Gaurav Gagan
Noida
Summary
Dynamic EUC Manager at CMS IT Services PVT LTD, skilled in virtualization and project management. Successfully enhanced team capabilities through mentorship while optimizing IT support performance. Proven ability in managing SLAs and fostering team collaboration, ensuring compliance and efficient resource allocation. Passionate about driving continuous improvement in technical environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
EUC Manager
CMS IT Services PVT LTD
Noida
07.2023 - Current
- Led and mentored a 35-member team, ensuring project completion within budget, and addressing knowledge gaps.
- Facilitated clear communication between clients, internal teams, and field personnel regarding project status and updates.
- Customized ticket analysis and SLA compliance reports in Service Desk Plus to optimize IT support performance.
- Analyzed and maintained asset inventory data in Service Desk Plus; ensured accuracy through monthly audits.
- Ensured resource availability, and facilitated clear communication among clients, teams, and field personnel.
- Provided performance insights by analyzing resolution times, trends, and technician efficiency.
- Managed endpoint and software compliance using Endpoint Central/ManageEngine.
- Configured VMs in Azure; optimized performance and security of virtualized environments.
- Led Windows Server patching, applied security hardening, and optimized VM performance.
- Performed VMware Tools upgrades on VMs to ensure optimal performance and functionality.
- Managed Unity/SC8000 storage systems, creating and configuring LUNs to ensure scalable and efficient storage for the virtualized infrastructure.
- Documented and coordinated support calls with OEM teams to resolve hardware/software issues efficiently.
Technical Support Team Leader
ACL Digital PVT LTD
Kolkata
01.2019 - 02.2023
- Familiar with fundamental stages of ITIL lifecycles.
- Supported team members in enhancing process quality.
- Working on HPSM & BMC Tools to monitoring application and data
workflow orchestration on premises or as a service (to build, define, schedule, manage, and
monitor production workflows, ensuring visibility, reliability, and improving SLAs). - Managed SLAs and ensured compliance with timelines.
- Assessed server status by tracking storage, CPU usage, and application efficiency with a vSphere client.
- Managed daily operations within Major Incident Team, ensuring timely completion of tasks.
- Managed critical production issue escalations with both client and backend teams.
- Organized and shared daily, weekly, and monthly call logs with clients.
Desktop Support Engineer
Acute Informatics PVT. LTD.
Gurgaon
08.2016 - 12.2018
- OS Installation of Windows XP, and Windows 7,8,10.
- MS outlook configuration, Outlook backup & restore and troubleshooting.
- Maintenance, Troubleshooting of Desktop Pc's, Laptops, etc.
- Installation and troubleshooting of network equipment's Such as Computer, Printers, Scanners, Cameras, and Hardware peripherals and IP Printer, IP phone etc.
- Maintenance of Switches, Cabling, patching, and LAN troubleshooting.
- SAP Installation and Configuration.
- Installing and monitoring Symantec Endpoint Protection for end user machines
- Assigning File and Directory Permission..
- Detect security issue, create customer tickets and manage problems until closure.
Education
Bachelor of Technology - Electronics and Communications Engineering
Oriental University
Indore2016
Skills
- Technical Analysis
- BMC HPSM Service Desk Plus
- Troubleshooting
- Manage Engine
- VMWare
- Storage
- MS Office
- MS Azure
- Teams Administrator
- Project Management
- Customer Handling
- Major Incident Management
- Basic Networking
- Virtual machine configuration
- Service level agreements
- Task prioritization
- Team collaboration
- Decision-making
- Reporting and documenting
- Endpoint management
Certification
- Azure Administrator Associate by Microsoft (Global Certificate): AZ-104
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Timeline
EUC Manager
CMS IT Services PVT LTD
07.2023 - Current
Technical Support Team Leader
ACL Digital PVT LTD
01.2019 - 02.2023
Desktop Support Engineer
Acute Informatics PVT. LTD.
08.2016 - 12.2018
Bachelor of Technology - Electronics and Communications Engineering
Oriental University
Similar Profiles
Nikita ArsuleNikita Arsule
IT Helpdesk at CMS IT services pvt ltdIT Helpdesk at CMS IT services pvt ltd
SAURABH PATHAKSAURABH PATHAK
Associate Engineer at CMS IT Services PVT LTDAssociate Engineer at CMS IT Services PVT LTD
HEMANT CHARYAHEMANT CHARYA
Assistant Manager - Revenue Assurance & Receivable at CMS IT Services Pvt. Ltd.Assistant Manager - Revenue Assurance & Receivable at CMS IT Services Pvt. Ltd.