Mohsin Khan
Mumbai
Summary
Experienced IT Service Delivery Lead with over 25 years of expertise in managing and supporting complex engineering applications and systems. Skilled in producing and maintaining project governance documents, including PIDs, plans, RAID logs, and progress reports. Proficient in managing resources in matrix environments, identifying and mitigating risks, and ensuring timely reporting against milestones. Adept at managing project-related change requests, liaising with stakeholders, and adhering to corporate policies and procedures. Proven ability to support solution design, ensure seamless handover to operational teams, and drive continuous improvement initiatives. Strong expertise in procurement management and handling commercial aspects of project deliverables to align with strategic objectives. Adhere to cybersecurity policies
Overview
28
28
years of professional experience
1
1
Certification
Work History
Infrastructure Engineer – II Regional
General Mills India Pvt Ltd
Mumbai
04.2025 - Current
- IT Operations & End-User Support
Led L2 support for end-user computing, SCCM, Intune, Autopilot, and device lifecycle management.
Ensured SLA/KPI compliance, resolved hardware/software issues, and presented dashboard reports. - Vendor & Procurement Management
Managed vendor selection, SLAs, contracts, and procurement planning for IT infrastructure.
Monitored performance, ensured compliance, and aligned solutions with business needs. - Problem & Incident Management
Owned issue resolution and escalations while ensuring minimal downtime and service quality.
Provided expert support, documentation, and implemented root cause solutions. - Cybersecurity & Compliance
Ensured adherence to cybersecurity policies in coordination with compliance teams.
Monitored, escalated, and addressed non-compliance across systems and processes. - Technology Enablement & Knowledge Sharing
Delivered onboarding, IT training, and user guides aligned with global standards.
Collaborated on new tech rollouts and promoted best practices through OPLs. - IT Infrastructure Management
Managed IT infrastructure, data centers, networks, and AV systems including VC room setups and upgrades.
Regional IT Service Delivery Lead - APAC
Thornton Tomasetti India LLP
Mumbai
02.2012 - 11.2024
- Company Overview: Thornton Tomasetti is a global engineering firm specializing in structural design, building performance, and project management. Established in 1949, the company has expanded to over 45 offices worldwide, including locations in Mumbai, Pune, and Chennai, India. In India, Thornton Tomasetti offers services such as structural analysis and design, project management, and building performance optimization. The Mumbai office, focuses on complex, large-scale projects, including commercial and residential towers in seismic zones.
- Reporting to UK IT Director
- Had a team of 7 IT support technicians working under me
- Oversaw end-to-end project management for various IT initiatives, ensuring timely and budget-conscious delivery.
- Developed comprehensive project plans, timelines, and budgets tailored to client requirements.
- Collaborated with technical leads, developers, and clients to establish objectives and clarify requirements.
- Monitored project progress, proactively managing risks and implementing corrective actions.
- Conducted regular status meetings with stakeholders, providing transparent updates and fostering trust.
- Led post-implementation reviews, assessing project performance to identify opportunities for improvement.
- Managed client relationships, serving as the primary point of contact to address concerns and expectations.
- Delivered projects leveraging Microsoft Solutions, including Dynamics 365 and Azure ecosystems.
- Managed IT services for an IT division
- Managed IT purchasing and vendor relationships
- IT Purchase Management/ Procurement Management
- Vendor Management
- Technical Support
- Provided level 1 and level 2 helpdesk & desktop support for 800 end users across 27 offices all over the region APAC, EMEA & North and Central America.
- Setting up laptops with SCCM (System Center Configuration Manager) and Microsoft Intune Technical steps to ensure efficient device management, security, and configuration
- Had Setup new Datacenter offices in Mumbai, Chennai and Pune
- Having Thorough knowledge of Auto Desk products Experienced IT professional with a solid foundation in engineering product knowledge, skilled in troubleshooting, testing, and optimizing product performance for enhanced operational efficiency
- Collaborated with the engineering team to resolve product issues, ensuring timely delivery of solutions
- Conducted product tests and provided feedback to improve system integration
- Created documentation to enhance knowledge transfer for complex engineering products
- Product Testing Automation for Engineering Laptops DELL / Lenovo
- Reduced manual testing time by 30% by implementing automated scripts for overheating and performance analysis
- Used ServiceNow (Snow) to accurately document, prioritize & track requests
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions
- Maintained equipment inventory lists via Service Now
- Highlight tools used for managing or analyzing engineering products
- Example: CAD Software Integration, System Diagnostic Tools (AutoCAD/Revit/Tekla/BIM 360 / CSI Products.
