Pankaj Mishra
IT
Pune,TingreNagar
Summary
Accomplished Technical and Solution Architect with over 18 years of expertise in leading Windows and VMware infrastructure as a Windows Team Lead. Proficient in enterprise mobility, SCCM, Citrix, VMware Horizon, Azure Virtual Desktop, file share systems, and security services, managing the entire technology lifecycle—including design, engineering, operations, maintenance, monitoring, and incident management. Certified Scrum Master leading PI planning, execution, and closure using Agile methodology, and Service Management Owner overseeing ITSM lifecycle via ServiceNow. Expert in VMware and virtualization technologies, spearheading complex projects like Guardicore micro-segmentation and DR/geo-redundancy solutions. Recognized by Amdocs CTO for gold-standard projects and awarded Amdocs Leadership League. Seeking to apply architectural and leadership expertise in a Windows and VMware Infrastructure Team Lead role.
Overview
18
18
years of professional experience
Work History
Windows Team Lead – Technical and Solution Architect
Amdocs
09.2021 - Current
- Owns end-to-end responsibility for critical services supporting 30,000+ global users, including enterprise mobility, SCCM, Citrix, VMware Horizon VDI, Azure Virtual Desktop, file share systems, and security.
- Serves as Scrum Master, leading PI planning and execution for an 8-engineer team, ensuring timely infrastructure delivery.
- Acts as Service Management Owner (SMO), implementing ITSM lifecycle (incident, problem, change, and service request management) via ServiceNow, ensuring service reliability.
- Led migration of Amdocs’ mobility services from AirWatch to Microsoft Intune, securing 30,000+ devices.
- Managed SCCM infrastructure for 25,000+ Windows Servers, ensuring robust configuration and software deployment.
- Implemented Automox patching across Windows servers, improving compliance by 35%, earning CTO’s Gold Project Award.
- Overhauled Citrix and VMware Horizon VDI environments, optimizing performance for 25,000+ users.
- Developed Azure-based disaster recovery solutions to ensure minimal downtime for Citrix services.
Technical and Business Operations Team Lead – Remote Support
Amdocs
01.2016 - 08.2021
- Led a 15-member service desk team, managing remote support for 25,000+ Amdocs users while ensuring KPIs (AHT, CSAT, productivity, response time).
- Followed ITIL guidelines using ServiceNow, streamlining incident resolution and service management processes.
Senior IT Engineer – Windows Infrastructure
KPIT Cummins
01.2010 - 01.2011
- Administered Windows Server 2008/2012, supporting 2,000+ users.
- Implemented Carbonite backup solutions, ensuring data security.
IT Engineer – Technical Support
Convergys
01.2007 - 01.2009
- Provided Tier 2 Windows XP, resolving 500+ monthly tickets with a 95% first-call resolution rate.
Education
Master of Business Administration (MBA) - Marketing Management
Shivaji University
Bachelor of Science (BSc) - Organic Chemistry
Shivaji University
Skills
Windows Server Administration
Timeline
Windows Team Lead – Technical and Solution Architect
Amdocs
09.2021 - Current
Technical and Business Operations Team Lead – Remote Support
Amdocs
01.2016 - 08.2021
Senior IT Engineer – Windows Infrastructure
KPIT Cummins
01.2010 - 01.2011
IT Engineer – Technical Support
Convergys
01.2007 - 01.2009
Bachelor of Science (BSc) - Organic Chemistry
Shivaji University
Master of Business Administration (MBA) - Marketing Management
Shivaji University
Certifications And Achievements
- Amdocs CTO Gold Project Award, 2023, Recognized for Automox patching, improving compliance by 35%.
- Amdocs Leadership Award, 2020, Honored for leadership in IT transformation projects.
- Amdocs Academy Talent, 2019, Selected for advanced solution architecture training.
- Community Leadership, Led corporate cricket team to 10 championships in 13 years.
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