KRISHNAKANT PANDEY
Ahmedabad
Summary
Hardworking and ambitious Deputy Manager with a 15 year background in the IT & FINANCE industry. Exceptional leadership and mediation traits. Dedicated to ensuring all associates provide the highest level of customer service.
Overview
17
17
years of professional experience
Work History
Deputy Manager IT Infra Support
Baroda Global Shared Services Limited
Gandhinagar
2023.01 - Current
- Define project schedules, allocate resources, and monitor progress.
- Developed and implemented new procedures to improve efficiency of the organization.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Coordinated with other departments to ensure smooth functioning of activities.
- Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
- Prepared monthly progress reports detailing achievements against set targets.
- Worked closely with customers to understand needs and resolve diverse issues.
- Distributed in-depth progress and status reports to upper management and other appropriate stakeholders.
- Enforced company policies and procedures to strengthen operational standards across departments.
- ISO 9001:2015 Certified and Internal Auditor
- Participant in ISO 27001: 2013 Company Audit and successfully completion with External Audit for company
- Leading Infra Support and prompt response for End users reported issues resolution
- Office 365 Email Licenses Part management and technical support
- Managing Indent & PO finalization for New IT requirement, like (purchase, Product Renewal Hardware / Software, Servers & OS License up gradation and renewal.) Excellent control on compliance part
- Communication with internal/ External clients to determine specific requirements and expectation; managing client expectations as an indicator of quality
- Direct contact for Senior Level Management technical support and prompt response of reported concern related to IT and Non IT require support
- Team Shift and Roster Management
- Vendor Management
- Capacity Management
- Recruitment and Training of new IT resources
- Conducting IT induction for new joiners
- SOP creation on various new processes and procedures
- Lead for Infra Support I had to ensure all IT issues are resolved within the timeline
- Managing entire employee life cycle management starting from recruitment, training, managing team, etc
- Auditing all incidents which are being taken care of by the team
- Knowledge of Ticket creation and management using tool Manage Engine, OTRS Ticketing Tool and Fresh desk tool Deep Knowledge and leading ticketing team
- Also Responsible for the escalated ticket within define TAT
- Handling escalations from business and resolve within SLA
- Make sure SLA is met for all tickets
- Developing and overseeing SMART goals for the team
- IT Budgeting, KPI Goal Setting, and Training for new IT staff
- Define project schedules, allocate resources, and monitor progress.
- Developed and implemented new procedures to improve efficiency of the organization.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Coordinated with other departments to ensure smooth functioning of activities.
- Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
- Prepared monthly progress reports detailing achievements against set targets.
- Worked closely with customers to understand needs and resolve diverse issues.
- Distributed in-depth progress and status reports to upper management and other appropriate stakeholders.
- Enforced company policies and procedures to strengthen operational standards across departments.
Assistant IT Manager
Home Credit India Private Ltd.
AHMEDABAD / GURGAON
2015.05 - 2022.11
- Designs and implements IT strategies and infrastructure
- Assesses need for new equipment and software
- Vendor Management
- Capacity Management
- Recruitment and Training of new IT resources
- Conducting IT induction for new joiners
- SOP creation on various new processes and procedures
- Being site lead for West Horizon I had to ensure all IT issues are resolved within the timeline
- Auditing all incidents which are being taken care of by the team
- Knowledge of Ticket creation and management using tool CMDB OTRS and leading ticketing team
- Also Responsible for the escalated ticket within define TAT
- Approx
- 2000+ ticket closer per month and Manage Ticket team Roster shift wise
- Handling escalations from business and resolve within SLA
- Make sure SLA is met for all tickets
- For repetitive incidents creating KEDB and reference documents
- Managing entire employee life cycle management starting from recruitment, training, managing team, etc
- Managing a team of 12 Engineers and supporting
- Developing and overseeing SMART goals for the team
- IT Budgeting, KPI Goal Setting, and Training for new IT staff
- Plan and implement project rollouts like technical
- Software/hardware upgrades
- Define project schedules, allocate resources, and monitor progress.
