Pankaj Dave
Ahmedabad
Summary
Competent and personable IT service manager with 16+ years' experience maintaining and expanding cross-functional delivery teams and liaising with executives and the technology team. Introduced new IT infrastructure solutions and initiatives, which increased client satisfaction by 100% and reduced user concerns completion times by over 80%. A focused and detailed oriented person who continuously improves IT support and timely client delivery. Proven ability to motivate teams and keep them on-task to meet demanding deadlines. Adept at accommodating changes in company, customers, and projects.
A dynamic IT Specialist. Educated masters of MSc. in IT, AZ-104, AZ-400 and AZ-305 Certified Engineer. With more than 16 years of extensive hands-on experience with IT Infrastructure technologies and Information Security implementation and operation across private and public Sectors. Seeking a challenging position within the IT team with opportunities for advancement. I'm always looking for new ventures to apply expertise, learn and evolve.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Manager - Enterprise Applications
Volansys Technologies Pvt. Ltd.
01.2023 - Current
- Taking overall care of Daily tooling team operations and managing customer requests for providing resolutions on their requirements
- Managing Atlassian Jira portal for Project Creation, Scheme modification, Global permission, Project management and User permission for operations activities
- Managing ERP Solution - Netsuite for finance, procurement, inventory, Project Management, Inventory Management, Sales & Marketing, Manufacturing, Supply chain management and CRM
- Managing SalesForce for overall organizations requirement of Leads, Quote, and Opportunities Management
- Sales and customer success activity, Forecasting, Contract Management, Backoffice project accounting and marketing campaigning
- Managing Zendesk for Helpdesk management, Knowledgebase, Reporting, Automate call routing, Complaint Monitoring, and Real-Time chat support
- Managing ServiceNow portal for Daily support requests including Incident Management, Service Requests and SAR request, and Change Management
- Performs Automations and Integrations using Workato and Managing business service requests to resolve user's complex issues related to daily operations
- Managing WorkDay automation for HRMS requests and helping them to perform Onboarding and Off-Boarding without any hassle
- Management of Okta application and SSO activities for organizations secure authentication and access of business portals securely
- Managing Team of 6+ Technicians to perform routine tasks as well as Ad-Hoc project requirement basis on business needs
- Maintaining monthly reporting to review individual and Teams performance for improvement of process and project for betterment
- Participate in Daily Weekly and Monthly meetings for the discussion on Assigned Tasks, Activities and project and updating ticket and project status accordingly.
Sr. System Engineer
CYLANCE Technolabs Pvt. Ltd.
09.2022 - 12.2022
- Taking overall care of Daily tooling team operations and managing customer requests to provide resolutions to their requirements
- Managing Atlassian Jira portal for Project Creation, Scheme modification, Global permission, Project management, and User permission for operations activities
- Managing ServiceNow portal for Daily support requests including Incident Management, Service Requests and SAR request, and Change Management
- Performs Automations using Workato and Managing Zendesk service requests to resolve user's complex issues related to daily operations
- Managing WorkDay automation for HRMS requests and helping them perform Onboarding and Off-Boarding without hassle
- Managing Team of 6+ Technicians to perform routine tasks and Ad-Hoc project requirement basis on business needs
- Maintaining monthly reporting to review individual and Teams performance for improvement of processes and projects for betterment
- Participate in Daily Weekly and Monthly meetings for the discussion on Assigned Tasks, Activities and project and updating ticket and project status accordingly.
IT Head
Prompt Equipments Pvt. Ltd.
03.2022 - 09.2022
- Asses infrastructure and application communication channels internally and externally
- Designing and implementing infrastructure and application hardening methodologies (Servers, Storage, Network, Data Stores, Endpoints, Users) including least privileges, firewalls policies, access control, SSO, IPS, Encryption
- Ensure escalated service requests & SLAs are handled in a timely manner
- Ensure patches are installed and verified on all systems in accordance with the service
- Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements
- Develop standards for workstations, mobile devices, printers, and other devices routinely
- Identify areas for process improvements
- Manage and supervise IT professionals (employees and contractors) working in the IT Operations area
- Over all 8 years of management and leadership experience.
IT Manager
Advantmed India LLP
11.2017 - 03.2022
- Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis
- Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
- Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
- Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
- Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
- Invokes problem escalation procedures to coordinate recovery
- Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Provides leadership by projecting a positive attitude, and providing learning incentives
- Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities
- Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
- Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
- Accountable for meeting systems infrastructure or operational Service Level Agreements as established by the management for Technology Services
- Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
- Remains on-call during off-peak hours to respond to support service issues
- Performs other duties and responsibilities as assigned, Available 24X7 during downtime.
IT Manager - IT Tech & OPS Support
Contech BPO Services Pvt. Ltd.
