Shyam Sunder Dwivedi
Udaipur
Summary
Highly experienced IT professional with over 18 years of expertise in IT service delivery, management, and infrastructure development. Demonstrated success in leading IT operations across multiple sites, optimizing service processes, and enhancing customer satisfaction through strategic implementation of technology solutions. Skilled in vendor management, team leadership, and project administration, aiming to leverage these skills in an IT Manager position to drive organizational growth and efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deputy Manager-Information Technology Operations
Five Splash Infotech Pvt Ltd
Udaipur
06.2023 - Current
- Maintained regulatory compliance by monitoring daily operations.
- Collaborated with cross-functional teams to streamline operations.
- Developed strategies for improving customer service standards within the organization.
- Identified cost-saving opportunities resulting in significant expense reduction.
- Prepared monthly progress reports detailing achievements against set targets.
- Adhered to safety protocols in line with established guidelines.
- Provided necessary technical assistance and advice to subordinates when needed.
- Collaborated with vendors and suppliers to secure best deals on products and services purchased by the organization.
- Worked closely with customers to understand needs and resolve diverse issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Analyzed network traffic patterns to identify potential problems or areas for improvement.
- Ensured compliance with applicable laws regarding privacy protection of sensitive data.
- Developed, implemented and maintained inventory control systems to ensure accurate record keeping.
- Developed, implemented, and maintained incident management policies and procedures.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Performed root cause analysis to determine underlying causes of incidents.
- Conducted regular reviews with customers to discuss performance against SLA targets.
- Assisted in the development of dialer campaigns and strategies to maximize customer engagement.
- Set up new users on the dialer system, including training and troubleshooting support.
- Addressing and resolving any technical issues that may occur with the dialer software.
- Managed Active Directory user accounts, groups, and computer objects.
- Provided support in resolving network connectivity problems associated with DNS, DHCP, and TCP/IP setup.
- Conducted status meetings with internal teams and external partners to track progress against established milestones.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
Assistant Manager- Information Technology Operatio
Five Splash Infotech Pvt Ltd
Mumbai
09.2022 - 06.2023
- Developed and implemented project plans to ensure successful completion of IT projects.
- Analyzed existing systems and identified areas for improvement, resulting in increased efficiency and cost savings.
- Provided technical guidance to clients regarding the selection, implementation, and use of software applications.
- Assessed customer needs and provided recommendations for technology solutions that met their business requirements.
- Monitored network performance to identify potential issues before they become major problems.
- Conducted training sessions to educate staff on the proper use of technology tools and software programs.
- Performed regular maintenance tasks such as patching operating systems, updating virus protection software, and backing up data files.
- Resolved complex technical problems in a timely manner while providing excellent customer service.
- Supervised IT staff accountable for identifying and diagnosing server and data center issues and design and implementation of new data center technologies.
Team Leader- Information Technology Operations
Startek (Aegis Customer Support Services Private Limited)
Gurgaon
09.2018 - 09.2022
- Developed and implemented project plans to ensure successful completion of IT projects.
- Provided technical guidance to clients regarding the selection, implementation, and use of software applications.
- Monitored network performance to identify potential issues before they become major problems.
- Performed regular maintenance tasks such as patching operating systems, updating virus protection software, and backing up data files.
- Documented all procedures related to installation, configuration, operation, troubleshooting, security protocols, and repair of hardware or software components.
- Resolved complex technical problems in a timely manner while providing excellent customer service.
- Developed detailed system specifications based on user requirements and industry standards.
- Supervised IT staff accountable for identifying and diagnosing server and data center issues and design and implementation of new data center technologies.
- Assisted in the development of dialer campaigns and strategies to maximize customer engagement.
- Set up new users on the dialer system, including training and troubleshooting support.
- Modified user permissions within the system based on job roles and responsibilities.
- Resolved technical issues with the dialer software as they arose.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
Assistant Manager-IT Infrastructure & Services
Vertex Customer Management India Private Limited
Hyderabad
08.2015 - 09.2018
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Coordinated with other departments to ensure smooth flow of operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Managed customer service inquiries and complaints in a timely manner.
- Participated in creating strategic initiatives with the management team to reach business goals.
- Communicated regularly with customers to gain insights into their needs.
- Collaborated with internal teams and external partners in conducting frequent status meetings to monitor project progression according to predefined targets.
- Engaged in cross-departmental teams aimed at producing innovative resolutions for challenging problems.
- Contributed to the development of effective dialer campaigns and strategies, resulting in increased customer engagement.
- Established user accounts on dialer platform by providing comprehensive training and technical assistance.
- Fixed technical issues with the dialer software before they had a chance to escalate.
System Administrator
IT Friend India Pvt. Ltd
Delhi
11.2013 - 05.2015
- Configured and maintained system hardware, software and network components.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Installed, tested and evaluated new systems, applications and patches.
- Created user accounts and managed access rights for users.
- Troubleshot application errors and provided technical support to end-users.
