Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
References
Timeline
Generic

Narendra Saud

IT Services
Bengaluru

Summary

Experienced service delivery professional and IT project manager with over a decade of experience in a dynamic MSP environment. I specialize in overseeing end-to-end IT projects, from data center migrations to server and network infrastructure upgrades. My expertise includes incident management, ensuring rapid resolution and minimal disruption, and vendor management, where I build relationships to ensure project success. I have a proven track record of collaborating with senior leadership, building strong client relationships, and identifying opportunities for growth by providing strategic IT infrastructure and operational improvement plans.

Overview

13
13
years of professional experience
4
4
Certification

Work History

Associate Project Manager

Sycomp Technology Pvt. Ltd
01.2025 - Current
  • Managed full-cycle client support: I planned and oversaw enterprise-level support and service activities for a diverse portfolio of clients, ensuring quality service and operational performance were aligned with program and delivery standards.
  • Drove client relationship management: I developed strong client relationships and a deep understanding of their business needs and product installations to proactively identify service needs, plan effective service delivery, and implement proactive support mechanisms to minimize downtime, and reduce support costs.
  • Served as a primary point of contact: I acted as the single point of contact for clients, expertly coordinating the resolution of service incidents, and managing the escalation of complex technical issues to ensure timely and effective solutions.
  • Collaborated cross-functionally: I partnered with sales and support teams to articulate the value of our support offerings, and identify opportunities for expanded support business, contributing directly to revenue growth and long-term client retention.
  • Vendor Management: Managed vendor selection, contract negotiations, and ongoing relationships, ensuring that vendors met project requirements and delivered high-quality results on time.
  • Led IT infrastructure projects: I managed end-to-end IT infrastructure projects, including data center setups, audio-visual installations, and network infrastructure deployments, consistently delivering them on time and within budget.
  • Oversaw IT asset management: I managed the decommissioning of IT assets and infrastructure, adhering to strict protocols to minimize operational disruption.
  • Served as a key liaison for strategic clients: I provided professional support and acted as a key liaison for major clients, including Meta, Google, Apple, Mazda, Take-Two, NetApp, PayPal, Juniper, Salesforce, and Cisco, addressing their complex IT infrastructure needs and ensuring high service levels.
  • Collaborated with multi-vendor environments: I worked extensively with various Original Equipment Manufacturers (OEMs) to integrate diverse technologies and troubleshoot complex, multi-vendor environments, ensuring seamless system functionality.
  • Communicated technical insights: I developed and presented project status reports and technical recommendations to internal stakeholders and external clients, translating complex technical information into clear, actionable insights.
  • Managed key client accounts: I served as the primary account manager for a portfolio of strategic clients, overseeing their entire lifecycle from initial engagement, through ongoing service delivery, and renewal.
  • Developed account growth strategies: I identified and pursued opportunities for upselling and cross-selling, creating customized solutions that met evolving client needs, and expanded our service footprint within their organizations.
  • Acted as a client advocate: I served as the voice of the client within the organization, advocating for their needs, and collaborating with internal teams to ensure product roadmaps and service offerings aligned with client expectations.
  • Contributed to business development: I actively participated in the RFP (Request for Proposal) and RFQ (Request for Quotation) processes, crafting detailed project proposals and bid responses that secured new business and expanded our client base.
  • Oversaw project financials: I prepared detailed project estimations, secured client approvals, and managed SOW submissions. I also oversaw end-to-end project operations, including budgeting, forecasting, margin control, invoicing, and procurement, to ensure financial health and compliance.
  • Drove revenue recognition: I facilitated milestone validations and Purchase Order (PO) processing by gathering completion evidence and coordinating with account teams to ensure timely revenue recognition.
  • Optimized resource allocation: I led task assignment and resource alignment across cross-functional teams, promoting collaboration and accountability to achieve project goals.
  • Managed risk and change: I implemented proactive risk management and change control strategies, ensuring timely Change Request (CR) processing, and mitigation planning for all active projects.

Global Service Desk Engineer

Sycomp Technology Pvt. Ltd
08.2022 - 12.2024
  • Led a team of 8 resources for Global Service Desk, managing task allocation and prioritizing based on critical path analysis to ensure efficient IT infrastructure break-fix operations.
  • Creating SOPs, implementing standardized methodologies, and best practices to ensure consistent and high-quality service delivery across the MSP portfolio.
  • Provided end-to-end technical and project management support for IT infrastructure and data center projects, including planning, budgeting, resource allocation, and performance monitoring.
  • Actively contributed to the Knowledge Base, troubleshot, and resolved complex hardware and software issues across a diverse range of data center infrastructure, including servers and network devices.
  • I provided professional support and acted as a key liaison for major clients, including Meta, Google, Apple, Mazda, Take-Two, NetApp, PayPal, Juniper, Salesforce, and Cisco, addressing their complex IT infrastructure needs and ensuring high service levels.
  • Managed incident response for storage and security issues, serving as the primary point of contact.
  • Coordinated with Internet Service Providers (ISPs), hardware vendors, and clients to manage device warranties, data compliance, and SLA issues, ensuring seamless operations and uptime.
  • Developed and documented Standard Operating Procedures (SOPs), knowledge base articles, and process workflow plans in alignment with ITIL best practices.
  • Contributed to team development through the hiring, onboarding, and training of new hires.