03.2009 - 11.2017
- Handling and Maintaining Transcription Manager 2.0 (company's own online software platform)
- Maintaining work allocation for all the in-house and remote location MT's
- Managing a well settled secured network with more than 100 computers in-house and remote locations as well
- Managing Client's EMR software with VPN and RDP access, installation and user setup
- Providing onsite support to different location client in 24
- 7 environments
- Managing cute FTP 7.3 software for Daily operations
- Reporting to client for daily workload and status update for completed and in process work
- Outlook setup, configuration, backup and management
- For IMAP, POP3 and multiple device synchronization including Mac, iPad, and MacBook
- Managing Windows 2008 Standard Server and domain setup
- Local domain with implemented GPO to manage infrastructure centrally
- All software management with server client interface
- Managing Accounting software Tally 9.2 server client interface and backup
- Also managed a Matrix device for daily logs tracking of employee time and attendance
- User Account and Security management
- Data Backup thru backup utility
- Using default windows' utility for weekly full and daily incremental backup using 2TB external drive
- Using Online-monitoring software for security and Training purposes
- Cacti and Nagios
- Using SonicWALL firewall for load balancing and security purposes
- IPsec VPN configuration, security object and guest user access management
- Managed graylag server extracting detailed logs of SonicWALL firewall and for the retention period of 2 years as per business needs
- Managing 2008 and 2012 R2 server client environment with secure and stable network
- VPN Server administration and management
- Sophos cloud antivirus installations and management in a real-time environment
- Symantec Endpoint Security Server configuration and management
- Daily system scan and weekly full scan schedule to maintain utmost security for endpoints
- WSUS server configuration and patch management in domain network
- Handling Microsoft Audit for Licensing and Compliance purposes
- Performed the role of compliance officer for 2 years for Network and Infrastructure Audit.
Sr. Network Analyst
JP Management Services Pvt. Ltd.
07.2008 - 03.2009
- Handling and Managing Local Domain servers
- Windows 2003 server and RHEL 6 server for daily operations tasks
- Managing 2000 SQL server Overview
- Managing Symantec Antivirus server
- Managing FTP server (local and Live both.) Backup server management and maintenance
- POP3 and SMTP server Management
- Outlook setup, configuration, backup and management
- Managing more than 200-computer networks
- All software management with server client interface
- User Account and Security management
- Data Backup thru network utility
- Online monitoring software for security and guidance purposes.
Network Engineer
Moksha Business Solution (Gandhinagar)
05.2007 - 07.2008
- Handling and maintaining Cube Dialer
- Configuring SIP and VOIP phones for Agent dialing
- Managing Database server
- Data Backup of Client PC
- Managing Router Regarding Voice and VOIP Services
- Managing Ftp Server for internal users and clients
- Maintaining more than 450 PC's Network
- Data backup of server IBM 226 X-Series
- Maintaining various routers and switches.
Asst. Network Engineer
Netrique Outsource
01.2006 - 04.2007
- Networking of systems and OS installation of Windows XP and Windows 2000 professional
- Server Maintenance and management of Ubuntu Linux servers, Windows 2000 and 2003 servers
- Data Backup of servers - Configuration and Database of SQL 2000 servers
- Handling mail servers - Exchange server 2003 management and configurations
- Handling web-hosted dialer - Configurations and setup for BPO operations
- Installation and configuration of audio codes for softphones
- Networking (LAN, Wi-Fi) and Cyberoam firewall management
- Hardware Maintenance - system maintenance and performance improvement
- Data Backup of client computer
- Using windows backup utility
- Web site maintenance and updating with correspondence with developers.
Desktop Support Engineer
Adieu Atelier Study Cell Pvt Ltd
09.2004 - 01.2006
- Configure antivirus software to fully protect the IT environment
- Monitor the performance of the computer systems and address issues as they arise
- Provide technical support for software reconfigurations to aid in function customization
- Test software performance throughout the desktop network to ensure peak performance
- Install computer hardware and software on desktops to keep versions current
- Initiate and complete Microsoft Windows server operating system updates
- Network with LAN/WAN and active directory for continuous company connection.
