Hi, I’m
Dinesh R
service desk lead
Vellore
Summary
Dynamic and results-oriented Service Desk Lead with 4.5 years of proven expertise in managing IT support operations, driving SLA compliance, and leading high-performing teams. Adept at resolving incidents and service requests efficiently while ensuring continuous service improvement. Recognized for strong escalation management and communication skills that align service delivery with business goals.
Experienced IT professional ready to lead service desk operations. Proven track record in managing technical support teams, resolving complex issues, and optimizing service delivery processes. Strong focus on collaboration, reliability, and adaptability to changing needs. Skilled in troubleshooting, incident management, and customer service, ensuring efficient and high-quality outcomes.
Overview
5
years of professional experience
1
Certification
Work History
XSYS Network Solution PVT Ltd
Service Desk Lead
12.2021 - 11.2025
Job overview
- Managed service desk operations, guaranteeing efficient support, and prompt resolution of IT issues.
- Acted as the main escalation contact for critical issues.
- Mentored the support team to encourage continuous learning.
- Enhanced efficiency by optimizing workflows and escalation procedures.
- Evaluated SLA metrics to identify trends and boost service performance.
- Generated detailed monthly performance reports to track progress and identify areas for improvement.
- Analyzed recurring issues to implement long-term solutions in collaboration with other IT teams.
- Supervised IT ticket handling to ensure prompt resolution of challenges.
- Introduced and enforced scalable escalation protocols and ticket management policies, significantly improving operational response times.
- Facilitated network troubleshooting by addressing IP conflicts and diagnosing LAN/WAN connectivity issues.
- Collaborated with network engineers to oversee and escalate alerts related to routers, switches, and firewalls.
- Implemented iOS and firmware upgrades to optimize functionality.
- Implemented SD-WAN solutions to enhance network performance.
- Executed on-site troubleshooting and customer service.
- Set up configurations in VManage and the Meraki Dashboard.
XSYS Network Solution PVT Ltd
Service Desk Associate
05.2021 - 11.2021
Job overview
- Directed daily operations of the service desk, ensuring seamless support and timely resolution of IT incidents and requests.
- Served as the primary escalation point for critical issues; provided 24/7 on-call support as needed.
- Mentored and coached a support team, fostering continuous learning and technical growth.
Education
Kingston Engineering CollegeTamil Nadu, India
Bachelor of Engineering (B.E.) from Mechanical Engineering
05-2019
University Overview
GPA: 6.6 / 10
Skills
Incident & Request HandlingEscalation ManagementSLA ReportingTeam Leadership & TrainingNetworking Fundamentals
Certification
Cisco Certified Network Associate (CCNA)
Timeline
Service Desk Lead
XSYS Network Solution PVT Ltd
12.2021 - 11.2025
Service Desk Associate
XSYS Network Solution PVT Ltd
05.2021 - 11.2021
Kingston Engineering College
Bachelor of Engineering (B.E.) from Mechanical Engineering