NARENDRA KUMAR KONJETI

• Lead IT infrastructure and end-user support operations across multiple SBUs.
• Manage Service Desk operations, including incident, request, SLA, and escalation management.
• Supervised a team of 15 IT analysts and managed relationships with external vendors and advisers.
• Oversee office IT setup, expansions, ELV services, AV systems, and collaboration technologies.
• Drive process improvements, automation initiatives, and structured IT governance.
• Coordinate closely with HR, Finance, Facilities, and Executive teams for JML and onboarding processes.
• Ensure asset lifecycle management, including procurement, tracking, compliance, and vendor coordination.
• Lead change management and major incident response processes.
• Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.

• Directed multi-location IT operations supporting over 1,200 users across geographically distributed enterprise environments, ensuring high service availability and operational stability.
• Led Tier 1 Service Desk, Tier 2 Desktop Support, and NOC operations, establishing SLA and KPI frameworks that improved incident resolution efficiency and service performance.
• Acted as the primary escalation point for high-priority, executive, and VIP incidents, ensuring rapid resolution and minimal business disruption.
• Implemented standardized IT Service Management (ITSM) processes aligned with ITIL practices, significantly improving SLA adherence, service quality, and user satisfaction.
• Designed and deployed a modernized enterprise network architecture, enhancing performance, scalability, and reliability.
• Governed Joiner–Mover–Leaver (JML) lifecycle processes in collaboration with HR and Security teams, improving onboarding efficiency and access compliance.
• Strengthened endpoint security posture through Microsoft Defender and Intune policy implementation, enhancing device compliance and threat protection.
• Led Disaster Recovery (DR) and Business Continuity Planning (BCP) initiatives, achieving zero downtime during critical migrations and pandemic operations.
• Managed IT budgeting, procurement planning, and vendor negotiations, delivering cost optimization while maintaining service excellence.
• Delivered multiple office expansions, IT relocations, infrastructure upgrades, and cloud migration projects aligned with business growth strategies.
• Oversaw AV systems, conference room technologies, and hybrid collaboration platforms, enabling seamless hybrid workforce operations.
• Maintained 100% asset lifecycle accuracy, ensuring audit readiness, and compliance with organizational governance standards.
• Conducted team performance management, mentoring, and career development programs to build high-performing IT support teams.

Key Achievements

• Delivered enterprise infrastructure transformation initiatives valued at over INR 80 million, improving scalability and operational resilience.
• Successfully led Windows OS upgrades, application testing, and enterprise software deployments across large user environments.
• Improved service delivery efficiency through process documentation, operational dashboards, and reporting automation, enhancing decision-making visibility.
• Received the Best IT Support Team Award and the Leadership Excellence Award for operational excellence during the pandemic period.

• Monitored and resolved IT incidents and service requests within defined SLA timelines.
• Configured and supported Microsoft Outlook, Windows OS installation, and Wipro standard image deployment.
• Installed and troubleshot local and network printers for end users.
• Provided remote technical support using NetMeeting and remote access tools.
• Managed Hardware and Software Asset Management (HAM/SAM) activities, and lifecycle tracking.
• Ensured software compliance and prepared SAAM audit reports for the Hyderabad location.
• Improved SLA performance, contributing to team metrics, achieving 96%+ compliance.
• Delivered IT support for Ericsson and Microsoft ODC projects, supporting over 800 users.
• Performed software installation, upgrades, evaluation, and uninstallation as per standards.
• Managed software license tracking and E-Asset auto-update processes.
• Maintained documentation for licenses, inventory, software issuance, and return records.
• Coordinated with the central SAM team to ensure compliance within timelines.