Sanoob Mohanlal
Bangalore
Summary
Dynamic IT Team Lead with a proven track record at Technowand PTY LTD, excelling in incident management and team development. Expert in M365 administration, I drive performance improvements and foster collaboration, achieving SLA compliance and enhancing service desk operations. Committed to elevating team capabilities through strategic coaching and insightful reporting.
Overview
10
10
years of professional experience
3
3
Certification
Work History
Tech Team Lead
Technowand PTY LTD
Cochin
11.2024 - Current
- As a Managed Service Provider (MSP), I managed daily IT operations for a portfolio of over 30 clients.
- Monitor ticket and call queues.
- Clean up aging tickets.
- Track SLA, KPI, and OLA metrics.
- Generate monthly agent performance and stack ranking reports.
- Monitor attrition and shrinkage trends.
- Participate in daily stand-ups and team reviews (weekly/monthly).
- Manage major incidents efficiently.
- Handling customer escalation calls and tickets.
- Call/Ticket audit for CSAT improvement.
ITSD Team Lead
HCL Technologies LTD
Bengaluru
12.2022 - 08.2024
- Spearheaded process improvements during pilot phase, establishing foundational workflows.
- Ensured SLA and KPI compliance through proactive monitoring and performance checks.
- Set team goals, delegated responsibilities, and enforced deadlines to enhance accountability.
- Oversaw daily operations while tracking team performance against key metrics.
- Actively contributed to client meetings, providing insights that shaped project direction.
- Identified skill gaps and implemented coaching sessions to elevate team capabilities.
- Mediated conflicts and addressed concerns to maintain a productive work environment.
- Cultivated a communicative team culture that fostered collaboration and transparency.
Senior System Engineer
Cognizant Technology Solution
Bengaluru
08.2021 - 12.2022
- Handling on-the-fly call escalations, major incident calls, and requests for management.
- Acting as a communication and escalation point across the Service Desk.
- Working with the L2 to understand the gaps and improve FCR.
- Identifying gaps in productivity, and updating the KB.
- Leading the way as a Subject Matter Expert (SME) for M365-related incident management and ticket handling.
- Possessing in-depth technical expertise with Mac OS X, iOS, and Windows.
- Mentoring peers and newly hired associates.
- Monitor service desk metrics, and prepare reports.
- Provided technical coordination by training and scheduling junior team members to ensure smooth operations and skill development.
Senior Helpdesk Support Engineer
InknowTech Pvt Ltd (SAP Labs India PVT LTD)
Bengaluru
07.2020 - 08.2021
- Managed calls and chats for users across US, CA, and PH regions.
- Assisted end users with incident management and service requests within designated SLA.
- Troubleshot M365 Admin issues, Citrix login problems, and RSA secure ID token challenges.
- Resolved multifactor authentication, VPN, single sign-on, and device mobility ticket issues.
- Handled SCCM issues and configured software center for optimal performance.
- Addressed Mac self-service compliance problems and provided L1 support for compliance issues.
- Executed manual service starts through configuration manager and remediated software center discrepancies.
- Configured Microsoft Intune and Microsoft Autopilot for laptop imaging.
Networking Executive
SriKrishna Telecom (Mediakind India PVT LTD)
Bengaluru
05.2019 - 06.2020
- Handling the tickets in service now platform.
- Operating System: Window7 Windows 8 Windows 10 and Mac
- Providing support to end user in tickets.
- Dispatching the issues to next level team which is out of scope.
IT Executive
WOW Express (JMS Logistics and Express Pvt Ltd)
Bengaluru
07.2016 - 04.2019
- Managing IT Operations for WOW Express.
- Directs technical personnel involved in the support of end user hardware and software.
- Supporting in escalated tickets for 20 branches.
- Giving full support for the e-logistics particular software by adding and removing users as per the requirement and providing necessary access.
- Handling calls from the end user and sorting the issue in remote.
- Installation, configuration, and troubleshoot basic MS applications like Office products and others.
- Desktop issues, configuration of printers, basic troubleshooting with BSOD and assistance with software installation.
- Reimaging Windows OS and Drivers.
System Admin Trainee
Deccan Charters Pvt Ltd
Bengaluru
02.2015 - 09.2015
- Configuring mails in outlook and outlook express.
- Adding users in Active Directory.
- Configure new hardware, install and update the software packages & Patches.
- Troubleshooting Desktop issues.
- Configure printer through network.
- Scan and remove the viruses/Junk folder manually to increase the performance.
- Look after physical and investigative processes, including technical support.
Education
BE - Mechanical Engineering
Vickram College of Engineering
MaduraiKG-12th - Higher Secondary
Hilton Matric Hr Sec School
Old CourtallamSkills
- IT service desk operations/mangement
- M365 administration and security
- Remote monitoring and management
- Networking
- Incident management
- Team leadership and development
Certification
- Certification in A+ and N+ (ADCHN)- CSC Institute
- Certification in ITIL V3 Foundation- Noval Vista
- Certified People Manager - HCL
Disclaimer
I consent to the processing of my personal data for the purpose of recruitment for the position to which I am applying
Sanoob Mohanlal
Bengaluru
Timeline
Tech Team Lead
Technowand PTY LTD
11.2024 - Current
ITSD Team Lead
HCL Technologies LTD
12.2022 - 08.2024
Senior System Engineer
Cognizant Technology Solution
08.2021 - 12.2022
Senior Helpdesk Support Engineer
InknowTech Pvt Ltd (SAP Labs India PVT LTD)
07.2020 - 08.2021
Networking Executive
SriKrishna Telecom (Mediakind India PVT LTD)
05.2019 - 06.2020
IT Executive
WOW Express (JMS Logistics and Express Pvt Ltd)
07.2016 - 04.2019
System Admin Trainee
Deccan Charters Pvt Ltd
02.2015 - 09.2015
BE - Mechanical Engineering
Vickram College of Engineering
KG-12th - Higher Secondary
Hilton Matric Hr Sec School
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