Shreenath Kunder
Mumbai,Mumbai
Summary
Innovative Computer and Information Systems Manager with experience leading IT departments and managing complex projects from conception to implementation. Skilled in optimizing team dynamics, integrating new technologies, and developing strategies that improve productivity. Proven expertise in enhancing system operations and streamlining workflow processes across platforms.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Senior IT Technical Manager
Unique Enterprises for Mumbai and NAVI Mumbai International Airport
02.2026 - Current
- Leading IT engineers, support staff, and contractors. Manage outsourced service providers and technology partners.
- Coordinate with: 1) Airport Operations Teams 2)Airlines 3)Ground Handlers 4) Security Agencies 5) Immigration and Customs Authorities 6)Technology Vendors. Act as the primary escalation point for critical IT issues.
- Participated in operational and emergency response meetings, ensuring critical details and communications were conveyed during major incidents.
- Coordinated with internal team members on SNOW-related INC and REQ tickets.
- Analyzed P1, P2, and P3 issues faced by end users to identify common problems. been faced by end users and common Troubleshooting done by L1/L2 agents.
- Has been working with CCTV, FIDS and the EUS team to check the Operational Requirements, troubleshoot, and tools used during Daily Operations.
- Engaged with stakeholders to gather insights on common issues and daily tasks performed. to understand common issues and daily tasks performed by network, data center, FIDS, and application leads.
- Application used by end-users such as Service now and Resolution has been Communicated to end users from our L1/L2 engineers.
- Conduct performance reviews and skill development programs according to ITIL-based practices.
IT Technical Manager
Supernova Industrial & Management Solutions
01.2025 - 01.2026
- Developed and implemented strategies, policies, and procedures that ensured high-quality technical support services.
- Monitored and analyzed support metrics to identify improvement areas and make data-driven decisions that enhanced team performance and customer satisfaction.
- Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
- Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
- Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
- Prepared and presented reports on team performance, key metrics, and customer feedback to inform senior management.
Senior IT Manager
Wipro Technologies Limited
04.2019 - 09.2024
- Ensured 100% SLA compliance and handled Major Incidents very efficiently.
- Addressed and resolved operational issues proactively, prioritizing critical incidents.
- Collaborated with MIAL operations team and stakeholders to deliver consistent, effective service.
- Coordinated consistently with all team leads and members on new tasks, sharing timely information to keep everyone informed about activities.
- Has always understood the new needs of the business and the client requirements and accordingly coordinated with teams to take action accordingly on a timely basis.
- Coordinated team communication to ensure synchronization during activities across locations.
- Conducted timely RCA and MIR from vendors and teams during major incidents.
Team Lead for IT support
Euphoria Technologies for IIFL (Broking and Securities) Company
07.2018 - 02.2019
- Acted as the first point of contact for customers seeking technical assistance over the phone or email.
- Performed remote troubleshooting using diagnostic techniques and collaborated with Network/Datacenter teams for advanced issues.
- Evaluated customer issues to identify effective solutions.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provided accurate information on IT products and services while logging events, problems, and resolutions for future reference.
- Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team.
- Identified and suggested improvements to procedures, enhancing overall support efficiency.
Technical Network Support Engineer
Ubiquiti Networks
06.2016 - 03.2017
- Installed and maintained routers, switches, and wireless access points/radios on towers and customer premises to ensure reliable network connectivity.
- Monitored, troubleshot, and resolved performance and capacity issues; identified network bottlenecks and problems; utilized various tools to address system issues; maintained configuration backups and prepared system documentation.
- Administered hardware and software for metropolitan area network/internet service provider systems to ensure optimal performance.
- Communicate in a professional manner with customers; discuss equipment placement, cable routing and paperwork completion; use a courteous and professional approach to address customer questions and concerns.
- Perform all work in accordance with company quality and safety standards, policies and procedures.
- Assist in ensuring that all assigned inventory is up-to-date and accurate.
- Maintain professional appearance and behavior in accordance with company accepted standards.
- Executed additional tasks assigned by management.
Senior Technical support Associate
Dell Desktops and laptops in SITEL India Limited
06.2011 - 06.2016
- Resolved client issues by addressing concerns and providing effective solutions for queries across various Windows platforms (Windows XP, Vista, 7, 8, 10).
