Keshav Kumar Mishra

• Managing and supporting over 3000+ IT assets and 1000+ staff (field, branch, and RO users) across 60+ branches in Jharkhand.
• Providing comprehensive IT support for devices including tablets, biometric devices, desktops, laptops, printers, routers, switches, and wireless access points (WAP).
• Leading IT asset management lifecycle — procurement planning, deployment, tracking, and disposal, ensuring compliance with company policies.
• Handling ticket management, incident resolution, and service request fulfillment through internal tools within defined SLAs.
• Coordinating branch rollout activities, IT readiness, and implementation of infrastructure setups for new/existing branches.
• Managing field engineers, scheduling site visits, ensuring service uptime, and auditing IT performance at remote branches.
• Responsible for ISP coordination, internet link uptime, backup connectivity, and billing & documentation for service providers.
• Addressing Windows OS-related issues, application support, patch updates, and ensuring compliance with IT security norms.
• Supporting deskside operations at RO and guiding remote users through remote support tools.
• Conducting monthly IT audits and surprise visits at branches to ensure infrastructure and data security compliance.
• Engaged in roster-based shifts (morning & night) ensuring 24x7 support readiness.
• Supporting cash management at branch level by ensuring uninterrupted system and biometric device functioning.

Location: Directorate of Agriculture, Ranchi, Jharkhand
Project: NeGPA (National e-Governance Plan for Agriculture) – Central Government Project
Client: HP (Hewlett-Packard)

Responsibilities:

• Acted as IT Coordinator on behalf of HP under the NeGPA Central Govt. project, deployed at Directorate of Agriculture, Ranchi.
• Provided end-to-end coordination and technical support across various departments such as Horticulture, Fisheries, and Agriculture at Directorate, District, and Block level offices throughout Jharkhand.
• Handled installation, configuration, and troubleshooting of HP-supplied equipment including desktops, printers, UPS, and kiosk systems.
• Managed ticketing system and ensured resolution of incidents/requests within defined SLAs.
• Maintained asset records and reported machine issues/escalations to HP's central support team.
• Monitored and guided field engineers deployed across Jharkhand for on-site issue resolution.
• Ensured periodic feedback and reporting to HP's regional project team regarding support status and performance metrics.

Location: Directorate of Agriculture, Ranchi, Jharkhand Project: NeGPA (National e-Governance Plan for Agriculture) – Central Government Project Client: HP (Hewlett-Packard)

Responsibilities:

• Acted as IT Coordinator on behalf of HP under the NeGPA Central Govt. project, deployed at Directorate of Agriculture, Ranchi.
• Provided end-to-end coordination and technical support across various departments such as Horticulture, Fisheries, and Agriculture at Directorate, District, and Block level offices throughout Jharkhand.
• Handled installation, configuration, and troubleshooting of HP-supplied equipment including desktops, printers, UPS, and kiosk systems.
• Managed ticketing system and ensured resolution of incidents/requests within defined SLAs.
• Maintained asset records and reported machine issues/escalations to HP's central support team.
• Monitored and guided field engineers deployed across Jharkhand for on-site issue resolution.
• Ensured periodic feedback and reporting to HP's regional project team regarding support status and performance metrics.

Location: Directorate of Agriculture, Ranchi, Jharkhand Project: NeGPA (National e-Governance Plan for Agriculture) – Central Government Project Client: HP (Hewlett-Packard)

Responsibilities:

• Acted as IT Coordinator on behalf of HP under the NeGPA Central Govt. project, deployed at Directorate of Agriculture, Ranchi.
• Provided end-to-end coordination and technical support across various departments such as Horticulture, Fisheries, and Agriculture at Directorate, District, and Block level offices throughout Jharkhand.
• Handled installation, configuration, and troubleshooting of HP-supplied equipment including desktops, printers, UPS, and kiosk systems.
• Managed ticketing system and ensured resolution of incidents/requests within defined SLAs.
• Maintained asset records and reported machine issues/escalations to HP's central support team.
• Monitored and guided field engineers deployed across Jharkhand for on-site issue resolution.
• Ensured periodic feedback and reporting to HP's regional project team regarding support status and performance metrics.

• Provided on-site IT support to Wipro’s multiple clients, primarily in Banking and Financial Services sectors.
• Responsible for installation, configuration, and troubleshooting of desktops, laptops, printers, and scanners.
• Supported network connectivity issues, including LAN, Wi-Fi, and VPN configurations.
• Assisted with user account management, email configuration, and Microsoft Office 365 support.
• Handled incident and service requests through internal ticketing tools, ensuring SLA adherence.
• Coordinated with backend teams for escalated technical issues and vendor support.

• Worked as a field engineer, providing IT support to Aforeserve clients including Airtel Bharti and United Bank of India.
• Performed on-site troubleshooting and maintenance of desktop PCs, printers, and basic networking equipment.
• Handled service calls related to hardware replacement, software reinstallation, and minor server issues.
• Maintained service logs and updated client records post-call resolution.
• Coordinated with team leads and service managers to resolve escalated issues efficiently and professionally.
• Installed, configured, and maintained customer networks.
• Coordinated with other departments to resolve cross-functional issues.
• Managed and monitored customer support tickets, ensuring timely resolution and follow-up.