Keshav Yadav

• IT Service Delivery & Operations

- Lead and mentor IT support staff, ensuring high performance and collaboration.

- Oversee daily IT operations with 99.9% uptime across enterprise systems.

- Drive SLA compliance by managing incident and service request lifecycles.

• End‑User Computing & VIP Support

- Provide priority technical support to executives and VIPs, achieving 95% satisfaction.

- Administer and optimize O365, Outlook, and collaboration tools.

- Deliver seamless end‑user computing experiences across desktops, laptops, and mobile devices.

• Active Directory & Infrastructure Management

- Configure and manage AD roles, group policies, and delegated permissions.

- Troubleshoot DNS, DHCP, and network issues to maintain secure connectivity.

• Asset Lifecycle Management

- Oversee procurement, deployment, maintenance, and retirement of IT assets.

- Maintain accurate inventory records for hardware, software, and licenses.

- Ensure timely upgrades and replacements to minimize downtime.

• Compliance & Governance

- Enforce organizational policies for asset usage and security.

- Ensure compliance with licensing agreements and ITIL standards.

- Conduct periodic audits to identify discrepancies and risks.

• Optimization & Cost Control

- Track asset utilization to reduce waste and optimize performance.

- Negotiate with vendors for cost‑effective procurement and renewals.

- Implement asset tracking tools to improve visibility and reduce losses.

• Process Improvement & Security

- Streamline IT workflows, reducing ticket backlog and improving resolution speed.

- Enforce endpoint security policies,

• Achieved a 95% first-contact resolution rate, enhancing customer loyalty
• Developed comprehensive documentation, streamlining support processes
• Trained and mentored junior engineers, improving team efficiency.
• Resolved complex issues swiftly, reducing average resolution time.

• Provide technical assistance to end‑users via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems to higher‑level support teams when required.
• Conduct routine system health checks and performance monitoring.
• Apply antivirus updates and security patches.
• Report recurring issues for root cause analysis.

• Provide first‑level technical support for desktops, laptops, and peripherals.
• Diagnose and resolve hardware/software issues, escalating complex problems to L2/L3 teams.
• Assist users with login, password resets, and basic application support.
• Install and configure operating systems (Windows/Linux/macOS) and standard applications.
• Set up new user accounts, profiles, and email configurations.
• Perform basic network connectivity checks (Wi‑Fi, LAN, VPN).
• Log, track, and resolve tickets in the help desk system.
• Support printers, scanners, and other office devices.
• Replace faulty components (RAM, HDD, keyboard, etc.) under guidance.
• Maintain inventory of desktop hardware and accessories.