- Troubleshoot application issues, minimizing downtime and ensuring user satisfaction
- Collaborate with engineering teams to understand requirements and customize software solutions
- Conduct system performance analysis and recommend upgrades or optimizations
- Manage licenses, software updates, and server configurations for engineering tools
- Create and maintain technical documentation, ensuring best practices for application use
- Deliver training sessions to engineering teams on software functionalities
- Had Experience with remote collaboration solutions like MS Teams / VNC / Bomgar
- Reimaged systems with Microsoft Windows Deployment Services (WDS)
- Installed, diagnosed problems, repair, maintain, and upgrade all PC hardware, software, and equipment to ensure optimal performance
- Troubleshoot problem areas (in person, by telephone, or via email) in a timely manner
- Assisted in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring desktop operations
- Trained and orient staff on use of hardware, software, and IT policy and procedures
- Worked with vendor support to resolve technical problems with desktop equipment and software
- Setup new iOS devices on Apple Profile Manager
- Technical Documentation & Training: Developed and delivered documentation and training materials for end-users and technical teams.
- Stakeholder Communication: Effectively communicated with stakeholders to align IT solutions with business objectives.
- Help Desk Ticketing Systems: Experienced with ServiceNow, Nomura, Footprint, and SOS for efficient issue tracking and resolution.
- VMware vSphere: managing virtualized infrastructure, including servers, storage, and networks.
- WDS: Expertise in virtualization and deployment of Windows OS through Windows Deployment Services.
- ITIL: Applied ITIL best practices for IT service management and process optimization.
- POS Systems: Managed and supported point-of-sale systems for business operations.
- Workflow Optimization & Automation: Streamlined workflows and automated processes to increase operational efficiency.
- Database & Server Management for Engineering Applications: Managed databases and servers for engineering tools like CAD, CAM, and CAE.
- Video Conferencing: Supported and managed video conferencing solutions for seamless communication.
- Engineering Application Support: Provided technical support for CAD, CAM, and CAE applications, ensuring optimal performance.
- Application Installation & Configuration: Installed and configured software applications, ensuring alignment with system requirements.
- Troubleshooting & Problem Resolution: Diagnosed and resolved complex technical issues to maintain system stability.
- Integration with IT Systems: Ensured seamless integration of engineering applications with existing IT infrastructure.
IT Assistant Manager
Tulip Edge (A division of Tulip Lab Pvt. Ltd.)
Mumbai
11.2010 - 02.2012
- Company Overview: Here's your information in bullet points:
- IT Procurement and Purchase Management: Analyzed business needs and procured hardware/software to establish IT infrastructure.
- Negotiated vendor agreements and ensured SLA compliance for timely delivery.
- Developed procurement strategies aligned with project goals.
- Managed purchase orders, contracts, and warranties for cost-effective outcomes.
- Coordinated VOIP and data link maintenance with service providers.
- Vendor Management: Built and maintained a reliable vendor network for IT services and products.
- Communicated technical requirements and ensured cost-effective, quality supplies.
- Evaluated vendor proposals and managed hardware/software procurement for Contact Centers.
- Oversaw installation, testing, and IT security policy implementation.
- Technical Support and IT Operations: Provided technical support for servers, ensuring quick issue resolution and high satisfaction.
- Trained employees on IT systems and maintained asset documentation.
- Configured and managed hardware, Active Directory, and Data Center assets.
- Designed and implemented effective helpdesk and support systems.
- Core Skills: IT Procurement & Vendor Negotiation
- SLA Compliance & VOIP Management
- Technical Support & Training
- IT Security Policy Development
- Asset & Documentation Management
Senior Network Engineer
Stream Global Services Pvt. Ltd
Mumbai
07.2008 - 11.2010
- Provided IT support and training
- Troubleshooting of LAN connectivity
- Installed HP Printers Series and Laser Jet Series on standalone and networks
- Installed hubs & switch of 3com and DLINK products
- Worked on Compaq ProLiant Server
- Conducted training for NIIT students
- Maintained uptime for the center PC and server
- Configured DHCP server for Windows 2000 & NT 4.0
- Knowledge of installing ELLIS software for call center training
- Position: Network Engineer
- Period: 18th April 2005 to 17th Dec 2007
- Position: Senior Network Engineer
- Period: Join back on 7th July 2008 till date
Technical Support Engineer
NTS Technology
07.2005 - 11.2007
- Provided technical support and project management
- Migration of Active Directory 2003
- Installation of Exchange 2003 & 2007
- Preparing documentation as per client requirements for new projects
- Worked on Clustering environment for Windows 2003
- Worked on IBM blade server and configuration
- Worked on Acer servers
- Design and implementation of new projects
- Coordinated with clients to understand their requirements
- Installation of POS systems for D DAMAS
Tech Support Technician
Avion Electronics & HCL SupportNet
01.1997 - 11.1998
- Provided computer assembly and support
- Assembled PCs
- Installed HCL Machines for Windows and Networks Environment
- Troubleshooting of LAN connectivity
- Installed software on standalone desktop & LAN environment
Education
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
