Kaushik Panchal
Mumbai
Summary
Experienced with overseeing IT operations and ensuring seamless functionality of systems. Utilizes strong leadership and strategic planning to drive operational success. Track record of implementing process improvements and managing cross-functional teams effectively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Operations Manager
TeamQuest Consultant Pvt. Ltd
11.2024 - 04.2025
- Led a cross-functional team of 110+ IT professionals across multiple regions (India), ensuring smooth operations and high team performance.
- Managed SLA’s, ensuring that IT services met or exceeded performance standards, leading to improved client satisfaction and business continuity.
- Including infrastructure management, application support, incident management, and change management to ensure minimal downtime and optimal performance.
- Define escalation paths for critical issues, ensuring quick resolutions.
- Prioritize cybersecurity measures such as strong authentication, encryption, and regular security audits to protect data across the team.
- Create feedback loops where team members can suggest improvements for IT operations and processes.
- Client: DHL Logistics
IT Manager
Smart Express Pvt Ltd
08.2022 - 11.2024
- Perform ongoing support and maintenance of all hardware, software, and network components
- Monitor the 185-location IT operations.
- Maintains a safe and secure work environment.
- Initiates, coordinates, and enforces systems, policies, and procedures.
- Vendor Management
- Asset Management
- Service request and Incident Management
- Team Management
- Manage and lead regional IT projects
- Build strong working relationships with IT service providers.
- Manage a team of IT specialists
IT Team Leader
DHL Logistics Pvt Ltd
08.2018 - 08.2022
- Good leadership abilities
- Provides good monitoring of IT team staff work.
- Led the IT Team across a variety of projects.
- Monitored team progress toward timely delivery of goals.
- Managed systems installations and implementations ensured deadlines were successfully met.
- Drafted reports and worked with the management team.
- I Supervised an IT team of 15 people.
Senior Desktop Engineer (DL3)
Motilal Oswal Financial Group
06.2017 - 07.2018
- Responding to the call was logged through the mail and through the Wipro Helpline Tool.
- Implementation and Up gradation of same as well Responsible for Overall Trading System.
- Give remote support. PAN India User’s and Attending the VIP user’s call.
- Follow up and maintain Annual Maintenance of contract with Hardware and Software vendors.
- Installing and Updating Trend Micro antivirus.
- Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
- Performing miscellaneous job-related duties as assigned by the IT manager.
Remote Support Engineer
Acma Computers Limited
08.2015 - 05.2017
- Handling Kaseya antivirus tool
- Handling all organization clients remotely
- Coordinate with vendor (Canon, IBM, HP, Lenovo, Toshiba as related to desktop and laptop)
- Maintaining NTBACKUP of Weekly full, Incremental, Differential Backup Process.
- Email ID creation and Configuration in Outlook, Windows live mail and Outlook Express.
Helpdesk Engineer
IT SOURCE TECHNOLOGIES
05.2012 - 01.2014
- Handling Live NCB Migration Project for HDFC Bank from Finware to New Core Banking (NCB) Flexcube application.
- Providing Technical Support to HDFC Bank Employees PAN India.
- Installation and troubleshooting on NCB (Flexcube) Application.
- Handling Incident Tickets logged in USD i.e. Unicentral ServiceDesk Tool by HDFC Users.
Onsite Support Engineer
REDHAT INFOCOM PVT LTD
06.2011 - 05.2012
- In Hardware (Disk operating system, Microsoft windows, booting sequence, Installation of windows, Managing Application on windows, outlook, PC Assembling, and Troubleshooting)
- Installation of All operating systems on customize windows with patches.
- Installation of all drivers, software, all Antivirus patches.
Education
Bachelor of Science - Information Technology
SMU
Diploma - IE
Mumbai University
High School - SSC
Maharashtra State Board
Skills
- IT Service Delivery
- ITIL Foundation
- IT Operations Management
- Program Management
- End User Support
- Infrastructure Management
- Asset Management
- Technical troubleshooting
- Team Management
- Vendor Management
- Service now tool
- Service-Level Agreements (SLA)
- Service Desk
- Microsoft Windows
- O365 Administration
- Cloud Services
- IT compliance
- Stakeholder communication
Projects
- Windows Migration Project – Successfully led the migration of enterprise systems from legacy Windows OS to Windows 10 & 11, ensuring minimal downtime and data integrity.
- Active Directory Cleanup Project – Conducted a comprehensive audit and cleanup of Active Directory, removing stale objects and optimizing group policies for better security and performance.
- SD-WAN Implementation – Deployed and configured SD-WAN across multiple locations to enhance network performance, reliability, and centralized management.
- Major Site Shifting – Executed end-to-end IT infrastructure relocation for a major site, including network setup, user migration, and minimal business disruption.
- Server Shifting with Timeline – Planned and executed time-bound server migration across data centers, ensuring zero data loss and minimal operational downtime.
Certification
AXELOS Global
ITIL Foundation 2018 Certified
CMS:
Hardware & Networking
Languages
English
Hindi
Marathi
Gujarati
Timeline
IT Operations Manager
TeamQuest Consultant Pvt. Ltd
11.2024 - 04.2025
IT Manager
Smart Express Pvt Ltd
08.2022 - 11.2024
IT Team Leader
DHL Logistics Pvt Ltd
08.2018 - 08.2022
Senior Desktop Engineer (DL3)
Motilal Oswal Financial Group
06.2017 - 07.2018
Remote Support Engineer
Acma Computers Limited
08.2015 - 05.2017
Helpdesk Engineer
IT SOURCE TECHNOLOGIES
05.2012 - 01.2014
Onsite Support Engineer
REDHAT INFOCOM PVT LTD
06.2011 - 05.2012
Bachelor of Science - Information Technology
SMU
Diploma - IE
Mumbai University
High School - SSC
Maharashtra State Board
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