE’s.
  • Managed a team size of 5 TL’s and 54 Engineers.
  • Provide FMS support for Laptops, Desktops, Printers, Scanner.
  • H&E Support for Server and Networking.
  • Conduct Monthly Review Meetings with BU IT Leads w.r.t CSAT, SLA’s, and Issues etc.
  • Conduct weekly team meetings and provide management trainings to the TL’s as and when required.
  • Currently rolling out the Service Desk model for Emerson.
  • Present Quarterly MIS data to Dell Leads.
  • Vendor Management, Billing, Margin, P&L part of KRA.
  Projects Performed in Emerson:
  • Setup Service Desk for 5 Emerson Entities.
  • Implementation of Service Now ticketing tool for Service Desk.
  • Physical HW inventory completed for all 10k Assets spread across India.
  Dhaval Shah - page 2
  • Implementation of Call Process and Closure Procedures as per ITIL Standards
  Project Manager
  HDFC Bank
  Managed Upgradation of approx. 45k assets from WINXP to WIN7 spread across India. Setup the L1
  and L2 Helpdesk for technical support.
  Trafigura Global Services Pvt Ltd:
  • Managed migration of 100 desktops and laptops from WINXP to WIN7 and replacement of 200 old
  machines with new Dell machines.
  Experian Credit Information Security Pvt Ltd:
  • Managed migration of 50 desktops and laptops from WINXP to WIN7 and replacement of 40 old
  machines with new Dell machines
  Senior Team Lead
  JM
  Lotus Notes to Exchange 2013, Lync
  Deployment for approx. 1200 users.
  • Implementation of AD, Lync and Unified Communication Projects for Mastek India and Progility
  Communications.
  • ADRMS implementation for Idea Cellular Ltd.
  Volkswagen India Pvt Ltd:
  • Migration of Laptops and Desktops from WIN7 Professional to WIN7 Enterprise version.
  • SCCM Implementation; – June’13)
  • Successfully handled the Transition from HP EUS to Dell EUS for GE.
  • Implemented the Service Desk for Dell India Remote Support for GE.
  • Handling a team of 30 engineers for GE pan India Operations.
  • Client/IT Leads interaction on weekly basis.
  • Daily analysis of tickets in terms of Resolve SLA with respective BU IT Leads.
  • Leadership call with GE and Dell Leads.
  • SLA review on Weekly basis with GE Leads and the team.
  • Handling +6000 assets.
  • Worked on projects for rolling out Mozy and Autonomy software for backup on all the machines in GE.
  • Completed the refresh of Laptops/Desktop for almost 5000 assets.

Remote Infra Support:
• Providing Support for UK based Capita clients.
• Managing approx. 2000 servers remotely.
• Change Management, Incident Management, Escalation Management.
• Create VM based servers via VMware.
Change Management
• Patching and Deployment of Microsoft patches either via LANDesk, Shavlik or WSUS console.
• Up-gradation of Windows Servers.
• Creation/Deletion/reset password of users via AD.
• Raise Changes according to the client requirement and get the necessary approval of the same.
Dhaval Shah - page 3
Incident Management
• Manage daily monitoring of servers w.r.t Disk space utilization, Processor Usage, Page file, Drive
Management.
• Check the servers for any service alerts, breakdown or hardware failure and co-ordinate directly with
the clients.
• Provide L1/L2 support for all windows-based servers.
Escalation Management
• If any hardware failure or breakdown in the server, then co-ordinate with the Vendors.
• Escalate any issues reported on the server like 0% disk space, Page File etc to the clients.
• Co-ordinate with the local L1 team for any help required

Nomura Services India Private Limited (Nomura Holdings Inc)
Desktop/Laptop Refresh.
• Handling a team of 6 UAT’s (User Acceptance Test), 6 Application Installation engineers and 4helpers.
• Interact with the HOD’s and end users on daily basis and discuss any issues faced during the
migration.
• Co-ordinate with several other IT teams in case of any hardware or software issues.
• Troubleshooting software issues
• Prepare reports regarding daily activity.
• Have team briefing and knowledge sharing activities on daily basis.
• Used PXE/SCCM built for installation of OS on all the 2500 desktops.
• Used SMS server for application installation.
• Test the new software and have them packaged.
• Run health check on all desktops on weekend.
• Co-ordinate with Global heads and Global leads to have this migration completed smoothly.
• Co-ordinate with Regional team if found any bugs or issues in SCCM built or with SMS application.
• Have completed the project in 10 months and now providing daily support to in house users.
• Working with global teams how to efficiently use the SMS application.
• Provide training to the current Service Desk and Desktop team how to use the application