Diploma - Computer Hardware and Networking
Jet King Institute
IndiaSkills
- Core Competencies in Project Management
- End-to-End IT Project Management
- Comprehensive Project Planning (Timelines, Budgets, Risk Management)
- Microsoft Solutions (Dynamics 365, Azure) Expertise
- Cross-Functional Team Collaboration
- Stakeholder Management and Transparent Reporting
- Post-Implementation Reviews and Continuous Improvement
- Multi-Project Management in Fast-Paced Environments
- Proficiency in MS Project, Words & Excel
- Strong Business Acumen and Client-Focused Approach
- Tools & Technologies
- Project Management Tools: ServiceNow, Footprints
- Collaboration Tools: Microsoft Teams, Zoom
- Microsoft Solutions: Dynamics 365, Azure
- Document Management: SharePoint, Confluence
- Active Directory & Azure: Managed user access and identities, leveraging cloud-based solutions for scalable infrastructure
- VMware vSphere: managing virtualized infrastructure, including servers, storage, and networks
- Servers: Installation and configuration of Dell Power Edge Series servers HP ProLiant DL380G5 & IBM x225 series Servers
- CCNA & MCSE: Certified in networking and systems
- SCCM & Microsoft Intune: Utilized for device management, software deployment, and mobile device management
- VPN Client: Palo Alto / Open VPN / Shrew soft / Cisco
- Software Updates & Patch Management: Ensured security and system stability through timely updates and patches
- Technical Documentation & Training: Developed and delivered documentation and training materials for end-users and technical teams
- Stakeholder Communication: Effectively communicated with stakeholders to align IT solutions with business objectives
- Help Desk Ticketing Systems: Experienced with ServiceNow, Nomura, Footprint, and SOS for efficient issue tracking and resolution
- VMware vSphere: managing virtualized infrastructure, including servers, storage, and networks
- WDS: Expertise in virtualization and deployment of Windows OS through Windows Deployment Services
- ITIL: Applied ITIL best practices for IT service management and process optimization
- POS Systems: Managed and supported point-of-sale systems for business operations
- Workflow Optimization & Automation: Streamlined workflows and automated processes to increase operational efficiency
- Database & Server Management for Engineering Applications: Managed databases and servers for engineering tools like CAD, CAM, and CAE
- Video Conferencing: Supported and managed video conferencing solutions for seamless communication
- Engineering Application Support: Provided technical support for CAD, CAM, and CAE applications, ensuring optimal performance
- Application Installation & Configuration: Installed and configured software applications, ensuring alignment with system requirements
- Troubleshooting & Problem Resolution: Diagnosed and resolved complex technical issues to maintain system stability
- Integration with IT Systems: Ensured seamless integration of engineering applications with existing IT infrastructure
Certification
- Microsoft Certified: Azure Administrator Associate
- MCSE Certified
- VMware Certified
- ITIL Foundation V4
- CCNA Certified
- BCS IT
Languages
English: C1 Advanced, Hindi: C1 Advanced, Urdu: C1 Advanced, Marathi: B1 Intermediate, Arabic: C1 Advanced
Projects
Project Management: Led and managed end-to-end project lifecycles, ensuring timely delivery and adherence to budget. Skilled in stakeholder communication, resource allocation, and risk management., Data Center Setup from Scratch: Designed, built, and managed the complete infrastructure for new data centers, from site selection to server installation. Ensured optimal security, scalability, and operational efficiency., Procure Management for New Internet Circuits: Managed procurement and installation of new internet circuits, negotiating with vendors to ensure cost-effective and high-performance solutions. Ensured timely activation and minimal service disruptions., Vendor Management: Oversaw vendor relationships to ensure delivery of high-quality services and products. Negotiated contracts and performance metrics to align with organizational goals and requirements., Server Installation and Patching as per Security Norms: Installed and configured servers in line with security best practices and industry standards. Performed regular patch management to mitigate vulnerabilities and ensure system integrity., Software Deployment and Testing with UAT: Led software deployment projects, coordinating user acceptance testing (UAT) to ensure functionality and reliability. Managed feedback loops to implement necessary adjustments before production roll-out., CCTV Installation as per Network Security: Designed and implemented CCTV systems to enhance network security, ensuring coverage and compliance with organizational policies. Managed integration of CCTV data into central security systems., New and Change Management Requests: Oversaw the end-to-end process of new and change management requests, ensuring compliance with ITIL practices. Led implementation planning, risk assessments, and post-change evaluations.
https://www.linkedin.com/in/mohsin-khan-55482018/
Timeline
Infrastructure Engineer – II Regional
General Mills India Pvt Ltd
04.2025 - Current
Regional IT Service Delivery Lead - APAC
Thornton Tomasetti India LLP
02.2012 - 11.2024
IT Assistant Manager
Tulip Edge (A division of Tulip Lab Pvt. Ltd.)
11.2010 - 02.2012
Senior Network Engineer
Stream Global Services Pvt. Ltd
07.2008 - 11.2010
Technical Support Engineer
NTS Technology
07.2005 - 11.2007
Tech Support Technician
Avion Electronics & HCL SupportNet
01.1997 - 11.1998
Bachelor of Commerce -
Chhatrapati Shahu Ji Maharaj University
Diploma - Computer Hardware and Networking
Jet King Institute
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