Yagesh Dhanopiya
Senior Manager IT (IT Lead)
Jaipur
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled in high-volume workflow with creative problem resolution capabilities. Strengths in troubleshooting and time management. Results orientated. Able to establish effective priorities among competing requirements. Strong skills in communication & planning, monitoring, controlling computer operations, Team Management & Project Management. Enthusiastic, committed, hardworking & willing to accept constructive criticism for development.
Overview
19
19
years of professional experience
6
6
Certifications
Work History
IT Team Lead
Foundation to Educate Girls Globally
Jaipur
03.2014 - Current
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Generated reports to track performance and analyze trends.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions /Handled Access management.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Plan and design IT strategy at entire organization level
- Provide training & support end user to use application and IT equipment.
- Manage all IT related issue at National level.
- Manage IT team provide support and mentorship to him.
Customer and Technical Support Engineer
Kansoft Technologies Pvt.Ltd.
Jaipur
01.2012 - 03.2014
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Delivered Tier-3 support and SME input to internal and external customers.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Gathered trend data from customer calls and interactions.
Blackberry and MDM Support Engineer
Kochar Infotech (Gizmo Support)
Jaipur
02.2011 - 12.2012
- Installed and maintained hardware and computer peripherals to store tangible components.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with outside departments to implement system-wide improvements.
- Communicated with clients to verify roots and causes of computer problems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Residence Engineer at TATA MDM and Client Support
Wipro Infotech
Jaipur
11.2008 - 11.2010
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
- Tested and analyzed equipment design and performance feasibility to determine potential ROI.
- Coordinated sampling and analysis tasks to verify quality of finished products.
- Performed preventative maintenance to keep tools and equipment functional.
- Illustrated potential obstacles when conducting site assessments for planned projects.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
- Captured technical schematics for use in project planning and execution.
- Developed work plans for various personnel roles based on strengths and talents.
- Conducted feasibility studies for proposed projects using potential ROI and risk management.
- Ensuring maximum customer satisfaction by closely interacting with potential client & understand their requirement and customize the product & services accordingly.
- Experience to established banking sites like : Yes Bank, Axis etc.
Technical Customer Support Engineer
ETSC Computers Pvt. Ltd.(Wipro infotech)
Jaipur
10.2007 - 11.2008
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Established empathy with customers through insight into business drivers and expectations to offer personalized service.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Answered incoming support inquiries via chat, phone and email.
- Explained complex technology-related issues in understandable terms to customers.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
Customer Support Engineer
Yes Bank (Wipro Infotech)
Dharuhera
10.2007 - 12.2007
- Used remote diagnostic tools to identify sources of certain customer issues.
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Trained customers to use and maintain equipment to reduce service issues.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
Application Support Engineer Cum Computer Operator
Rajasthan Rajya Upbhokta Sangh
Jaipur
06.2005 - 05.2007
- Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
- Communicated technical development stages and provided design support to stakeholders.
- Traveled to key account locations to train and provide technical direction for successful completion of product launches.
- Supported software integration and implemented maintenance enhancements.
- Improved application performance through optimization of flow processes.
- Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
- Worked with customers for needs analysis and to determine vendor costs.
- Participated in design and planning exercises for future software rollouts.
- Guided team in layout modifications to improve functionality.
- Assisted with creation of user manuals.
- Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
Computer Hardware Engineer
Computer trouble Shooter
Jaipur
09.2004 - 02.2005
- Collaborated with IT and finance departments to optimize hardware budget by identifying specific weaknesses in current equipment.
- Completed troubleshooting for Windows, MacOS and Linux-based desktops and laptops.
- Designed computer hardware components and peripheral devices.
- Worked closely with [Type] testing designer to execute and improve test coverage.
- Managed data retention and disaster recovery efforts on company-wide basis, maintaining backup media and redundancies.
- Analyzed and advised clients on computing requirements for specific software.
- Researched complex technical issues and provided resolutions.
- Built and modified computing systems to client specifications.
- Designed and optimized integrated circuits and logic boards.
- Traveled to customer sites to provide prompt resolutions to issues.
- Met regularly with clients to discuss project specifications and milestones and provide updates on progress.
- Monitored operating equipment age and functionality for enterprise-class client, identifying and initiating necessary upgrades.
- Investigated hardware product issues involving materials and software and devised solutions.
Education
MCA - Master of Computer Application
07.2018 - 07.2020
MBA - Operation Management
06.2012 - 05.2013
Master of Arts - Public Administration And Services
07.2005 - 05.2007
Bachelor of Arts - History, Political Science And Public Add
07.2002 - 06.2005
High School Diploma -
07.2000 - 06.2002
Secondary Educateion - Hindi, English, Science, SS, Maths, Sanskrit
07.1998 - 06.2000
Skills
Technical documents comprehension
Technical issues analysis
Application support
Google Workspace
Multitasking Abilities
Organization and Time Management
Teamwork and Collaboration
Planning and Coordination
Analytical and Critical Thinking
Interpersonal Communication
Flexible and Adaptable
Staff education and training
Customer service expert
Maintenance and Repair
Certification
• MCSE Certification completed.
Timeline
Jaipur National University,Jaipur - MCA, Master of Computer Application
07.2018 - 07.2020
IT Team Lead - Foundation to Educate Girls Globally
03.2014 - Current
Sikkim Manipal University - MBA, Operation Management
06.2012 - 05.2013
Customer and Technical Support Engineer - Kansoft Technologies Pvt.Ltd.
01.2012 - 03.2014
Blackberry and MDM Support Engineer - Kochar Infotech (Gizmo Support)
02.2011 - 12.2012
Residence Engineer at TATA MDM and Client Support - Wipro Infotech
11.2008 - 11.2010
Technical Customer Support Engineer - ETSC Computers Pvt. Ltd.(Wipro infotech)
10.2007 - 11.2008
Customer Support Engineer - Yes Bank (Wipro Infotech)
10.2007 - 12.2007
Rajasthan University - Master of Arts, Public Administration And Services
07.2005 - 05.2007
Application Support Engineer Cum Computer Operator - Rajasthan Rajya Upbhokta Sangh
06.2005 - 05.2007
Computer Hardware Engineer - Computer trouble Shooter
09.2004 - 02.2005
Rajasthan University - Bachelor of Arts, History, Political Science And Public Add
07.2002 - 06.2005
Shaheed Amit Bhardwaj Govt.Sr. Sec. School - High School Diploma,
07.2000 - 06.2002
Aadarsh Vidya Mandir Sec. School - Secondary Educateion, Hindi, English, Science, SS, Maths, Sanskrit
07.1998 - 06.2000
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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