Driving in Hill Stations
Sudhanshu Vasdev
IT Delivery Lead
Gurgaon
Summary
Dynamic and motivated professional eager to contribute to an organization that values independent thinking and entrepreneurship. Committed to enhancing skills while driving innovation and delivering value through strategic initiatives. Adept at adapting to new challenges and leveraging a proactive mindset to achieve organizational goals. Passionate about fostering growth and collaboration in a forward-thinking environment.
Overview
12
12
years of professional experience
1
1
Certification
3
3
Languages
Work History
IT Delivery Lead (National IT Manager)
Hilti India Pvt Ltd
05.2023 - Current
- Reporting to the Global APAC IT Manager and National Finance Director for India location.
- Handling a team of IT professionals providing in-house IT support to Hilti practitioners for their IT issues.
- Work closely with the Heads of different departments like Finance and Accounting, Procurement, Risk & Compliance and discuss their business requirements to make sure that all requirements get delivered for smooth business continutiy.
- 12+ years of Experience in IT Services and IT Delivery domain were worked on various IT Delivery Projects which include IT Asset Lifecycle Management, IT Forecasting and Investment (Capex and Opex) for all India offices.
- Experience working with the local and Global colleagues under dual reporting structure for local Operational and Global IT Projects.
- Implementing the ITIL concepts to solve the complex issues in the required SLA (Service Level Agreements)
- Accountable for the IT Infrastructure for Entire Headquarter in Gurgaon, Numerous Hilti Stores, Repair Centers and Warehouses across India for any IT related issue, IT Maintenance.
- Working as an IT Escalation Manager for all India offices.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Works and manages diverse team of IT professionals across India and Globally for APAC Region.
- Experience in creating APAC Service Desk from India and Knowledge transfer to new colleagues and managing the Service Desk.
- Responsible to Ensure that IT policies include Disaster recovery, security, and procurement is implemented in all the India offices.
- Responsible for the planning, coordination for the IT Activities and Projects for India along with APAC countries.
- Manage incident, problem, change processes in alignment with IT best practices.
- Responsible for the procurement and decommissioning of IT Assets and timely service for all India offices.
- Worked on Sustainability IT Asset Decomisioning Project which helped to reduce cabon footprints.
- Responsible for the team who take care of Onboarding and Offboarding for Employees.
- Experience in new office setup and Hilti Stores across India.
- Accountable for Audio Video System in office meeting rooms and managing Office Townhalls with various Vendors.
- Accountable for the Annual IT Audits happening within the firm.
- Led IT infrastructure projects, enhancing system performance and reliability across multiple departments to analyse the trend to help and reduce the operational cost.
- Performing Weekly check-in with the team members and share their performance with the local and global leaders depending on the project.
Senior IT Operations Specialist – ITSM - Technology Support Services. (Team Lead)
Deloitte Consulting Pvt Ltd – BIG 4
07.2016 - 04.2023
- Working as an Individual Contributor and also Handling a team of IT professionals providing in house support to more than 10,000+ Deloitte practitioners for their IT related issues.
- Leading Enabling Area ITS Walkup which delivers Hardware and Software support to more than 150 Applications.
- Core point of contact for Senior leadership like Principal, Partners and Managing Directors in business.
- Video Conferencing and meeting setup on zoom, Microsoft teams.
- Support, PDA (Mobile) support, leased devices support (Rental laptop and phones), VoIP etc.
- Handling escalations at varied levels
- Varied experience in handling different sets of Business Units within Deloitte like Audit, Tax, and Consulting etc.
- SPOC for UK Member Firm to support 500+ Audit professionals on VDI Citrix platform.
- Asset management for local office and managing lease renewal, Procurement, Inventory, Tracking process, Vendor Management etc.
- Transitioned 3500+ professional from Win 8 to Win 10
- Image Deployment and Application installation via SCCM Technology.
- Coaching and improving user experience through surveys and feedbacks.
- Examining and publishing team and regional reports based on Trend and Aging analysis
- Conducting IT orientation for more than 100 professionals almost every week as a face of technology support services.
- Working as per ITIL Guidelines by using ticketing tools like Service Now, etc.
- Experience on various Data Backup Cloud Applications.
- Ensuring and educating the team members to met all KPI and complete the projects with in SLA
- Mentoring the team members and provide time to time feedback for continuous growth and improvement of the team.
- Review the CSAT and Feedback scores of the team and help team for continuous improvement.
- Awarded as the best employee of the team for 2 constant years and got the Applause award in 2022 from Global Leadership.
Client Technical Support Associate
Dell International Services
07.2014 - 02.2016
- Assisting professionals with their IT issues and coordinating with local teams
- Provide Remote IT Support to US, Canada and other English-Speaking Countries.
- Creation, deletion and Modification of Security groups, User accounts, Computers
- Incident management along with coordination with vendors in times of outages and outbreaks
- Ticket processing over the phone and E-mails.
- Queue handling and managing the team roster
- Hands on experience with applications like Service now
- Troubleshooting in All Kinds of Desktops and Laptops.
Technical Support Executive
iNext IT Networks
11.2013 - 07.2014
- Worked there as a Technical Support and Sales Executive.
- Providing on-call and remote support to the clients.
- Experience in handling clients over the globe like US, Canada, Australia.
- Highest rated team member in providing IT Sales and Service to the client.
Education
Bachelors in Technology - Computer Science Engineering
Punjab Technical University
Jalandhar, India11-2013
ITIL Certified -
Axelos
Skills
Team collaboration
IT infrastructure
IT asset management
IT budgeting
IT procurement
Cybersecurity best practices
Documentation management
Application support
IT governance
Disaster recovery
IT service management
Infrastructure planning
Technical support
IT Audit
Interests
Listening to Music
Playing Basketball
National Level Judo Player and Awarded Sports Gradation Certificate from Govt of India
Personal Details
- Contact Address: Gurgaon.
- LinkedIn Profile: www.linkedin.com/in/sudhanshu-vasdev
- Marital Status: Married.
Certification
ITIL
Timeline
IT Delivery Lead (National IT Manager)
Hilti India Pvt Ltd
05.2023 - Current
ITIL
04-2018
Senior IT Operations Specialist – ITSM - Technology Support Services. (Team Lead)
Deloitte Consulting Pvt Ltd – BIG 4
07.2016 - 04.2023
Client Technical Support Associate
Dell International Services
07.2014 - 02.2016
Technical Support Executive
iNext IT Networks
11.2013 - 07.2014
Bachelors in Technology - Computer Science Engineering
Punjab Technical University
ITIL Certified -
Axelos