Vishal Dalwadi

• Spearhead global IT operations, helpdesk functions, and project execution, ensuring seamless service delivery across multiple regions.
• Lead and mentor a team of four Global Service Desk Engineers, overseeing day-to-day activities, and driving performance excellence.
• Manage the incident and request lifecycle using ITSM tools, performing first-level analysis, root cause identification, and resolution in line with SOPs and ITIL standards.
• Monitor and track SLAs, ensuring timely ticket resolution, escalation management, and adherence to compliance requirements.
• Provide hands-on technical support to global users, delivering proactive and professional end-user services while minimizing downtime.
• Drive cross-functional collaboration with global support teams to troubleshoot and resolve complex user issues.
• Conduct POCs for new software implementations, evaluating solutions, and supporting digital adoption across the organization.
• Successfully manage IT projects and operational tasks within defined timelines, ensuring minimal business disruption, and alignment with strategic objectives.
• Recognized for improving IT service efficiency, user satisfaction, and incident response times through process enhancements and knowledge-sharing initiatives.

AI & Automation in IT Operations

• Implementing AI-driven solutions for IT helpdesk operations, including intelligent ticket classification, auto-resolution workflows, and offboarding automation, resulting in faster turnaround and reduced manual effort.
• Designed and deployed automation frameworks to handle routine IT support tasks (user provisioning, access management, system patching), improving efficiency and minimizing human error.
• Built and configured AI Agents using Agentic AI methodologies, incorporating contextual reasoning and personality-driven interactions to deliver personalized IT Ops support.
• Provide Level 2 support for organizational automation platforms, ensuring reliability, incident resolution, and continuous improvement of automated processes.
• Collaborated with IT and security teams to integrate predictive monitoring, anomaly detection, and proactive alerts, strengthening infrastructure reliability and end-user experience.
• Recognized for driving digital transformation initiatives, leveraging AI and automation to cut response times, enhance SLA compliance, and optimize IT support delivery.

Information Security & Risk Management Experience

• Active member of the Change Advisory Board (CAB), contributing to risk assessment and approval of change requests to ensure secure IT operations.
• Collaborate with the SOC monitoring team on threat analysis, phishing alerts, and incident investigations, strengthening the organization’s cyber defense posture.
• Lead the execution of Change, Incident, and Problem Management processes, ensuring compliance with ITIL and security governance frameworks.
• Identify, escalate, and remediate security incidents, including phishing attempts, malware alerts, and system availability threats, minimizing business impact.
• Participate in disaster recovery (DR) testing exercises, validating business continuity, and resilience plans.
• Administer endpoint security through CrowdStrike, overseeing user, computer, and server enrollment, and ensuring proactive protection against evolving cyber threats.

Tools & Platforms Expertise

• Identity & Access Management (IAM): Okta (SSO), Microsoft 365, ManageEngine Administrator
• IT Asset & Operations Management: Oomnitza (ITAM), Jira Administration, Quip, ODIN AI, Microsoft CoPilot
• Security & Threat Protection: Netskope, Proofpoint, CrowdStrike Falcon, Symantec Endpoint Protection
• Backup & Recovery: Carbonite, Rubrik
• Collaboration & Communication: Zoom Administration, Microsoft Teams (via M365)

• Administer and support 200+ endpoints/Workstations, servers, and network devices, ensuring high availability of IT infrastructure with minimal downtime.
• Manage Active Directory, Group Policies, and WSUS servers, implementing security updates, backups, and compliance-driven access controls.
• Configure, host, and monitor websites in IIS for 2,000+ clients, including patch management, SQL script execution, and GoDaddy domain management.
• Deploy and maintain VMware virtualization environments, firewalls, and endpoint security (Symantec, CrowdStrike) to strengthen system resilience.
• Oversee LAN/WAN, VOIP, and IT assets, ensuring secure and reliable connectivity across the enterprise.
• Collaborate with vendors and third-party support teams to deliver infrastructure improvements and minimize operational risks.
• Develop and maintain IT policies, SOPs, and compliance reports (HIPAA, security audits) to support governance and regulatory standards.
• Provide strategic input on IT equipment, software adoption, and infrastructure upgrades, aligning technology with business needs.

• Provided IT support to 100+ end users across manufacturing units, ensuring uninterrupted access to corporate email, LAN, and WAN connectivity.
• Managed procurement, installation, and configuration of desktops, laptops, servers, and IT peripherals.
• Supported deployment and troubleshooting of OS, antivirus, SAP, AutoCAD, and MS Office applications.
• Administered Active Directory (user creation, password resets, Group Policy), backups, and system restoration requests.
• Maintained hardware/software inventory and licensing, coordinating with vendors for procurement and AMC support.
• Delivered remote and onsite troubleshooting for desktops, printers, scanners, and mobile devices (iOS, Blackberry, PDAs).
• Performed preventive maintenance and infrastructure monitoring, minimizing downtime and enhancing user productivity.
• Contributed to small to mid-sized IT projects and the development of IT standards, policies, and support procedures.

• Developed and implemented IT strategy aligned with corporate objectives while managing core infrastructure across two locations (Ahmedabad & Baroda, 100+ users).
• Administered Windows Servers (2003–2012), Active Directory, DNS, DHCP, and Exchange (2003/2010), ensuring system reliability and uptime.
• Oversaw network, server, and desktop support operations, including asset management, patching, and antivirus monitoring.
• Coordinated with global NOC teams and vendors for WAN, email, and infrastructure issues, driving SLA compliance and cost-efficient vendor management.
• Delivered installation, configuration, and maintenance of OS, application servers, and enterprise software.
• Maintained asset databases, compliance reports, and IT documentation, supporting audits and governance requirements.