Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Pawan Chhikara

Gurgaon

Summary

I am an experienced Technical Support Manager with nearly a decade of expertise in technical support and operations. My career spans leading global companies such as Dell, Google, and Uber, along with impactful roles in two dynamic startups. Over the past five years, I have honed my leadership skills, managing and mentoring teams to deliver exceptional results. My most notable achievement is building an entire company's IT infrastructure and operations from the ground up, demonstrating my ability to drive strategic initiatives and foster operational excellence in fast-paced environments. I am committed to leveraging my experience to contribute to innovative solutions and continuous improvement in any organization I join.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sr. Manager IT Infra & Operations

TMB(Formally Known as Jukin Media)
Gurgaon
07.2024 - Current
  • Lead, mentor, and develop a high-performing team of IT professionals, including system administrators, network engineers, and support staff.
  • Oversee the design, implementation, and management of the company’s IT infrastructure, networks, storage, and cloud services.
  • Manage day-to-day IT operations, including monitoring, maintaining, and supporting all IT systems and services.
  • Implement ITIL-based processes and best practices for incident, problem, and change management.
  • Collaborate with senior leadership to develop and execute the IT infrastructure and operations strategy aligned with business objectives.
  • Lead initiatives to modernize and optimize IT infrastructure, leveraging new technologies and automation.
  • Manage the IT infrastructure and operations budget, ensuring cost-effective solutions and optimal resource allocation.

Technical Lead - Support

Uber (Represented Jade)
Pune
11.2023 - 05.2024
  • Managing a team of 8 tech professionals to deliver seamless support and development.
  • Responsible for solving issues, driving enhancements, and improving support for all IT-related functions on a day-to-day basis.
  • Project manage field-specific components related to operational goals and application support.
  • Educates Uber employees on different platforms.
  • Analysis of SLAs, creating a report for stakeholders, and suggesting an improvement where required.
  • Serve as a point of contact and subject-matter expert on 28 SaaS applications and their integrations, licensing details, and current usage statistics. Such as Google Workspace, M365, Zoom, Slack, Asana, Box, Jira, Service Now, Smart-Sheet, Click-up, Pager Duty, Text Expender, and so on.
  • Automation and optimization opportunities across the application lifecycle management.

Sr. Productivity Engineer

IMMO Capital
Chennai
10.2022 - 11.2023
  • Led and supervised a team of 6 professionals, fostering a collaborative and efficient work environment.
  • Streamlined and accountable for all SaaS applications like Google Workspace, Office365, Zoom, Slack, Jump-Cloud, etc.
  • Oversaw and managed multiple platforms essential to daily operations ensuring seamless functionality and performance.
  • Successfully implemented and managed Mobile Device Management (MDM) systems to streamline device administration.
  • Ensured the security and integrity of all devices, implementing protocols for monitoring, maintenance, and troubleshooting.

Senior Technical Support Specialist

NSF International
Gurgaon
08.2021 - 10.2022
  • Managing the team of 12 helpdesk L1 engineers.
  • Delivering onsite technical support for employees.
  • Taking care of the Helpdesk and Infrastructure Operation of APAC offices.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights by security best practices and policies.

System Administrator

Little Millennium
Gurgaon
12.2018 - 07.2021
  • Successfully set up and established IT infrastructure from scratch, ensuring smooth IT operations.
  • Ensured the onboarding and offboarding of all employees.
  • Single-handedly provided tech support to 95 FTE and 750 schools.
  • Managed all the domains and frequently performed the data backup.
  • Establish key performance indicators (KPIs) to measure and report on the performance of IT infrastructure and operations.
  • Provide regular updates to senior leadership on IT performance, risks, and opportunities for improvement.

Technical Support Administrator

Google (Represented Astreya)
Gurgaon
02.2017 - 11.2018
  • Provided L2 Help-desk support to in-house users.
  • Provided support for both Windows and Mac laptops.
  • New Laptop Deployment through MDT Server Image Creation as per project requirements.
  • Responsible for Hub Room checklist and a hardware Inventory check.
  • Configured hardware, devices, and software to set up workstations for new employees.

Desktop Support Engineer

NTT Data (Formally Known as Dell)
Gurgaon
12.2014 - 12.2016
  • Configuration & Installation of Windows laptops and desktops.
  • Provide L1 & L2 Support on helpdesk tickets and calls.
  • User account activation and Password reset on the AD server.
  • Laptop Allocation and De Allocation on user account.
  • Hardware part replacement through Dell and HP vendors.

Education

MBA - Information Technology

Guru Jambeshwar University of Science And Technolo
Hisar
01-2016

Business/Commerce -

Maharshi Dayanand University
Rohtak
01-2013

Skills

  • SaaS , IaaS
  • ITIL & ITSM
  • Office365
  • Google Workspace
  • Windows & Mac OS
  • Microsoft Azure, AD
  • Mobile Device Management
  • DNS & DHCP
  • Documentation And Reporting
  • Leadership Skills
  • Vendor Management
  • Project Management
  • Effective Time Management
  • Customer Service
  • Team Management
  • Communication Skills

Certification

  • ITIL at Axelos worldwide - 2024
  • GDPR at Copenhagen Compliance - 2023
  • Windows Customizations at Koeing - 2016
  • JCHNP at Jetking - 2012

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Sr. Manager IT Infra & Operations

TMB(Formally Known as Jukin Media)
07.2024 - Current

Technical Lead - Support

Uber (Represented Jade)
11.2023 - 05.2024

Sr. Productivity Engineer

IMMO Capital
10.2022 - 11.2023

Senior Technical Support Specialist

NSF International
08.2021 - 10.2022

System Administrator

Little Millennium
12.2018 - 07.2021

Technical Support Administrator

Google (Represented Astreya)
02.2017 - 11.2018

Desktop Support Engineer

NTT Data (Formally Known as Dell)
12.2014 - 12.2016

MBA - Information Technology

Guru Jambeshwar University of Science And Technolo

Business/Commerce -

Maharshi Dayanand University

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