Dhruv Bansal
Assistant Manager IT Operations
Noida
Summary
Driven IT Professional with over 7 years of experience in implementation and maintenance of IT Infrastructure. Proven ability to work independently with minimal supervision, a self-motivated self-starter that can initiate ideas and take ownership of work. Skilled at troubleshooting, IT procurement, communication and collaboration and dedicated to providing best-in-class IT service. Willing to relocate to: Gurgaon, Haryana - Noida, Uttar Pradesh - Greater Noida, Uttar Pradesh
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager IT
Inizio Advisory
03.2022 - Current
- Working on Security tools, including Anti-virus, Web & email filtering (Zscaler, Mimecast, MFA)
- Device management & reporting (SCCM, Intune & Jamf)
- Office, 365, Exchange, SharePoint, Microsoft Teams for business
- Group policy derivation & management Scripting (Powershell)
- Act as an escalation point for issues and problems
- Documentation of processes and procedures in the form of SOPs and/or work instructions
- Build the teams Knowledgebase, including the development and update of documentation & ensure knowledge dissemination and take training as required
- Independently managing and directing the daily activities of Service Desk operations
- Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs
- Supervising, planning, and managing functions concerned to Service Desk operations
- Conduct regular team meetings and one on one sessions with the teams
- Manage overall reporting and MIS
- Ensure active engagement with key stakeholders/colleagues periodically
- Partner with business managers and process owners to identify opportunities for process and service desk improvements
- Collaborate with business team leads.
Interra InfoTech Pvt Ltd
07.2021 - 03.2022
- Coordination between Automation teams and managing the automation tasks for Service Desk
- Coordination between different technology domains like server, network, application and desktop team
- Troubleshooting issues related to endpoint application
- Software Asset Management
- Hardware Asset Management through Service now, tracking of Hardware
- Managing Licensing for Different applications used in the Project
- Administered different portals for licensing and software distribution
- O365 Litigation hold, Retention policies and Administration
- Troubleshooting VPN issues
- Managing the Offboarding and Onboarding task for the Organization
- Manage end-to-end Incident lifecycle including detection, diagnosis, root cause analysis, known error recording, repair and recovery
- Distribution of Software using the SCCM.
Senior Analyst
British Council
07.2018 - 06.2021
- Coordination between different ITSM domains like Incident Management, Service Desk, Problem Management and Change
- Management
- Coordination between different technology domains like server, network, application and desktop team
- Receive and act timely on all Incident records by evaluating, analyzing and accepting or rejecting the newly requested
- Incidents
- Manage risk factors impacting the hardware, software, network and environments of complex systems
- Interfaced with both technical and non-technical individuals providing conflict resolution and problem solutions
- Constituting correctly skilled teams for investigating and resolving the Incidents/Change requests
- Manage end-to-end Incident lifecycle including detection, diagnosis, root cause analysis, known error recording, repair and recovery
- Leading the Reactive and Proactive Problem Management process
- Worked closely with Account Delivery Executive, Account Service manager and Client Delivery managers to streamline the
- Problem Management process to show the real value and excellence
- Driving actions/tasks and all related calls with technical teams, Vendors and customer wherever required
- Reviewing change plans and schedules
- Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
Technical Associate
IBM
02.2017 - 02.2018
- Constituting correctly skilled teams for investigating and resolving the Incidents/Change requests
- Manage end-to-end Incident lifecycle including detection, diagnosis, root cause analysis, known error recording, repair and recovery
- Leading the Reactive and Proactive Problem Management process
- Worked closely with Account Delivery Executive, Account Service manager and Client Delivery managers to streamline the
- Problem Management process to show the real value and excellence
- Driving actions/tasks and all related calls with technical teams, Vendors and customer wherever required
- Reviewing change plans and schedules
- Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.).
Technical Support Executive
Yarich International Pvt. Ltd
02.2016 - 02.2017
- To pro-actively responds to customer fault within defined service levels
- To deliver operational service in 24/7 work environment
- Incident queue monitoring of NGSD to manage customer requests and queries
- Direct engagement by phone with the end client for clarification of information/conformation of completion of request
- Managing 3rd party suppliers for Incident resolution - Providers, Field support team, Cisco TAC.
Education
BSc. -
Amity University
Noida 03.2013 - 03.2016
12th -
Kendriya Vidhyalaya
Noida10th - undefined
C.B.S.E Board
Skills
Project Management
Timeline
Assistant Manager IT
Inizio Advisory
03.2022 - Current
Interra InfoTech Pvt Ltd
07.2021 - 03.2022
Senior Analyst
British Council
07.2018 - 06.2021
Technical Associate
IBM
02.2017 - 02.2018
Technical Support Executive
Yarich International Pvt. Ltd
02.2016 - 02.2017
BSc. -
Amity University
03.2013 - 03.2016
12th -
Kendriya Vidhyalaya
10th - undefined
C.B.S.E Board
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