Enjoys reading, music, swimming, and continuously exploring AI/ML platforms and automation technologies to stay ahead in the evolving tech landscape
Pulin Shah
Lead IT Support Coordinator • AI & Data Aspirant
Ahmedabad
Summary
Experienced IT Leader with 20+ years across IT Infrastructure, Service Delivery, Cloud and Support Operations. Over the last few years, I have been actively transitioning into AI, Data Analytics, Machine Learning and Intelligent Automation — building practical projects in ML, RAG chatbots, predictive analytics and workflow automation (n8n, APIs, M365, Azure). I am now looking for roles where I can move ahead in the AI/Data field while leveraging my strong foundation in IT operations and leadership.
Overview
33
33
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Lead IT Support Coordinator
Analytix Business Solutions
03.2016 - Current
- Support the IT department in managing service desk tasks and tickets, coordinating all IT support activities for service-related requests and requirements.
- Serve as primary point of contact for customers, providing updates on incident progress, planned changes and agreed outages.
- Pre-process service requests coming through email, PSA system, phone calls and RMM, ensuring proper categorisation and prioritisation.
- Work closely with Manager – IT Services to ensure tickets are routed to the right technical resources for timely resolution.
- Use ConnectWise PSA/RMM to schedule internal and onsite resources; ensure tickets meet defined SLA levels.
- Prepare and submit monthly service desk performance reports; provide visibility into SLA adherence, ticket trends and bottlenecks.
- Manage vendors and coordinate activities, building strong external partner relationships.
- Operate with minimal supervision, taking quick decisions and collaborating with department contacts to enhance customer support.
- Follow ITIL best practices across Incident, Change, Request and Problem Management.
- Contribute to automation initiatives (n8n, scripting, PSA rules) to streamline repetitive IT processes.
Techno Manager / Project Manager
BeekayIT Net Sec Solutions Pvt. Ltd.
10.2013 - 02.2016
- Project-managed GSRTC Online project in collaboration with Reliance Communications.
- Worked with Wipro as implementation partner on Gruh Housing Finance project.
- Oversaw installation and implementation of TCS iON ERP solution for manufacturing units.
- Coordinated technical teams, timelines and stakeholders to ensure smooth go-lives.
System Manager
H3I Solutions
08.2009 - 10.2013
- Led IT teams across hardware, networking, marketing support and new project implementations.
- Ensured availability and reliability of systems supporting business operations.
ERP Project Technical Consultant
Arvind Ltd.
05.2008 - 04.2009
- Implemented SAP ECC 6 on Oracle 10G with patches, NOW (Network Oriented World) servers and administration.
- Responsible for servers and network design, supporting applications on Sun Solaris with Hitachi SAN storage.
- Designed and documented disaster recovery procedures and RAID implementations (0/1/5).
- Upgraded Windows 2003 to 2008 servers with ADS, DNS and configuration; created RPD files.
- Handled volume manager tasks to resize, export and import file systems, and administered Windows servers and Active Directory.
- Installed SAP XI servers on WINTEL, configured RODC for Windows 2008, Windows Deployment Services and Terminal Services.
System Manager
Onasys Computer Services and Peripherals
05.1993 - 04.2008
- Accountable for system setup and installation/configuration of Proxy, Exchange, DNS, DHCP and WAN links.
- Configured Wi-Fi/Cisco/Linksys routers on Red Hat Enterprise Linux and Sun Solaris 9/10 systems.
- Provided UNIX administration for testing, development and production servers; monitored server health and performance.
- Defined alerts, scripts and triggers on Argent server for production monitoring.
- Managed volume space allocation, created new volumes and resolved volume manager issues (L2 admin).
- Applied security patches and upgrades; handled application installation (Adobe, AutoDesk, MS Office etc.).
- Troubleshot hardware issues, BIOS upgrades and chipset-level problems; performed data recovery from corrupted drives.
- Maintained client relationships and ongoing service delivery for Ahmedabad-based customers.
Education
E-MBA - Marketing
Diploma of Engineering - Industrial Electronics
04.2001 -
Skills
AI / Data / AnalyticsPython (Pandas, NumPy), ML (Regression, Classification), CNN, NLP basics, RAG concepts, EDA, Data Cleaning, Feature Engineering, Power BI, Visualisation
Automation & Integrationsn8n workflows, REST APIs, JSON, Webhooks, Telegram bots, ConnectWise PSA/RMM automation, basic Docker usage
Cloud & PlatformsAzure, AWS, Microsoft 365, Identity & Access Management (SC-300), Endpoint Protection (ESET, SentinelOne)
IT Operations & InfraITIL processes (Incident, Change, Problem, Request), Windows Server, Linux/Unix (Solaris, RHEL), Networking (Cisco), SAN/Storage concepts
KEY HIGHLIGHTS
- 20+ years leading IT operations, service desks, infrastructure and vendor management.
- Hands-on AI/ML project work: price prediction, RAG chatbot, CNN-based emotion detection, crypto forecasting.
- Strong analytics orientation – building Power BI dashboards and metrics to improve SLA adherence and service quality.
- Experienced with ConnectWise PSA/RMM, M365, Azure, identity & access management and endpoint security (ESET, SentinelOne).
- Comfortable working across India/US stakeholders, translating technical work into business outcomes.
Certification
AWS Solution Architect
Interests
Timeline
Lead IT Support Coordinator - Analytix Business Solutions
03.2016 - Current
Techno Manager / Project Manager - BeekayIT Net Sec Solutions Pvt. Ltd.
10.2013 - 02.2016
System Manager - H3I Solutions
08.2009 - 10.2013
ERP Project Technical Consultant - Arvind Ltd.
05.2008 - 04.2009
PSGVP - Diploma of Engineering, Industrial Electronics
04.2001 -
System Manager - Onasys Computer Services and Peripherals
05.1993 - 04.2008
- E-MBA, Marketing