MOHIT NOTANI
Hyderabad
Summary
Experienced IT Support Manager with a proven track record in managing teams and delivering exceptional customer service. Skilled in driving performance and achieving results through effective communication with technology, executive, and business audiences. Known for being action-oriented and possessing strong people skills, adept at building relationships and fostering collaboration to drive success. Focused on customer satisfaction and committed to excellence, consistently strives to exceed expectations and deliver high-quality solutions.
Overview
13
13
years of professional experience
Work History
IT Support Manager
Ashland India Pvt. Ltd
05.2015 - Current
- Manager of IT Support Analysts and Engineers
- Make sure that the team delivers high-quality incident culture and maintains appropriate departmental documentation.
- Built client relationships by responding to queries, identifying and assessing clients' needs, resolving problems, and
following up with potential and existing clients to ensure satisfaction. - Establish a team culture that allows the team to achieve objectives: Facilitate cooperation, openness, and creativity.
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
- Identified resources needed to complete tasks, resolved personnel issues, and maintained deliverable estimates.
- Creating and reviewing technical documentation like procedural, instructional, and operational guides.
- Negotiate with vendors to procure IT Assets (PCs, Laptops, Peripherals, Mobile Phones, Software, Servers) for an organization.
- Created a process to stock up the inventory and generate a purchase order automatically once the threshold limit is breached.
- Work with various accounts payable teams of different regions on the recharging process for different legal entities.
- Designed, implemented, and monitored integration between applications while coordinating updates and developing test cases.
- Provide access and support to business applications, network drives, security groups, and new hire access to Ashland users.
- Investigate, analyze and resolve system problems and performance issues, and test the behavior, functionality, and integrity of systems.
- Worked on In-house Service-now Implementation integrating with Microsoft Azure.
- Identify efficiency opportunities for service delivery through leveraging tools, automation, and best practices and energize staff to continuously seek new ways of increasing support efficiencies
- Ensured that delivery schedules and milestones were met by coordinating tasks with the business and technology units both internal and external.
- Develops support procedures and strategies for systems, networks, operating systems, and application development.
- Provides technical expertise and direction in support of system infrastructure and process improvements.
- Manage high-priority escalations as appropriate. Respond to escalated customer cases promptly, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication.
- Communicating, educating, and liaising with users and management to ensure awareness and adherence to standards, procedures, and quality control issues and activities.
- Identifying variations and potential high-risk areas in securing adherence to standards & procedures.
- Regularly meet one-on-one with your direct reports, and conduct employee connections and career development discussions throughout the year.
- Assisting in troubleshooting, diagnosing, testing, and resolving system problems and issues.
- Performing organizational systems architecture reviews and assessments, and recommending current and future
hardware and software strategies and directions. - Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.
- Experience in procurement, inventory, and asset management of IT equipment.
- Participate in defining the IT Budget every year which includes hardware and software.
- Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
- Manage and lead a team of Support Engineers with focus on team performance.
- Delivered creative business solutions for complex problems.
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Coached employees through day-to-day work and complex problems.
- Established and implemented effective training programs to maximize team performance.
- Measuring, monitoring, and maintaining the team’s ability to meet or exceed resolution Service Level Agreements (SLA).
- Tracked and documented metrics, and evaluated trends.
- Established team priorities, maintained schedules and monitored performance.
- Prepared quotes for new products and services and composed budgets.
- Managed software licenses, software renewals, software upgrades, and hardware warranties.
- Manage the overall lifecycle of the assets that include all elements of hardware and software used for our business.
- Monitored and analyzed financial, statistical and operational data trends
- · Own the ITAM process and ensure the service owners are responsible for executing it for their service areas.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Introduced a proactive approach to Software Asset Management, anticipating needs and mitigating potential risks before they became issues.
- Reduced software costs for the company with strategic vendor negotiations and bulk purchasing agreements.
- Assisted in creating clear policies surrounding employee software usage, leading to a better understanding and compliance rate among staff.
- Analyzed user feedback regarding software applications, recommending improvements or alternatives when necessary to enhance productivity levels within the organization.
- Improved software asset management processes by implementing an effective tracking system and maintaining accurate records.
Shift Lead
IBM India Pvt Ltd
10.2013 - 04.2015
- Coordinated with cross-department teams like VMware, Linux/Unix, and Support to ensure seamless end-to-end software delivery process.
- Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Led development of new software architecture, significantly reducing system downtime and improving user experience.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Senior Technical Support Engineer
IBM India Pvt Ltd
05.2012 - 10.2013
Technical Support Representative
IBM India Private Limited
06.2011 - 05.2012
Education
PGP - Cloud Computing
Great Learning Hyderabad (Great Lakes E-Learning)
Hyderabad, Telangana09.2019
MBA - Operations
Symbiosis Centre For Distance Learning
Pune, MH2017
Bachelor of Science - Computer Science and Engineering
Guru Nanak Engineering College
Hyderabad2011
Skills
- IT Procurement
- Operations management and support
- People Management
- IT Asset Management (ITAM)
- Vendor Management
- Inventory Management
- Team leadership
- IT Service Management
- Problem-Solving
- Employee Engagement
- End User Support
- Teamwork and collaboration
- Technical support expertise
- Continuous Improvement
- Amazon Web Services (AWS)
- Microsoft Azure
Additional Information
- Member of FunRiders Team at Hyderabad office to conduct employee engagement activities and boost morale.
- Member of Site Leadership Team at Hyderabad to determine local day to day operations for the site.
Accomplishments
- Awarded for Team Collaboration & Leadership at Ashland Highly Achievable Award
- Post Graduate Program Certification in Cloud Computing on AWS, Microsoft Azure & Google Cloud Platform from Great Learning
Additional Projects
Cloud-based file share and sync solution
Implemented a cloud-based scalable and secure file share and sync solution using AWS services. The solution can be easily scaled up to run in your data center or on a public cloud, with its servers, storage etc. completely managed and controlled by your IT team in accordance with a company’s governance and security requirements.
Skills and Tools
VPC, EC2, Security Groups, InternetGateway/Instance, S3
Cassandra Setup | Master-less arch concepts
Install multi-node Cassandra cluster, induce failure, create a keyspace / table and access from the client.
Skills and Tools
Cassandra, BigData
Moving & Deploying a Web App to AWS Fargate
In the last decades, small and large enterprises have invested heavily in developing bespoke applications. Since these applications have been built and enhanced over a period of time, they are complex and any form of re-engineering to convert it to smaller, modular and independently hosted services is difficult. Managed Container Services from cloud providers allows predictable and reproducible packaging of such apps. This project moved & deployed a classical web app to AWS ECS containers.
Skills and Tools
Docker, ECS, Load Balancer, Apache Tomcat
CloudFormation | AWS CLI
Create web server instance in an AZ, Create Target Group, Create Load balancer
Skills and Tools
Cloud Formation Template, AWS CLI
Key Deliverables
Scalable Geo-Distributed Event Registration App on Microsoft Azure
The application is a multi-tenant web application that can onboard thousands of corporations and millions of end users. The app is globally available with automatic geo-failover, as any downtime may cause revenue loss to businesses as end users will not be able to register. Email notifications are sent to end users after successful registration with relevant event information.
Skills and Tools
AppServiceInstances, Azure ActiveDirectory, CDN, Functions, Logic Apps
ITAM Implementation
Hardware Asset Management: Implemented ServiceNow HAM Module for tracking the EUC devices to ensure proper tracking and management, maintain the accuracy of the ITAM repository and managing the lifecycle of the IT Assets with the help of discovery and configuration tools.
Software Asset Management: Implemented Flexera One’s Software Asset Management platform that surpasses simple workflows with intelligent product use rights and algorithms that automate the calculation of software license position, even for the most daunting software from the strategic vendors like Microsoft, Adobe etc.. It is SaaS Management tools that provide unique capability of discovering and managing SaaS applications.
Certification
AWS Cloud Practitioner
Certified Hardware Asset Management Professional (CHAMP)
ITIL V3 Foundation Certified
Lean IT
Yellow Belt Six Sigma
Timeline
IT Support Manager
Ashland India Pvt. Ltd
05.2015 - Current
Shift Lead
IBM India Pvt Ltd
10.2013 - 04.2015
Senior Technical Support Engineer
IBM India Pvt Ltd
05.2012 - 10.2013
Technical Support Representative
IBM India Private Limited
06.2011 - 05.2012
PGP - Cloud Computing
Great Learning Hyderabad (Great Lakes E-Learning)
MBA - Operations
Symbiosis Centre For Distance Learning
Bachelor of Science - Computer Science and Engineering
Guru Nanak Engineering College
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