Global Service Desk:
• Coordinating with Vendors like HP for US based companies.
• To provide 1st and 2nd tier support for IT
• Blackberry Support for US and Indian clients.
• Provide support for Microsoft applications, Perforce, Team Track etc.
• Providing AD task like Creation, deletion of users, new user setup etc.
Admin for LANDesk And Clarify:
• SPOC for LANDesk and Clarify systems.
• Provide resolutions for both the software’s and check the servers on daily basis.
• Provide L1 support for Clarify users such as creation of new user id’s, deletion of employees.
Project Manager for BOC (Business Operation Centre):
• Project Manager for BOC which includes three depts. i.e., Clarify, Data Verification and US Billing.
• Handling a team of total 6 people.
Dhaval Shah - page 4
• Preparing daily reports such as calls made, calls verified, tickets etc.
• Prepare Roster and maintain their Attendance sheet.
• Interact with US Clients on weekly basis

IT Infrastructure Management:
• To provide support for 2500 applications for Lehman Brothers
• Taking care of patches and AV updates for infra via EMS, SMS and LANDesk.
• Handling and providing 2nd tier support for Fixed Income Division, Bond Trading, and InvestmentBanking
Division and Equity Research department.
• To setup and look after IT infrastructure for Ceejay House.
• Applications support for Bloomberg, Fidessa, Matrix, NEAT and BOLT. Also to setup and support the
infrastructure requirements on the trading floor.
• Providing Level 1 and Level 2 support for Traders and Users.
• Blackberry support and FAP server support.
• Testing of all Microsoft patches, software and to make sure it is deployed over the weekend on all the
machines via EMS.
• Co-ordinate with the Vendor for Blackberry and Bloomberg services.
• To carry out weekend activities like machine backup, SDP synchronization.
• Supervising the resolution of queries regarding the Information System / Software & extending onsite
support to the clients including maintenance of hardware/software support.
• Troubleshooting problems pertaining to System Performance, Network Administration, Application
Conflicts and System Bugs.
• Handling Incident Management with focus on restoring normal service operations, minimizing impacton
business operations, thus ensuring that best possible levels of service quality and availability
maintenance.
Project: Implementation of FAP server:
• Migration of profiles of 250 users from US Fap server to Ceejay Fap server.
• Transferring the file path and home drive in DRA.
• Currently working on migration of shared drives from US server to local server.
• Maintain the Fap servers and keep a constant track on the available size.
Project: Migration from Outlook 2003 to Outlook 2007 and SP2 to SP3:
• Testing of Internet Explorer 7, Microsoft office 2007 and SP3.
• Installation of core V7 applications (IE 7, Office 2007 and SP3) on 350 machines within a span of 24
hours.
• To make sure the FID add ins are compatible with excel 2007 format.
Achievements:
• Successful implementation of Ceejay Root DFS.
• Successful migration of Data from file servers to Netapp.
• Office 2003 SP3 and Office 2007 rollout.
• Capital Market rollout.
• Netware share and Printer management

• Monitored and maintained network and software components according to established guidelines and best practices.
• Supported global network users with connectivity, VPN, and access issues.
• Established positive working relationships with users to quickly resolve problems.
• Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
• • Monitoring the performance and availability of Servers and Network
  • Taking care of the activities assigned on the servers, desktops and the laptops.
  • As a part of the Helpdesk System, providing support to the end users.
  Interacting with the MSP either on phone or by mail and helping them by remotely logging onto their
  systems for Troubleshooting purposes.
  • To monitor the servers 24*7, and see that the servers are operational and there is no issue with the
  server.
  • To troubleshoot issues related to low disk space, high memory usage, server restart, etc.
  • To make sure that every ticket is closed with the given time frame and the customer is intimated about
  that.
  • Manage Exchange and Backup servers on weekly basis.
  • Troubleshoot the software / windows error messages on the server / desktop.
  • To meet the SLA’s set by the company and the MSP’s.
  • To achieve the CSAT scores set by the company.
  • To study the task and take effective resolution and assign it accordingly to the appropriate team andthen co-ordinate with the client.

Joined as an junior technical support agent in Dec ‘04
• Was working for DELL computers.
• Prepare reports for every agent regarding the performance and their communication skills.
• Helping the team with technical assistance for achieving good customer satisfaction.
• Handling escalation calls and make sure that the customer is satisfied at the end.
• To see whether the dispatches created are correctly assigned or not.
• To maintain the AHT, break management and week-offs set by the company.
• To achieve the CSAT scores set by DELL.
• Help the outbound agent in providing resolutions.
Responsibilities as a Junior technical support agent:
• Worked for complete hardware/software trouble shooting for the dimension systems.
• Support Dell Dimension systems for US home users.
• Guiding / assisting the customers in Understanding / Diagnosing / Troubleshooting and fixing up
hardware issues.
• To troubleshoot windows related error messages, OS reinstallation, Drivers and Applications
installations.
• Handling escalated calls, unresolved issues and intermittent issues if needed.
• Make sure every call handled is an appreciated call.