Venkatesh P
Hyderabad
Summary
Experienced IT Infrastructure & Operations with over 10 years of progressive responsibility in IT service management , system administration , cloud infrastructure , and end-user support across global enterprise environments. Proven track record in leading service desk teams, driving ITIL-compliant processes, and ensuring high availability and customer satisfaction. Currently leading the APAC Service Desk at Milestone Technologies (Uber account) , with hands-on expertise in Azure AD, Office 365, Intune, Airwatch and cross-platform system administration (Windows, Linux, macOS). Known for solving complex issues, aligning IT services with business goals, and ensuring compliance across tools, processes, and user environments. Experienced in using tools such as ServiceNow, Jira, ManageEngine , and endpoint security platforms like Symantec and BitLocker . Recognized for leadership, operational efficiency, strategic planning, and stakeholder collaboration.
Overview
11
11
years of professional experience
Work History
Primary - IT Service Desk Operations
Milestone Technologies
Hyderabad
10.2022 - Current
- Company Overview: Leading global IT services and digital solutions provider that collaborates with organizations worldwide to revolutionize their technology infrastructure and digital capabilities Website: (https://www.milestone.tech)
- Lead service desk operations across the APAC region, managing L1-L3 support and ensuring SLA compliance.
- Supervise a team of technicians: recruitment, onboarding, coaching, performance reviews, and 1:1 sessions.
- Regularly report KPIs (SLA, CSAT, resolution times) to leadership and implement performance improvements.
- Developed and enforced SOPs to improve process standardization and service consistency.
- Liaise with regional/global IT teams for escalations and project coordination.
- Conduct ticket quality audits, train new hires, and ensure IT compliance standards are met.
- Partner with the Operations Manager to align IT services with business objectives.
- Global user support across time zones
Senior Engineer - IT Operations
Paytm(One97 Communications Ltd)
Bangalore
04.2019 - 07.2022
- Company Overview: Leading digital payment platform in India. Website: [Paytm](https://www.paytm.com)
- Delivered IT infrastructure support for desktops, servers (Windows/Linux), and networks across environments.
- Installed and configured roles like DHCP, DNS, Print Servers, and Active Directory setups.
- Managed the entire IT asset lifecycle and led bulk IT deployments to support rapid business scaling.
- Ensured endpoint security using BitLocker, TrendMicro, ManageEngine, and MDM tools.
- Supported mixed OS environments (Windows, macOS, Linux/Ubuntu).
- Coordinated with vendors for procurement, asset availability, and warranty tracking.
- Handled complex problem resolution and supported internal audits and compliance initiatives.
- Delivered IT onboarding, policy orientation, and regular stakeholder communication.
Associate Customer Support Engineer
HCL Services Ltd
Hyderabad
07.2014 - 09.2017
- Company Overview: Leading global IT services company.
- Delivered L1/L2 support to clients in banking, government, data centers, and software industries.
- Managed Symantec Antivirus infrastructure and maintained security compliance across endpoints.
- Maintained accurate hardware inventory, coordinated device shipment, and handled new joiner setup.
- Conducted IT inductions, user provisioning, and workstation configurations.
Education
B.Sc. Computer Science : GPA: 75% -
Andhra University
Vizag07-2019
Diploma Electronics And Communication Engineering : GPA :75% -
Andhra Polytechnic
Kakinada05-2014
Intermediate EET : GPA: 87% -
SKPJN College
Ramachandrapuram04-2012
SSC : GPA: 75% -
ZP High School
Sivala03-2010
Skills
IT Operations & Infrastructure
- IT Operations & Infrastructure Management
- System Administration (Windows, Linux, macOS)
- Server Deployment, DHCP, FSRM & Active Directory Administration
- Endpoint Security (Symantec, BitLocker, DLP)
- Business Tools Administration
- AV/VC Systems (Polycom, RMX)
- Collaborated with IT Infra teams to identify and implement effective solutions
Leadership & Strategy
- Team Leadership & Performance Coaching
- Team Management & Training
- Strategic IT Planning & Project Execution
- IT Asset & Inventory Lifecycle Management
- IT Procurement & Vendor Coordination
Cloud & Mobility
- Cloud Infrastructure: Azure AD, Office 365
- Mobile Device Management: Intune, AirWatch
- Application Administration: Adobe Admin Console, Dialpad
- G Suite Administration:Users, Groups Chromebooks management, reporting,& log analysis
Service Desk & Technical Support
- Service Desk Management (SLA, KPI, CSAT)
- Incident, Problem & Change Management (ITIL Framework)
- Technical Support & End-User Training
- In-Person & Remote Assistance
- Global User Support Across Time Zones
- Tools: ServiceNow, Jira, ManageEngine
Projects
Symantec Endpoint Protection Deployment, Deployed Symantec AV server and agent rollout across all end-user systems., Ensured automated updates, patching, and endpoint security compliance. Bulk IT Asset Deployment for Business Projects, Oversaw high-volume deployment of laptops, desktops, and accessories., Ensured timely procurement, tagging, tracking, and user onboarding with minimal disruption. IT Asset Standardization Based on User Roles, Defined IT device standards per department (e.g., Windows, Mac, Chromebook)., Improved procurement efficiency and reduced hardware waste/costs.
Languages
- English, Fluent
- Telugu, Fluent
Timeline
Primary - IT Service Desk Operations
Milestone Technologies
10.2022 - Current
Senior Engineer - IT Operations
Paytm(One97 Communications Ltd)
04.2019 - 07.2022
Associate Customer Support Engineer
HCL Services Ltd
07.2014 - 09.2017
B.Sc. Computer Science : GPA: 75% -
Andhra University
Diploma Electronics And Communication Engineering : GPA :75% -
Andhra Polytechnic
Intermediate EET : GPA: 87% -
SKPJN College
SSC : GPA: 75% -
ZP High School