HITESH YADAV

Monitor and manage SLAs, KPIs, SNOW reporting, dashboards, Quality management, SLA exceptions, CSAT, Ticket auditing, User enablement trainings, forecasting and cost control, Anticipate, plan for, and meet increase in customer needs and service levels. Developing and implementing IT support policies and procedures.

· Providing end-user technical support and Managing IT

Infrastructure including Desktop, Laptops, Servers, Routers, Switches, Printers, Mobile devices, IMACD procedures, Incident and Change management, O365, PCLM management, Build upgrade of Windows 10&11, Trade Floor Support, Project management, VIP and Executives support, User training, Documentation, Creating knowledge articles, Market data application support, Immersive Telepresence Support, Mobility

Solutions, Purchasing and Procurement.

• Continuously evaluated the performance and capacity requirements of the company's trade support infrastructure managed through various network and software changes, making recommendations to senior management on any necessary upgrades or enhancements.
• Reduced system downtime with proactive monitoring and maintenance of Trade floor support environment.
• Installed, supported and maintained company hardware and software infrastructure according to best practices.

• Self-motivated, with a strong sense of personal responsibility.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proved successful working within tight deadlines and a fast-paced environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
• Improved user experience, monitoring feedback and making necessary adjustments to software applications.
• Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
• Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
• L2&L3 Incident and Change management, Data center management, Conducting BCPs, Network SPOC- new ODC setup for Air Gapped, Firewall Separated, General or Base Lan, link setup, Handling network outages at Centre, Audit Preparation, Users & computers reconciliation, Resolve NCs raised by auditors.

• Resident engineer for Infrastructure management project under Internal IT providing inbound IT infrastructure support to TCS employees (5000+), Windows & Server administration, Application Support (Oracle, HP, Citrix etc.), Administration of DHCP, DNS, WLAN, VC Support, Handle helpdesk calls.