Rohan Deshmukh
Pune
Summary
With 23 years of experience in the IT industry, I am an accomplished and results-focused management professional. Throughout my career, I have worked with global organizations such as Capita India, Microsoft, HP Enterprises, DXC Technologies, Wipro Technologies, and Mphasis. My expertise extends across multiple industry verticals, including finance, agrochemicals, education, and retail. I have a proven track record in IT service delivery, stakeholder management, and people management.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Capita India Pvt. Ltd.
06.2019 - Current
- Accountable for managing IT service delivery to key Capita Group functions promoting the continuous improvement of productivity, service quality, and customer satisfaction
- Introduced Service Delivery scores to multiple Capita Group Functions and Global Delivery Centers and consistently achieved 100% scores for Service and Collaboration with technical and functional teams
- Ownership of key client platform and supporting infrastructure (Servers, Applications, Networks) for key Capita functions and multiple schools in one of the Counties in the UK
- Managed Service Delivery for Capita Global Delivery Centers across India, South Africa & Poland
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
Service Delivery Manager
Mphasis Ltd.
05.2016 - 06.2019
- Managed portfolio worth $20 Million for Agro-Chemical business with a complex multi-cloud environment including critical business applications across data centers & 30K clients across the globe
- Overall end-to-end delivery of a large no
- Of services like AD, PKI, Citrix & VDI, SharePoint, Webtrends, IIS, and remote Branch locations services
- Turned around customer satisfaction results for Citrix and AD services from 3.5/5 to consistently delivering 5/5
- Recognized by the customer for a successful transition of the delivery unit from Bratislava to India
- Lead migration and transformation of Legacy Infrastructure and applications to public and private cloud
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Project Manager
Wipro Technologies
10.2012 - 05.2016
- Managed approximately 10 incoming provisioning requests per day for Windows, and UNIX servers along with DB and Storage in the American region for the reputed global bank
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Spearheaded Innovation & Continual improvement initiatives
- Provided detailed project status updates to stakeholders and executive management.
- Managed projects from procurement to commission.
Team Manager
Microsoft India (R&D) Pvt. Ltd
02.2006 - 09.2012
- Managed a team of technical support professionals, in the SharePoint and Office System cluster to deliver high-level support to Premier and Professional customers.
- Improved customer satisfaction survey results for the SharePoint team from 72% to 85% for global customers within a quarter and sustained the same.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Server and Exchange Administrator
Wipro Infotech
12.2001 - 02.2006
- Administration of Windows 2003/2000/NT and Exchange 2000/2003 servers at Head Office of an Indian Retail giant and its stores across India
- Awarded by Wipro for exemplary work at customer office during the Mumbai floods in the year 2005
- Handled Dell Operations of Wipro Mumbai and Pune
Education
BSc. - Statistics
Bhavan's College
Mumbai01.2001
Skills
- Operational Service Excellence
- Client Engagement
- IT Infrastructure Oversight
- Performance Evaluation
- Stakeholder Engagement
- Cloud Migration Expertise
- Microsoft Azure Expertise
- Customer satisfaction
Certification
- Prince 2 Foundation Certificate in Project Management
- Microsoft Azure Fundamentals
- Microsoft Azure AI Fundamentals
- ITIL V4 Foundation
- ITIL 4 Strategist: Direct, Plan and Improve
- Pursuing PGDM - IT from MIT SDE
Personal Information
- Date of Birth: 02/27/81
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Marathon Runner
- Triathlete
Timeline
Service Delivery Manager
Capita India Pvt. Ltd.
06.2019 - Current
Service Delivery Manager
Mphasis Ltd.
05.2016 - 06.2019
Project Manager
Wipro Technologies
10.2012 - 05.2016
Team Manager
Microsoft India (R&D) Pvt. Ltd
02.2006 - 09.2012
Server and Exchange Administrator
Wipro Infotech
12.2001 - 02.2006
- Prince 2 Foundation Certificate in Project Management
- Microsoft Azure Fundamentals
- Microsoft Azure AI Fundamentals
- ITIL V4 Foundation
- ITIL 4 Strategist: Direct, Plan and Improve
- Pursuing PGDM - IT from MIT SDE
BSc. - Statistics
Bhavan's College
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