Rahul Prabhakar
IT Operations Manager
Faridabad,Haryana
Summary
I am an IT professional with 11+ years of dynamic experience in IT experience in the IT/ITES industry with expertise in Project & Program Management, Operations Management, IT Service Management, and Business Transformation. Seeking to pursue a career in an esteemed organization, that calls for extremely high levels of leadership qualities and technical abilities to head IT projects by being dynamic, visionary and competitive with changing scenarios of the world and contribute to the success of the organization.
Overview
15
15
years of professional experience
2012
2012
years of post-secondary education
3
3
Languages
Work History
IT Helpdesk Manager
Parishram Resources Pvt. Ltd.
08.2024 - Current
IT Service Desk Team Lead
WIPRO LTD
09.2022 - 08.2024
- Adherence to project methodology, Global Technology processes & standards.
- Preparing and maintaining up-to-date project plans and budget forecasts throughout the project for all aspects of the delivery.
- Monitoring project progress and reporting project status to stakeholders.
- Planning and coordinating resources across providers.
- Risk, issue, and dependency management throughout project planning and execution.
- Be responsible of the day-to-day management of project activities with full responsibility and authority to complete the assigned projects.
- Oversee all aspects of multiple related projects to ensure the program is aligned to and directly supports the achievement of strategic objectives.
- IT Incident and request management.
- Knowledge manager for multiple IT teams.
- Lead a team of 15-20 people and handled the IT operations & support for one region while collaborating with few more geographical regions.
- Promoted a culture of continuous improvement within the department through regular training sessions and knowledge sharing initiatives among team members.
- Facilitated timely resolution of technical issues by establishing clear escalation paths and communication channels between support teams and end users.
- Achieved cost savings through the strategic procurement of hardware, software, and services.
Assistant Manager Service Desk IT
Global University Systems (GUS) India
10.2020 - 08.2022
- Account Administration in AD and Exchange.
- O365 Administration.
- Responsible for end-user support for Global Employees.
- Direct Escalation point for other technicians.
- Responsible for Technical Documentation or KB Article.
- Weekly team data review & improvement plan discussion.
- Packages: MS-Office 365.
- Active directory.
- SAP role adding and removing.
- RSA Authentication Manager.
- Excellent diagnostic skills and consistently solve problems Ability to work on various ticketing tool.
- Working Experience on Hybrid Environment.
- O365 Administration.
- IT Service & Trend analysis and Governance.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Sr. Service Desk Engineer
Yash Technologies PVT Ltd.
11.2018 - 09.2020
- Support to Global TetraPak users regarding their IT issues.
- Provide support on Citrix, VPN, RSA, Outlook.
- Installation and up-gradation of application using SCCM and through manual set up files.
- Working on escalated case to get the issue resolved.
- Handling admin roles in Cisco unified CM administration.
- Configuring IP Phones.
- Cisco Jabber issues.
- SAP administration.
- Office administration.
- RSA token issues.
- User Provisioning.
- Bitlocker encryption administration.
- SmartCard administration and certificates management.
- Providing KT to new employees.
- Handling level 2 to 3 escalations.
- Served as an escalation point for critical incidents, successfully resolving high-impact issues under tight deadlines.
- Implemented ITIL-based processes for incident management, resulting in more effective problem resolution.
Technical Support Engineer
Incedo PVT Ltd.
12.2017 - 10.2018
- Provide support to University's students and staff regarding their IT issues.
- Provide support on Citrix, VPN, RSA, Outlook and LMS issues.
- Help users regarding their access related issue.
- Password reset from AD.
- Hands on various ticketing tools like Remedy, Salesforce, ServiceNow, Heat, Manage Engine, etc.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Earned recognition from management for consistently delivering exceptional service quality.
Senior Solution Engineer
Quatrro Global services Ltd.
01.2013 - 01.2015
- Troubleshoot issues related to Windows.
- Solve issues like No Boot, No Internet, Slow Speed, etc.
- Help the customers to install the windows XP, vista, 7 and 8.
- Solve all the issue related to printers, routers.
- Fix issues related to computer performance.
- Removal of all type of infections manually and using the tools.
- Mentored junior engineers in best practices and advanced technical concepts, fostering professional development and skill enhancement.
- Provided exceptional pre-sales support, contributing to increased sales revenue and an expanded client base.
Technical Associate
Wipro Infotech LTD
10.2010 - 10.2011
- Tier2 for Verizon Internet Service Provider.
- Solve issues like no internet, slow internet etc.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Reduced downtime for clients through proactive maintenance and timely issue resolution.
Education
BCA - Computer Applications Development
Bangalore University
Bengaluru, India12th - undefined
St. Johns School
10th - undefined
Carmel Convent School
Skills
IT compliance
Incident management
ITIL framework
IT service management
Team collaboration
Technical support oversight
Teamwork and collaboration
Problem-solving
Multitasking
Excellent communication
Personal Information
- Date of Birth: 05/21/89
- Gender: Male
- Nationality: Indian
Accomplishments
- Achieved BlueMarble migration project with 250 users migration from Domain, Applications, VPN,etc.
- Achieved Zoho ManageEngine SaaS model cloud based ticketing tool integration and implementation.
- Got recognized & awarded for multiple project completions.
Timeline
IT Helpdesk Manager
Parishram Resources Pvt. Ltd.
08.2024 - Current
IT Service Desk Team Lead
WIPRO LTD
09.2022 - 08.2024
Assistant Manager Service Desk IT
Global University Systems (GUS) India
10.2020 - 08.2022
Sr. Service Desk Engineer
Yash Technologies PVT Ltd.
11.2018 - 09.2020
Technical Support Engineer
Incedo PVT Ltd.
12.2017 - 10.2018
Senior Solution Engineer
Quatrro Global services Ltd.
01.2013 - 01.2015
Technical Associate
Wipro Infotech LTD
10.2010 - 10.2011
12th - undefined
St. Johns School
10th - undefined
Carmel Convent School
BCA - Computer Applications Development
Bangalore University