Hi, I’m
Sonam Mishra
Greater Noida
Summary
Bringing over 14 years of extensive expertise in Global and Domestic IT Operations, Security, Audit, Risk, Governance, Team Management, Remote Infrastructure, Training, and Client Management. Proficient in ITIL, Project Management, Project Transition, IT Service Delivery, ITSM, Incident Management, and Leadership. Adept at driving service delivery excellence and skilled in managing diverse IT functions. Proven track record in ensuring operational efficiency and enhancing security measures. Demonstrated ability in leading and mentoring teams towards achieving organizational goals. Committed to delivering high-quality solutions and maintaining optimal client satisfaction.
Overview
14
years of professional experience
2
years of post-secondary education
4
Certifications
2
Languages
Work History
Macquarie global India Services
Assistant Vice President
01.2023 - 08.2023
Job overview
- Oversee a team of 15+ professionals across technical support and asset management, ensuring alignment with organizational objectives and high-performance in-service delivery.
- managing software and hardware asset compliance, ensuring alignment with global licensing policies and audits.
- Designed and implemented best practices in asset lifecycle management, achieving a 25% increase in asset utilization and significant cost savings.
- Conducted asset compliance audits, documented discrepancies, and proposed corrective actions to maintain adherence to licensing requirements.
- Collaborated with IT and procurement teams globally to standardize compliance processes and ensure policy alignment across APAC, EMEA, and US.
- Oversaw IT service delivery, driving a 25% increase in stakeholder satisfaction through process enhancements and data-driven insights.
- Develop and execute strategies for technical support operations, asset management, and user experience improvements, leading to a 30% reduction in support resolution times and a 25% increase in user satisfaction scores.
- Implemented asset management best practices, including inventory management, lifecycle tracking, and compliance monitoring, resulting in a 25% increase in asset utilization and cost savings.
- Serve as the primary point of contact for key stakeholders, addressing their needs, resolving issues, and providing regular updates on support performance and initiative.
- Implement and manage escalation processes to handle critical incidents and high-priority issues, ensuring timely and effective resolution.
- Collaborate with cross-functional teams to align technical support processes with business goals and stakeholder expectations, resulting in a 25% increase in stakeholder satisfaction.
- Analyze support metrics and feedback to identify areas for improvement, drive process enhancements, and optimize support operations.
- Monitor and analyze support and asset metrics to identify trends, optimize processes, and drive improvements in operational efficiency and customer experience.
- Conduct user experience assessments and usability testing to identify areas for improvement and drive design enhancements that meet user needs and business goals.
- Promote a culture of excellence, collaboration, and continuous improvement.
- Conduct performance evaluations, provide feedback, and identify development opportunities for team members.
Yamaha Motor Solutions India Pvt.Ltd.
Senior Manager-IT Governance & Infrastructure Management
01.2016 - 05.2017
Job overview
- Company Overview: Yamaha Motor Solutions India Pvt.Ltd. (IT)
- Managing IT operations of 3 major client for multiple sites pan India, engaging 25-30 service desk engineers, Network administrators & system administrators and ensuring defined SLAs are met.
- Directing, leading, and motivating 25-30 engineers split across locations: imparting continuous support for accomplishing greater operational effectiveness / efficiency.
- Chaired weekly meetings with Engineers to assess SLAs, reengineer processes and support on outstanding issues to facilitate a positive client experience.
- Design insightful coaching and mentorship sessions post reviewing the half yearly and yearly performance management.
- Created service level objectives to align performance expectation.
- Responsible for Talent growth, driving optimization and delivery excellence.
- Ensures that the service desk team is appropriately involved in new initiatives and actively helping improve IT and business-wide services.
- The ability to build a cohesive team and to manage people effectively makes a successful team. This strongly includes the ability to coach and develop the team.
- Managing quality assurance program, internal audits, and customer surveys.
- Increased the customer satisfaction by 40% within 3months of acquiring the service desk team, optimizing the escalation model.
- Ensures the team follows the process, best practice, and standard across the organization to provide the support.
- Ensuring all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- While holding the responsibilities of directing technical support engineers, I am also responsible for Software compliance and for performing various IT governance activities for organization like Asset Mgmt., Cybersecurity audits, Software assessments, ITGC audits and drafting IT policy.
- Managing multiple upgrade/migration projects encompassing IT infrastructure resiliency, BYOD, EFSS, e-mail journaling/archiving, application/desktop virtualization, and office relocations.
- Working with business stakeholders to ensure IT services met all business requirements remaining within budget.
- Creating project plans and technical documentation, scheduled internal & vendor meetings, allocated resources, tracked budgets and drove projects to completion.
- Researched vendors, evaluated service offerings and SLAs, performed cost analyses, completed POCs, and presented solution recommendations to senior management to replace legacy IT applications and infrastructure.
- Responsible for preparing & explaining the IT Project reports about ongoing tasks related to Governance & Infrastructure management to the CTO monthly.
- Maintaining a habit of continuous learning and taking responsibility for developing one’s skills, including technical, business, interpersonal, written, and formal verbal communication.