- Handled troubleshooting issues and resolved technical queries related to hardware and software across multiple Windows platforms.
- Obtains client information by answering telephone calls, interviewing clients; verifying information.
- Determines eligibility by comparing client information to requirements.
- Inform clients by explaining procedures; answering questions; providing information.
- Maintained quality results by adhering to standards and guidelines; recommended improvements to enhance service delivery.
- Updates job knowledge by studying new product descriptions and participating in educational opportunities.
- Accomplished sales and organization mission by completing related results.
- Maintains communication equipment by reporting problems.
Senior Technical Support Associate
Concentrix(HP DESKTOP & LAPTOP)
01.2010 - 10.2010
- Diagnosed technical issues concerning hardware and software, particularly internet connectivity.
- Escalated priority issues based on client specifications, ensuring timely resolution.
- Researched available resources to effectively resolve client inquiries and enhance service quality.
- Analyzed data from various sources to identify issues and potential solutions.
- Upsold additional services by identifying account opportunities and explaining new features.
- Ensured call center database integrity through accurate data entry and timely updates.
- Followed established procedures to keep equipment operational and reported malfunctions promptly.
- Updated knowledge on system changes and standard procedures to provide accurate support.
Customer Service Associate
First Source Solutions
06.2008 - 05.2009
- Resolved complaints to enhance customer satisfaction and loyalty.
- Answered participant questions and clarified their information requests.
- Followed up with participants within 24 hours regarding escalations.
- Provided alternative solutions to retain customers' and clients' business.
- Monitored call tracking responses to ensure timely follow-ups. Call tracking for responses from the administrative team so call returns are done in a timely fashion.
- Logged participant inquiries accurately in Call Tracking System to maintain thorough records.
- Accurately process and record call transactions using a computer and designated tracking software.
Education
Post-Graduate - Advanced Computing (DAC)
C-DAC Center At Vidyanidhi InfoTech Academy
Mumbai01-2009
Bachelor of Science - IT (Information Technology)
K. G. Mittal Institute of Management, Information
Mumbai01-2008
Skills
- ITIL framework
- Incident management
- IT infrastructure management
- Network troubleshooting
- Technical documentation
- Performance metrics
- Continuous integration
- Issue resolution/troubleshooting
- Operational assessment
- End user support
- Technical innovation
- Process improvement
- Training and mentoring
- Technical leadership
- IT strategy development
- Team leadership
- Team collaboration
- Client relationship building
- Problem solving
- Requirements gathering
- Technical system improvements
- Process improvement
- Team leadership
Personal Information
Date of Birth: 1986-10-11
Certification
Certification in Hardware and Networking (Govt .College of Engineering (Bandra Polytechnic)., Certification in Core and Advance Java (SSI Ltd Borivali(w))., MCSE certifications from RSTFORUM (Matunga (E).
Personal Profile
Listening to music, Travelling.
Extra-Curricular Activities
- Captained in School level cricket tournaments.
- Participated in cultural events.
- Given Paper Presentation in SAP (NL COLLEGE Festival).
- Given Paper Presentation in AMD64(intercollegiate Event).
Hobbies and Interests
Listening to music, Travelling.
Disclaimer
Declaration: I hereby declare that all the above information is true to the best knowledge. Shreenath Kunder
Timeline
Senior IT Technical Manager
Unique Enterprises for Mumbai and NAVI Mumbai International Airport
02.2026 - Current
IT Technical Manager
Supernova Industrial & Management Solutions
01.2025 - 01.2026
Senior IT Manager
Wipro Technologies Limited
04.2019 - 09.2024
Team Lead for IT support
Euphoria Technologies for IIFL (Broking and Securities) Company
07.2018 - 02.2019
Technical Network Support Engineer
Ubiquiti Networks
06.2016 - 03.2017
Senior Technical support Associate
Dell Desktops and laptops in SITEL India Limited
06.2011 - 06.2016
Senior Technical Support Associate
Concentrix(HP DESKTOP & LAPTOP)
01.2010 - 10.2010
Customer Service Associate
First Source Solutions
06.2008 - 05.2009
Post-Graduate - Advanced Computing (DAC)
C-DAC Center At Vidyanidhi InfoTech Academy
Bachelor of Science - IT (Information Technology)
K. G. Mittal Institute of Management, Information