Deepak Khichi

ITIL V3.0-certified IT Support professional with 10+ years of experience in helpdesk operations, escalation management, and end-user technical support across enterprise programs for Microsoft, Symantec, NetApp, Morgan Stanley, and Bell Canada. Proven record of handling high-volume ticket queues in Zendesk and ServiceNow while maintaining strong customer satisfaction — recognized twice with TCS's Delivery Excellence Award. Deep, expert-level Windows troubleshooting background, plus experience in remote support, network fundamentals (DNS, VPN, connectivity), security software, and SLA/incident management.

Comfortable working independently in fully remote, distributed teams and translating technical issues into clear, user-friendly guidance.

Independent Career Break — Self-Directed Technical Development at Self-Employed (2018-01 – Present)

Took a career break to pursue independent financial-market analysis and trading research, developing strong discipline in data analysis, pattern recognition, and structured decision-making under pressure. Designed and maintained a personal AI-assisted knowledge management system (Node.js, local LLM runtime, DuckDB) — hands-on practice with scripting (PowerShell/Python), file operations, PDF data ingestion, and tool/API integration. Kept technical skills current through self-study of IT systems, automation, and remote-support workflows, staying ready to re-enter full-time IT support.

IT Consultant — Short-Term Data Migration Project at Philips Lighting India Ltd. (Signify) (2018-06 – 2018-06)

Supported end users through a company-wide domain migration, resolving login, email, and configuration issues with no data loss.

• Configured Outlook, Exchange, and Skype for the new domain environment and applied required patches and rollbacks per IT guidelines.
• Trained end users on new IT policies and procedures following the migration.

Head of IT Services (Manager) — Helpdesk & Infrastructure at Technocrates Helpdesk Solutions Pvt. Ltd. (2015-03 – 2018-03)

Led end-to-end IT helpdesk operations: hardware/software troubleshooting, workstation and peripheral deployment, and network infrastructure (routers, switches, firewalls, SSL VPN, VOIP).

• Logged, tracked, and resolved support tickets using Zendesk and ServiceNow, maintaining SLA compliance and documentation standards.
• Owned software licensing, patching schedules, server administration, and user access management; maintained antivirus and local security policy compliance.
• Managed vendor relationships and procurement, scheduling repairs, evaluating bids, and testing new equipment before rollout.
• Coached staff from trainee level to team lead on technical troubleshooting and support prioritization; provided rotational after-hours on-call coverage for critical issues.

Team Manager (IT Analyst) — Helpdesk & Escalations at Tata Consultancy Services (2010-09 – 2015-02)

Led a helpdesk support team handling scheduling, reporting, and resolution of major incidents and outages. Projects: NetApp, Morgan Stanley

• Owned SLA management, utilization reporting, and quality/CSAT tracking for the team.
• Managed and personally resolved escalated customer cases and tickets.
• Conducted technical interviews and mentored new hires into the support team.
• Ran trend-analysis reporting and streamlined workflows for the Morgan Stanley banking support account, ensuring on-time data delivery.

Team Lead / Subject Matter Expert / Technical Support Executive at Sutherland Global Services (2007-10 – 2010-06)

Progressed from Technical Support Executive to Team Lead over three years across four support programs, reflecting consistent performance. Projects: Microsoft Live OneCare, Windows Vista/7, Symantec Antivirus, Bell Canada

• Provided Level 1 and Level 2 technical support by phone, chat, and email on security software, OS installation issues, and connectivity problems.
• Led a 10-person support pilot team for Microsoft Security Essentials; managed scheduling, performance monitoring, and reporting.
• Supervised the Repeat Call Management and Escalation team, handling account issues, refunds, and subscription renewals.
• Delivered training to new support staff and contributed virus-definition input to the R&D team.
• Supported Bell Canada's ISP customers on connectivity, billing, and Wi-Fi issues, plus up-selling on plans/products.

Bachelor of Commerce in B.Com – Mohan Lal Sukhadia University (2006-01)