Education
MSCIT -
Gujarat University
Ahmedabad, Gujarat04.2023
B. Com -
Gujarat University
Ahmedabad, Gujarat04.2010
Skills
- Microsoft Infrastructure - Datacenter Operations, Servers' management (Dell, HP, Lenovo, IBM), Virtualization (VMware, Microsoft)
- Information Security Policies and Procedure, Governance and Compliance, Auditing, Reporting and Compliance Enforcement
- Anti-Malware, IPS, IDS, Firewall, App Proxy, Vulnerability Management, Pen testing, Backup and Recovery
- Rapid learning of new technologies, Leadership Skills, IT Strategy, Research & Analysis
- Project Management, Effective Communication, Attention to Detail, Computer Skills
- Problem-Solving Skills, Teamwork & Collaboration, Time Management, Accountability
- Analytical Skills, Technical Skills, Organizational Skills, Professional Development, Adaptability
- Cyber Security, Cloud Computing, Data Center Management, Network Administration
- Database Administration, Solutions Architect, Development Operations (DevOps)
- 17 years of total IT field experience with different domains of business
- Managing Client's EMR software through VPN and Remote access for user account setup and troubleshooting
- Management of ticketing systems for end user queries and provide resolution - Fresh Desk, Service now, Manage Engine, and Jira
- Managing and hands-on experience with SonicWALL, Palo Alto, Cyberoam, and Fortinet Firewalls
- Managing total Team of 27 IT Support engineers including 20 L2 support engineers, L1 engineers and 2 Team Leads
- Managing defined SLA of ticketing systems through ManageEngine, ServiceNow, and Freshdesk ITSM tools
- Managing Cloud CFS for WFH environment, Netskope and SonicWALL Capture Client
- Managing meetings with the management team and discussing the strategic planning of business needs
- Hands-on experience with AD, DNS, DHCP, WDS, FTP, GPO, WSUS, Load balancers, RDS and SCCM servers
- Experience in Hardware & Networking Industries
- Expertise in Troubleshooting of network and hardware equipment
- Worked with BPO Industries Projects for 2 Years
- Microsoft Server 2019, 2016, 2012 and 2008 family server Management
- Virtualization, VMware, Hyper-V configuration
- Network Management and maintenance including setup of equipment
- Desktop support including Reporting and client support
- Ability to work within 24X7 environment as well as shift rollover
- Achieved target of installing and configuration of 150 Computers in one day through disk cloning and WDS
- Received awards for Team & Individual Performance in 2006, 2007, 2019, 2020
- Management of networks with secured connectivity including firewall, router and AV servers
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 27 staff members of IT Support Department
- Used Microsoft Excel to develop IT inventory tracking spreadsheets. Implemented SnipeIT as Inventory tool
- Documented and resolved IT support best practices which led to Standardize department process streamline.
- Collaborated with team of Software engineers in the development of healthcare crm portal.
- Achieved appreciation by completing SOP documentation with accuracy and efficiency.
- Achieved success through effectively helping with ticketing solutions to reduce end user's queries.
- Achieved Success by introducing Ticketing solutions as Manage engine service desk for Incidents and issues tasks.
Certification
- Microsoft Certified Azure Administrator - AZ-104, 05/26/22
- Microsoft Certified Azure DevOps Engineer Expert- AZ-400, 05/27/22
- Microsoft Certified Azure Solution Architect Expert - AZ-305, 16/05/2024
- Certified Professional for Jira Administrator for Cloud - ACP-120, 12/23/22
- Workato Automation PRO - I, II and III
Languages
English
Hindi
Gujarati
Personality
Pleasing
Personal Information
- Title: IT Manager
- Date of Birth: 10/05/1983
- Marital Status: Married
Volunteer Experience
Sr. Member of YHAI - Youth Hostel Association of India - Sanand Unit. Since January 1998.
Affiliations
- Atlassian Jira Administrator for Cloud ACP-120
- Workato Automation Pro - III
Reading, Singing, Outdoor Games, Travelling, and Networking
I am playing Cricket, Volleyball, Jeweling Throw, Swimming and Badminton for outdoor sports.
I love to travel and explore places.
I read science, technology and management skills books regularly.
Always do networking of different culture people and learn their tradition.
Timeline
Senior Manager - Enterprise Applications
Volansys Technologies Pvt. Ltd.
01.2023 - Current
Sr. System Engineer
CYLANCE Technolabs Pvt. Ltd.
09.2022 - 12.2022
IT Head
Prompt Equipments Pvt. Ltd.
03.2022 - 09.2022
IT Manager
Advantmed India LLP
11.2017 - 03.2022
IT Manager - IT Tech & OPS Support
Contech BPO Services Pvt. Ltd.
03.2009 - 11.2017
Sr. Network Analyst
JP Management Services Pvt. Ltd.
07.2008 - 03.2009
Network Engineer
Moksha Business Solution (Gandhinagar)
05.2007 - 07.2008
Asst. Network Engineer
Netrique Outsource
01.2006 - 04.2007
Desktop Support Engineer
Adieu Atelier Study Cell Pvt Ltd
09.2004 - 01.2006
MSCIT -
Gujarat University
B. Com -
Gujarat University
- Microsoft Certified Azure Administrator - AZ-104, 05/26/22
- Microsoft Certified Azure DevOps Engineer Expert- AZ-400, 05/27/22
- Microsoft Certified Azure Solution Architect Expert - AZ-305, 16/05/2024
- Certified Professional for Jira Administrator for Cloud - ACP-120, 12/23/22
- Workato Automation PRO - I, II and III
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