VISHNU KUMAR
South Delhi,Delhi
Summary
Senior Manager- End User Support -IT Services leading EUC, service desk operations, and VIP user support for 1,000+ users across multiple sites. Drives SLA compliance, incident escalation, endpoint patching, asset lifecycle control, and boardroom technology support while coordinating L1/L2 engineers, vendors, and internal IT towers. Strengthens service quality through SOPs, audit readiness, and reporting that keeps leadership informed.
Overview
7
7
Certifications
14
14
years of professional experience
Work History
Senior Manager- End User Support -IT Services
Religare Finvest Limited (NBFC)
Noida
10.2019 - Current
- Manage the day to day IT operations (EUC, Helpdesk, Asset Inventory) 1000+ users across multiple sites.
- Lead a team of support engineers to troubleshoot hardware/software/network issues for desktops, laptops, printers, and mobile devices.
- Handled escalations, VIP user support, and troubleshooting devices like, iPad, iPhone, MacBook's, (iOS and MacOs)
- Monitored ticket queues (ServiceNow, remedy, Symphony) and followed up on pending issues and co-ordinate the processing of incoming calls/tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.
- Ensure SLA compliance and maintain IT support KPIs; generate weekly/monthly reports for management
- Lead team planning, decision making, and Implement service improvement ideas and be a 2nd and 3rd level escalation point and provide coordination and support for the Helpdesk\EUC L1\L2 engineers during high severity incidents
- Service improvement initiatives and documentation of SOPs and IT policies
- Managed Active Directory and exchange user accounts and Email IDs creation, permissions, and group policies
- Antivirus Deployment to end user devices and monitoring through central console SEPM and compliance report work
- Basic knowledge of Active directory, DNS, DHCP, Checkpoint F2A VPN, Exchange NAC System.
- Troubleshooting Security Compliance Software's (PGP Encryption, Websense, DLP, Avecto Privilege guard, USB Encryption, SSO, DLP, Zscaler)
- Project management for IT rollouts, branch openings/closures, and infrastructure upgrades
- Coordinate with various IT towers and third-party vendors to resolve complex issues and AMC, repairs, procurement, delivery and warranty
- Manages the users onboarding & offboarding process and IT Clearance process.
- Hands on Experience of business leading Applications, Finnone, oracle, TMS, CRM, HRIS ,DMS,LMS etc.
- Managed windows patching and software deployment via internal tool (symphony and service-ops, manageengine, SCCM) and Planned and executed security patch deployment for endpoints
- Manage board meetings, setup and monitor audio-visual equipment (VC,zoom,MS teams,etc)and provide real-time technical support to board members
- Manage end-to-end IT asset lifecycle from procurement to disposal across PAN India locations and Conduct periodic physical verification and reconciliation tracking maintained records in FAR books.
- Monitor software compliance and license usage and ensure compliance with OEM agreements.
- Handle asset transfer, surrender, and decommissioning requests, including data wipe and E-waste management procedures.
- Collaborate with Finance, Admin, and HR teams for cost allocation and asset assignment processes.
- Lead IT audits, compliance checks, and contribute to ISO, ITGC, IS, Fixed Asset and internal& external audit readiness and closure observation
Senior Desktop Support Engineer & VIP Support
Tech Mahindra (on Payroll of Impact InfoTech)
Noida
10.2016 - 10.2019
- Client Site - Religare Enterprises, Gurgaon.
- Provided on-site IT support for end-users and VIP users endpoint devices.
- Managed installation, configuration, and troubleshooting of Windows/Mac systems and business applications
- Manage the day to day End user issue on site and provide ticket support
- Supported telephony systems, printers, and network devic
- Client Site - Religare Enterprises, Gurgaon.
Desktop Support Engineer
Wipro Limited (on Payroll of Renovision Automation)
Gurgaon
09.2012 - 09.2016
- Client Site - Canon India Pvt. Ltd., Gurgaon
- Provided L1 desktop and laptop support to 300+ users across multiple locations.
- Managed installation and troubleshooting of Windows, MS Office, and printer drivers.
- Logged and resolved incidents using ticketing system within SLA.
- Assisted users with email configuration (Outlook) and password resets.
- Coordinated with vendors for hardware replacements and repairs.
- Client Site - Canon India Pvt. Ltd., Gurgaon
Education
10th -
Ajmer Board Rajasthan
12th - undefined
Ajmer Board Rajasthan
Graduate - Bachelor of Arts
Rajasthan University
MBA - Information Technology
Swami Vivekanand Subharti University- Meerut
Meerut01-2026
Skills
Microsoft Intune
Windows Autopilot
PowerShell scripting
Microsoft 365 administration
Remote support tools
IT Asset Management (ITAM)
IT Vendor Management
IT Infrastructure Management
End User Support Management
IT Service Desk Management
IT Governance & Compliance (IS/ITIL)
Service level management
Knowledge management
Continual service improvement
IT audit coordination
Certification
Diploma in Computer Hardware & Networking Certification- ROOMAN Technologies, Delhi
DECLARATION
I here by declare that all the above mentioned information are correct to best of my knowledge.
Key Achievements & Awards
- Religare Finvest Limited (NBFC)
- Best Achiever of the Month – March 2021
- Best Star of the Quarter (JFM) 2025
Timeline
Senior Manager- End User Support -IT Services
Religare Finvest Limited (NBFC)
10.2019 - Current
Senior Desktop Support Engineer & VIP Support
Tech Mahindra (on Payroll of Impact InfoTech)
10.2016 - 10.2019
Desktop Support Engineer
Wipro Limited (on Payroll of Renovision Automation)
09.2012 - 09.2016
Graduate - Bachelor of Arts
Rajasthan University
12th - undefined
Ajmer Board Rajasthan
10th -
Ajmer Board Rajasthan
MBA - Information Technology
Swami Vivekanand Subharti University- Meerut