- Developed, initiated, maintained, and revised policies and procedures for the general operation of the Compliance Program and its related activities to prevent illegal, unethical, or improper conduct.
- Planning, executing, and report all IT and cybersecurity-related audit activities.
- Conducting technology audits, including Applications, Infrastructure, Systems Development, and Integrated audits.
- Delivering one audit per quarter, some alone and some in partnership with the Quality team.
- Suggesting & implementing the continuously improving IT infrastructure model considering security in mind and flexible work solutions, post Covid-19.
- Monitoring user compliance with networking and internet security policies.
- Managing financial aspects of the IT Department, including purchasing, budgeting.
- Drafts clear and meaningful findings, assessment reports, work papers, presentations, and other materials for presentation to management.
- Reviewing audit evidence and track closure of management actions.
- Working knowledge of industry security frameworks such as ISO 27001, HIPAA, NIST Cyber Security Framework.
- Yamaha Motor Solutions India Pvt.Ltd. (IT)
HCL Technologies Limited
Senior Analyst
02.2015 - 12.2015
Job overview
- Company Overview: Dowjones is a News corporation company and deals with the market index too.
- Worked for Dowjones IT helpdesk.
- First / Second level I.T Support for Dow Jones Clients.
- Working on Active Directory and Lock out server tool for granting password permissions.
- Managing Blackberry server as Server-Admin for Dow Jones.
- Configuration of mails on MAC devices Blackberry and Androids.
- Troubleshooting issues related to Windows O.S.
- Creating Dashboard for Incident and request Tickets.
- Updating Tickets on Remedy.
- Installing and Configuring Cisco IPSoft phone.
- Reset password for cisco Phone and voicemail.
- Handling Outlook issues like personal drive mapping (.pst), E-mail Configuration.
- Creation of Tickets for resolution by REMEDY ticketing tool.
- Handling Calls, Mails and Chats.
- Knowledge of Server Monitoring tools like MAPS and SMARTS for SEV alerts.
- Handling Remote Connectivity concern via VPN client and through RDP(Remote Desktop).
- Creating alert for Change.
- Dowjones is a News corporation company and deals with the market index too.
Nestle Australia Ltd.
Senior Analyst
02.2011 - 12.2012
Job overview
- Managed incidents from low to high severity across the entire Incident life cycle in accordance with resolution and restoration SLA.
- Produced proactive reports, trending analysis, service level reporting.
- Participate in weekly review meeting with all the business analysts to discuss on the status of long pending or breached tickets or on continuous improvement.
- Running workshops to provide training to nestle employees on office 365 products (One Note/SharePoint/One Drive).
- Collaborated with Desktop Support Group to provide Level II & III support to users.
- Managed server data backups and restored managed antivirus updates on all servers in configuration lab.
- Technical support to end users for troubleshooting issues related to workstations, printers, and physical LAN connectivity.
- Providing On-Call assistance to the Field Engineers regarding the script failures, patch upgrades, etc.
Dell
Senior Analyst
09.2010 - 01.2011
Job overview
- Installation, configuration & troubleshooting of network printer.
- Installation, Maintenance and Troubleshooting of network.
- Configuring E-mail clients (MS Outlook).
- Configuring router for wireless network and reliable internet access.
- Maintenance and Troubleshooting LAN related issues.
- Installation, Maintenance and Troubleshooting of Desktops.
- Installation and maintenance of Win XP AND WIN 7.
- Installation and troubleshooting of various applications.
- Support for Wireless & Wired connectivity issues.
- Generating leads for Sales Team (Upselling Dell Products).
Convergys
Sr. Technical support officer
01.2010 - 08.2010
Job overview
- Supports all the issues related to Internet Connectivity.
- Configuring Modem & routers.
- Troubleshooting issues with Browsers.
- Configuring Emails on Outlook.
Education
Rajasthan University
B.Tech/B.E.
08.2023 - Current
English
XIIth
English
Xth
Skills
IT Infrastructure Management
IT Operations Management
Service Level Management
IT Service Desk
Incident Management
IT Asset Management
Software Asset Management
Infrastructure Security
Cybersecurity audit
Team Management
Operations management
Project management
Recruiting and hiring
Corporate presentations
Effective relationship building
Policy compliance
Certification
ITIL V3 Foundation
Social Link
https://www.linkedin.com/in/sonam-lata805baab8/
Total Work Experience
14 Years 0 Month
Timeline
Rajasthan University
B.Tech/B.E.
08.2023 - Current
Assistant Vice President
Macquarie global India Services
01.2023 - 08.2023
Senior Manager-IT Governance & Infrastructure Management
Yamaha Motor Solutions India Pvt.Ltd.
01.2016 - 05.2017
Senior Analyst
HCL Technologies Limited
02.2015 - 12.2015
Senior Analyst
Nestle Australia Ltd.
02.2011 - 12.2012
Senior Analyst
Dell
09.2010 - 01.2011
Sr. Technical support officer
Convergys
01.2010 - 08.2010
English
XIIth
1 2004
English
Xth
1 2000