System Support Engineer
Microlink Solutions Private Limited
AHMEDABAD
2010.08 - 2015.05
- Network Maintenance & Administration at Remik Territory
- WI-Fi Network Setup, Implementation & Maintenance, Servers Maintenance
- 12 Branches connectivity and Bandwidth Manage
- Coordination with Service Providers
- Office equipment's automation
- Security of Data with Virus Free Network & Regular Data Backup
- Software installation and Maintenance
- Monitoring NAS data backup and its restoration
- Installation, Support & patch deployments of Corporate MacAfee Anti-virus suites
- Coordinates and negotiates the purchase of hardware and software and recommends or rejects the product
- Installation & maintain VPN to access various intranet websites
- Maintain documents of work perform during the day
- Configure and implement Remote Access Solution: VPN
- Configuring Network Printers and Scanner Installing MS office and other software suites
- Maintain documents of work perform during the day and shared with Corporate Helpdesk.
Lab In-charge and as a Technical Faculty
Jetking Computer Hardware and Networking Institute
AHMEDABAD
2008.03 - 2010.06
- Managing approx
- 250+ systems Hardware and Networking part
- Video conferencing device connectivity and taking care PM activity on daily base
- Doing Audit of All installed systems in LAP and maintained CCTV control
- Taking care Peripherals Maintenance
- Coordinating with Vendor
- Being a technical faculty also manage lecture of A+ subject and Proxy lectures
- Leading Team with 18 IT engineer's management and their Roster
- Managed stock hardware inventory and assist Manager in generated monthly purchase orders based on approved funding
- Procurement of all office automation equipment's
- Responsible for tracking hardware and software inventory
- Security of Data with Virus Free Network & Regular Data Backup Management of All Office automation items like Servers, Laptops, Printers, Client Nodes, UPS
- Coordinates and negotiates the purchase of hardware and software and recommends or rejects the product.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Support Engineer
HCL (Hindustan Computer Limited)
AHMEDABAD
2007.01 - 2008.02
- Providing In house Desktop Support and Remote Support, Chat support for Clients IT related issues
- Hardware & Software evaluation in the designing and implementation information Systems
- Troubleshooting network connectivity in a LAN environment
- Diagnose and quickly resolve installed Windows/Network applications problems to minimize and reduce downtime for Clients
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, desktop/notebook computers that has authorized access to the network
- Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services
- Responsible for tracking hardware and software inventory
- Troubleshooting Mail system, Lotus Notes in various platforms (Windows xp, Windows 7 etc.)
Education
Diploma in Computer Science -
TEB
01.2008
H.S.C(Science Stream) -
GHSEB
01.2004
S.S.C -
GSEB
01.2002
Skills
- Operations Management
- Task Delegation
- Quick decision-making abilities
- Performance Improvements
- Decision-making capabilities
- Conflict resolution expertise
- Employee Performance Evaluations
- Staff Management
- Workload Management
- Customer Relations
- Policy Enforcement
- Team motivation
Current Organization
Home Credit India Finance Pvt Ltd.
Current Location
Ahmedabad
Major Skill Sets
Information Technology Management & Technical Support
Personal Information
- Notice Period: 3 Month
- Date of Birth: 11/13/86
Languages
- English
- Hindi
- Gujarati
Languages
French
First Language
Timeline
Deputy Manager IT Infra Support
Baroda Global Shared Services Limited
2023.01 - Current
Assistant IT Manager
Home Credit India Private Ltd.
2015.05 - 2022.11
System Support Engineer
Microlink Solutions Private Limited
2010.08 - 2015.05
Lab In-charge and as a Technical Faculty
Jetking Computer Hardware and Networking Institute
2008.03 - 2010.06
Customer Support Engineer
HCL (Hindustan Computer Limited)
2007.01 - 2008.02
Diploma in Computer Science -
TEB
H.S.C(Science Stream) -
GHSEB
S.S.C -
GSEB
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