Summary
Overview
Work History
Education
Skills
Certification
Interests
Languages
Affiliations
Timeline
Generic

Ramchandra Halwalkar

Pune

Summary

IT Specialist with 8+ years of expertise in Technical Support, Infrastructure Library, and Service Desk Support. Proficient in networking and operating system software. Holds a bachelor's degree and reputable certifications. A highly motivated individual with exceptional communication and SLA management skills. Currently leading and managing a team of 26 professionals with a forward-looking approach.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior IT Officer

Randstad India Pvt Ltd
Baramati
05.2018 - 02.2023
  • Managed and maintained the organization's server infrastructure, including installation, configuration, data backup, and administration of physical and virtual servers.
  • Troubleshot server-related issues, investigated root causes and provided timely and effective resolutions.
  • Implemented and maintained server security measures, including regular patching, vulnerability assessments, and access controls.
  • Developed and implemented backup strategies to protect data integrity and ensure business continuity.
  • Administered and maintained Active Directory services, including user and group management, domain controllers, group policies, and security configurations.
  • Led the implementation of various IT projects, including Access Control, Kronos Attendance System, CCTV System Upgrade, Office 365, and MS Teams integration with Cisco.
  • Collaborated with cross-functional teams to ensure seamless integration and troubleshoot complex issues.

Team Lead - Service Desk

Tata Consultancy Services
Bangalore
07.2017 - 08.2018
  • Led a team of 30 and inspired them to achieve performance targets and meet service level agreements.
  • Prioritized, escalated, and ensured prompt and efficient resolution of incoming incidents and service requests.
  • Acted as a trusted point of contact for escalations and provided exceptional customer service.
  • Monitored and reported service desk performance metrics, including ticket volumes, response times, and customer satisfaction.
  • Conducted training, coaching, and mentoring to develop technical skills and improve customer service abilities.

Team Lead - Service Desk

Orient Technology Private Limited
Mumbai
10.2014 - 01.2017
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Supervised the delivery of services to users (24/7/365) and ensured adherence to specified standards and protocols.
  • Managed critical user incidents and provided feedback and coaching to team members.
  • Led and managed the team of IT Service Desk Analysts providing L1 and L2 line support.
  • Monitored employee tasks and evaluated information processing and performance.

Service Executive

Angel Broking Private Limited
Mumbai
12.2013 - 09.2014
  • Delivered effective technical assistance and support to customers related to IT products.
  • Identified, diagnosed, and resolved technical issues or software bugs reported by customers.
  • Interacted with customers via various channels (email, phone, chat) to gather information and provide updates.
  • Created and maintained support documentation, including knowledge base articles, FAQs, and troubleshooting guides.

Education

Bachelor of Science - Computer and Information Sciences

Monad University

Skills

  • IT Infrastructure
  • Team Management
  • Systems Administration
  • Active Directory
  • Data backups
  • Disaster recovery planning
  • SLA and Incident Management
  • Operating System Monitoring and Troubleshooting

Certification

  • ITIL Foundation Certificate in IT Service Management
  • Microsoft Certified Solutions Associate
  • Microsoft Certified Professional

Interests

Music (guitar and flute); cooking; photography.

Languages

English
Advanced
C1
Hindi
Proficient
C2

Affiliations

  • Data Center Implementation (Ferrero Group) Worked closely with vendors to create an all-inclusive hardware and software solution and blueprints for implementation.

Timeline

Senior IT Officer

Randstad India Pvt Ltd
05.2018 - 02.2023

Team Lead - Service Desk

Tata Consultancy Services
07.2017 - 08.2018

Team Lead - Service Desk

Orient Technology Private Limited
10.2014 - 01.2017

Service Executive

Angel Broking Private Limited
12.2013 - 09.2014

Bachelor of Science - Computer and Information Sciences

Monad University

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Ramchandra Halwalkar