Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Timeline
Work Availability
Work Preference
Software
Languages
Interests
Websites
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Yadu Sekhri

IT INFRA TEAM LEAD
Bangalore,Karnataka

Summary

Results-driven IT professional with over 9+ years of progressive experience in IT support management, service desk leadership, and project coordination. Proven ability to implement ITSM tools, driving a 30% increase in service efficiency. Expertise in developing incident management policies, reducing resolution times by 15%, and optimizing business operations.

Skilled in balancing resource allocation between projects and BAU activities to maximize team performance. Adept at driving process automation, enhancing service delivery, and ensuring secure, compliant, and scalable IT infrastructure. Strong leadership in personnel management, including performance reviews, team development, and issue resolution.

Experienced in leading 24/7 IT operations, improving user satisfaction, and fostering cross-functional collaboration. Recognized for effective communication of complex IT solutions to stakeholders at all levels. A strategic and customer-focused leader, excelling in problem-solving, networking, and driving consensus to achieve organizational goals.

Overview

10
10
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Team Lead

VS&Co
01.2021 - Current
  • Oversee the incident management process, ensuring timely resolution of incidents
  • Coordinate with various teams to manage and resolve major incidents
  • Analyze incident reports to identify recurring issues and implement preventive measures
  • Lead and mentor the service desk team, providing guidance and support
  • Ensure the team meets service level agreements (SLAs) and delivers high-quality customer service
  • Monitor and evaluate the performance of service desk staff, providing feedback and training as needed
  • Develop and implement service desk processes and workflows to improve efficiency
  • Identify areas for improvement and work with the team to implement changes
  • Collaborate with other departments to streamline incident management and service desk operations
  • Act as the primary point of contact for escalated customer issues
  • Ensure clear and effective communication with customers during incidents
  • Gather customer feedback to improve service delivery
  • Maintain detailed records of incidents, resolutions, and customer interactions
  • Prepare regular reports on incident management and service desk performance
  • Update and maintain technical documentation and knowledge base articles
  • Relevant certifications such as ITIL, Basics of JIRA, ITIL V4
  • Experience in incident management and service desk operations, with leadership experience
  • Strong understanding of IT infrastructure and service management
  • Proficiency in using IT service management tools (e.g., Cherwell, JIRA)
  • Knowledge of network protocols and troubleshooting
  • Excellent leadership and team management abilities
  • Strong problem-solving and decision-making skills
  • Ability to motivate and develop team members
  • Handled a team of 35 specialists
  • Excellent verbal and written communication skills
  • Ability to communicate technical information to non-technical users
  • Strong customer service orientation
  • Leadership and oversight of team operations with a focus on exceptional service delivery
  • Spearheaded customer service issue resolution by guiding a team dedicated to providing timely and effective solutions
  • Initiated and conducted regular training sessions for service desk professionals to enhance their technical and customer service skills
  • Collaborated closely with cross-functional teams to maintain high-quality service delivery
  • Drove continuous improvement by soliciting feedback and integrating best practices into team operations
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

Global Campus Admin

Mast Global Lbrands
01.2021 - 06.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Technical Specialist

Mast Global Business India Pvt Ltd
10.2017 - 12.2020
  • ITIL Framework: Understanding of ITIL best practices for IT service management
  • Active Directory: Experience managing user accounts and permissions
  • ServiceNow: Proficiency in using ServiceNow for incident and change management
  • Provide first-level support for hardware, software, and network issues
  • Diagnose and resolve technical problems efficiently
  • Escalate complex issues to higher-level support when necessary
  • Track and manage incidents using IT service management tools (e.g., Cherwell, Salesforce)
  • Ensure timely resolution of issues and maintain detailed records of incidents
  • Offer exceptional customer service by communicating effectively with users
  • Educate users on best practices and provide guidance on technical issues
  • Perform routine maintenance and updates on systems and software
  • Monitor system performance and ensure optimal operation
  • Maintain accurate documentation of technical procedures and solutions
  • Update knowledge base articles to assist users and other support staff

Technical Support Engineer

Hewlett Packard
09.2016 - 09.2017
  • Installation and Configuration: Set up and configure printers, copiers, and other imaging devices
  • Install necessary drivers and software updates
  • Configure network settings for printers, including IP addresses, subnet masks, and gateways
  • Networking and Connectivity: Ensure printers are properly connected to the network
  • Troubleshoot network connectivity issues related to printers
  • Familiarity with network protocols (e.g., TCP/IP) and network troubleshooting tools
  • Collaborate with network administrators to resolve complex networking issues
  • Troubleshooting and Repair: Diagnose and resolve hardware and software issues
  • Perform routine maintenance and repairs to ensure optimal performance
  • Address network-related printing issues, such as print server problems or network traffic bottlenecks
  • Customer Support: Provide technical support to end-users via phone, email, or in-person
  • Assist customers with troubleshooting steps and usage instructions
  • Educate users on best practices for network printing
  • Maintenance and Upkeep: Conduct regular maintenance checks and cleanings
  • Keep track of maintenance schedules and inventory of spare parts
  • Monitor and manage printer queues and network print jobs
  • Documentation: Maintain detailed records of repairs, maintenance, and customer interactions
  • Update technical documentation and user guides as needed
  • Document network configurations and changes
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.

Technical Support Engineer

Magna Infotech Private
06.2015 - 08.2016
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

Bachelor of Engineering - Computer Science

Nagarjuna College of Engineering and Technology

Skills

IT Operations Management

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Certification

Basic of Jira

Accomplishments

  • Managed a service desk transformation leading to a 30% increase in customer satisfaction scores.
  • Implemented a novel ITSM tool, optimizing service delivery efficiency by 30% and reducing incident resolution times.
  • Spearheaded process optimization initiatives resulting in a 20% enhancement in service delivery.

Personal Information

Date of Birth: 03/11/89

Timeline

Global Campus Admin

Mast Global Lbrands
01.2021 - 06.2022

Team Lead

VS&Co
01.2021 - Current

Technical Specialist

Mast Global Business India Pvt Ltd
10.2017 - 12.2020

Technical Support Engineer

Hewlett Packard
09.2016 - 09.2017

Technical Support Engineer

Magna Infotech Private
06.2015 - 08.2016

Bachelor of Engineering - Computer Science

Nagarjuna College of Engineering and Technology

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPaid sick leaveStock Options / Equity / Profit SharingPersonal development programs4-day work weekTeam Building / Company RetreatsPaid time off

Software

Cherwell

Active Directory

Ms apps

Intune

PKMS

SAP

Zscaler

ROC

Remote Desktop

Vmware

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)

Interests

Learning New technologies

Reading books

Driving

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Yadu SekhriIT INFRA TEAM LEAD