Support Engineer II (Incident Management)

Concentrix India Services Pvt. Ltd
01.2017 - 12.2022
  • Company Overview: Worked for Client Microsoft
  • Ensure that all incidents are recorded in the service management system.
  • Act as the central point of contact for all critical and high-priority cases.
  • Manage and coordinate skills group resolution to ensure delivery is performed within customer SLAs.
  • Performing periodic reviews of the cases, and working with customer and internal teams to get the incidents resolved.
  • Lead and manage major and critical incident resolution, coordinating as necessary across affected IT service towers.
  • Assigning tickets to engineers based on their skill set, and routing tickets to the correct team.
  • Ensure all steps and progress of all critical cases are clearly documented within relevant case logging tools, and that they are 100% accurate.
  • Understanding scheduling and staff-level needs, understanding team-building concepts and techniques, maintains service-level agreements for new cases.
  • Work hand in hand with team managers in identifying engineers who can provide accurate solutions to customer issues and escalated cases.
  • Manage the Technical Account Manager by providing the customer case progress status in a timely manner.
  • Perform confidently and authoritatively in the role of incident management subject matter expert, and lead customer personnel in responding to fast-paced incidents.
  • Providing feedback and training/retraining required for the team.
  • Accountable for production and quality targets of the business, ensuring customer satisfaction with no room for error.

Technical Associate

Concentrix India Services Pvt. Ltd
01.2016 - 12.2017
  • Company Overview: Worked for Client Lenovo
  • Responsible for technical queries for Laptop and Desktop, call handling.
  • Monitoring Help Desk tickets and resolving user issues.
  • Setting up new users' accounts and profiles, and dealing with password issues.
  • Resolving customers' issues on calls for technical queries regarding hardware/software issues.
  • Responsible for new technical updates, taking remote control of customer systems, and resolving issues over the phone.
  • Supporting enterprise customers over phone calls.
  • Handling enterprise customer escalations.
  • Supporting SW/Win support.
  • Supported customers with basic technical support for current and past software releases.
  • Identifying and correcting performance issues of the system.

Sr. Technical Associate

Concentrix India Services Pvt. Ltd
01.2013 - 12.2016
  • Company Overview: Worked for client Lenovo.
  • Help solve technically complex, strategic, high-profile, or long-running customer cases.
  • Responsible for the customer support experience with Lenovo and Microsoft.
  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.
  • Identify cases that require escalation (either technically or strategically).
  • Logging incidents and dispatching the correct parts post-technical validation.
  • Coached other help desk support agents on technical duties, and managed hardware and software training on the product catalog.
  • Handling escalation calls regarding technical issues.
  • Insured compliance with all Service Level Agreements achieved the highest customer satisfaction results.
  • Designed and implemented a daily and monthly reporting process for proactive service management.
  • Scrubbing incidents created by associates and responsible for customer tickets if the team has dispatched the right part.
  • Responsible for providing telephone support for enterprise customers on the operation or maintenance of products.
  • Handling bulk critical incidents of customers, responsible for the right troubleshooting and ordering the right part for the customer.
  • Floor support for associates in terms of technical help.
  • Onboarded and trained all incoming junior tech support specialists.
  • Handling premium, global customer escalation calls and supporting E2E until the ticket gets closed.
  • Responsible for escalating unresolved issues of the customer system.

Education

MBA – - Information and technology

Amity University
India
01.2025

Bachelor of Arts - Sociology and Anthropology, English Literature

Amity University
India
01-2015

High School Diploma -

Shree Saraswati Model Higher Secondary School
Nepal
01.2009

SSLC -

United Scholars Academy Higher Secondary School
Nepal
01.2006

Skills

  • ITIL
  • Incident management
  • Project management
  • Account management
  • Vendor management
  • System administration
  • Microsoft Azure
  • Configuration
  • Cloud computing
  • MS Office 365
  • Network domain
  • Storage

Certification

  • ITIL
  • PSM1
  • Google IT Support Professional Certificate
  • Microsoft Azure – AZ 900
  • Microsoft Azure – AZ104
  • Microsoft Security, Compliance, and Identity– SC 900

Disclaimer

I undersigned, certify that to the best of my knowledge and belief, these data correctly describe me, my qualifications, and my experience.

References

Available upon request.

Timeline

Associate Project Manager

Sycomp Technology Pvt. Ltd
01.2025 - Current

Global Service Desk Engineer

Sycomp Technology Pvt. Ltd
08.2022 - 12.2024

Support Engineer II (Incident Management)

Concentrix India Services Pvt. Ltd
01.2017 - 12.2022

Technical Associate

Concentrix India Services Pvt. Ltd
01.2016 - 12.2017

Sr. Technical Associate

Concentrix India Services Pvt. Ltd
01.2013 - 12.2016

MBA – - Information and technology

Amity University

Bachelor of Arts - Sociology and Anthropology, English Literature

Amity University

High School Diploma -

Shree Saraswati Model Higher Secondary School

SSLC -

United Scholars Academy Higher Secondary School

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