- Implemented security measures such as firewalls, antivirus programs.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
- Resolved complex technical problems within established service level agreements.
Centre Technical Head Cum Senior Corporate Trainer
HCL CDC (Training Division of HCL Info systems Ltd.)
Kanpur
09.2007 - 10.2013
- Provided technical support to internal teams, customers, and vendors.
- Created detailed technical documentation including user guides, tutorials, and training materials.
- Coordinated with external vendors for purchasing IT equipment as required by the organization.
- Trained staff on proper usage of hardware and software systems according to company standards.
- Installed, configured, and maintained Windows Server operating systems.
- Maintained user accounts and security policies in Active Directory.
- Performed system upgrades to hardware and software components of the server environment.
- Configured RAID arrays on servers for better disk performance and redundancy of data storage.
- Developed and implemented comprehensive technical training courses for both internal and external personnel.
- Assisted in developing instructional materials such as presentations, handouts, videos, and manuals.
Technical Trainer
Jetking Info train Pvt. Ltd.
Kanpur
02.2006 - 09.2007
- Developed and implemented comprehensive technical training courses for both internal and external personnel.
- Researched new teaching methods to enhance student engagement and learning outcomes.
- Created and conducted in-person, online, and onsite training sessions to ensure a thorough understanding of the subject matter.
- Assisted in setting up virtual labs for hands-on practice with network devices such as routers, switches, firewalls.
- Maintained records of student attendance, grades, feedbacks and other relevant information related to the classes.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Adapted teaching methods according to the needs of individual learners or groups.
- Resolved any issues raised by participants during the training session in a timely manner.
- Provided support for trainers in order to ensure successful delivery of courses.
Education
Bachelor of Science - Electronics Technology
Kanpur University
Kanpur02-2003
Skills
- Cost analysis and savings
- Process and procedure development
- Task Delegation
- Performance Improvements
- Purchasing and planning
- Quick decision-making abilities
- Active Directory knowledge
- Network Architecture
- Technical Support
- Incident Management
- Patch management
- Data Security
- Staff Management
- Project Planning
- Employee Development
- Team building
- Time management abilities
- Vendor Management
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Certification
A+ CompTIA Career ID: COMP001020061089
MCP Microsoft Certification ID: 7139480
Diploma in “Chip Level Hardware and Networking, A-SET Training & Research Institutes (P) Ltd. New Delhi, Certificate Number: 6547
CCNA (Routing and Switching) Exam Preparation, MCITP & Exchange Server Courses from Kword Net Academy
Accomplishments
- Muliple times winner of monthly and quarterly RNR ceremony
- Got client appreciation for making faster resolution in complex situations
Affiliations
• Deployed all the IT infra (Firewall, Switches, Routers Servers and Desktops) for newly created site In FiveS Digital at Navi Mumbai and smooth Migration from temporary office to new office without production Impact.
• For new site creation in Gurgaon played important Key role as SPOC in co-ordination with client, Project
team, Vendors and ISP/TSP’s for Startek (Aegis Customer Support Services Private Limited) in Sep-2019.
• Successfully Restructured Entire Network and AD Infrastructure involving more than 3000 workstations migrated & Integrated Windows 2008 Active Directory from Windows 2000 and 2003 based isolated Domains.
• Successfully Setup and well organized and managed the IT infrastructure including Serves, Network, and VOIP for outbound /inbound setup for smooth launch for various and premier clients like Vodafone, Abhibus, Tata Sky, O2SPA, DesiMD etc...
• Successfully Implemented DR [Disaster recovery] plan and policies during major incidents to minimize or unaffected the business for entire IT infra.
- To make our IT setup more trusted enforced international policies and guideline like ITIL, PRINCE 2 and ISO standards, and open it for all kind of audit by our clients and our internal IT team.
• Defined entire IT process flow including troubleshooting mechanism and DR as per international or enterprise standards within the team, clients and management to reducing downtime.
• For all above said achievements good work gets multiple time appreciations from my clients and award from Higher Management.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureWork from home optionPaid sick leaveHealthcare benefitsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Deputy Manager-Information Technology Operations
Five Splash Infotech Pvt Ltd
06.2023 - Current
Assistant Manager- Information Technology Operatio
Five Splash Infotech Pvt Ltd
09.2022 - 06.2023
Team Leader- Information Technology Operations
Startek (Aegis Customer Support Services Private Limited)
09.2018 - 09.2022
Assistant Manager-IT Infrastructure & Services
Vertex Customer Management India Private Limited
08.2015 - 09.2018
System Administrator
IT Friend India Pvt. Ltd
11.2013 - 05.2015
Centre Technical Head Cum Senior Corporate Trainer
HCL CDC (Training Division of HCL Info systems Ltd.)
09.2007 - 10.2013
Technical Trainer
Jetking Info train Pvt. Ltd.
02.2006 - 09.2007
Bachelor of Science - Electronics Technology
Kanpur University
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