Vaneet Bhanot

Results-driven Technical Support Manager and IT leader with 17+ years of experience managing enterprise IT infrastructure, distributed support teams, and mission-critical systems. Proven expertise in Linux and Windows server administration, hybrid cloud environments, firewall management, VPN, and 24/7 support operations. Skilled in leading cross-functional teams, managing high-priority escalations (L1/L2/L3), and driving continuous improvement through SOPs, ITIL best practices, and process automation.

CCNA certified with a strong track record of reducing ticket volume, improving SLA compliance, and aligning IT operations with business objectives.

IT Manager & Technical Support Lead - Orion eSolutions Pvt. Ltd. - Mohali, Punjab, India

(2020-12)

Additional Role: Product Manager — VoAgents Platform (Product owned by Orion eSolutions Pvt. Ltd.) Technical Support & Infrastructure Operations

• Spearheaded enterprise-wide cloud migrations to Microsoft Azure and AWS, cutting infrastructure costs and improving platform scalability for a growing client base.
• Orchestrated full-scale IT infrastructure across Azure, AWS (EC2, S3, IAM, RDS, VPC, CloudWatch), and Office 365, supporting 24/7 operations for overseas clients.
• Engineered automation workflows using n8n, RB2B, SmartLead, and Mailgun — reducing manual operational effort by 40% and improving team throughput.
• Achieved 99%+ platform availability through proactive monitoring with Azure Monitor, Grafana, and CloudWatch; implemented alerting and incident response playbooks.
• Led SOC 2, HIPAA, and GDPR compliance initiatives; configured and hardened firewalls (Fortinet, Sophos, SonicWall) and enforced endpoint protection policies across all environments.
• Oversaw DNS management (Cloudflare, GoDaddy, Namecheap, CloudDNS) and server hosting via Plesk, cPanel, and WHM; administered Google Workspace for 50+ users.
• Managed IT budgets, vendor negotiations, hardware procurement, and SLA governance; served as primary technical escalation point for international client accounts.
• Designed and deployed a real-time custom status page for stakeholder visibility — enabling instant tracking of service health, outage events, root cause timelines, and resolution status across all monitored servers and infrastructure components; reduced client escalation calls by providing proactive transparency, improved stakeholder trust, and cut average incident response communication time significantly.
• Owned end-to-end client onboarding lifecycle for 50+ clients; produced SOPs, onboarding guides, and training materials reducing onboarding time and support tickets significantly.
• Collaborated with Engineering, QA, and Support using Agile/Scrum to translate client feedback into product improvements; designed custom AI agent prompts for automated query handling, lead qualification, and appointment booking.
• Supported pre-sales activities including demos, requirement workshops, and solution consulting, contributing directly to new client acquisition and contract renewals.
• Designed and built custom AI agents for clients as per their individual business requirements, and configured LLM settings including model parameters, temperature, and response behaviour — ensuring accurate, context-aware, and business-aligned conversational outputs across diverse client use cases.

Assistant Manager – IT - Widex India Pvt. Ltd. - Chandigarh, India

(2008-09 - 2020-10)

• Managed end-to-end technical support and IT infrastructure across 40+ branches, supporting 500+ users; administered Microsoft Navision ERP, CRM systems, and resolved complex hardware, software, and connectivity issues.
• Enforced network security, firewall configs, antivirus, and backup/DR planning per ITIL best practices; developed SOPs and troubleshooting guides adopted across all branches.
• Led technical training programmes; managed OS rollouts, LAN/WAN administration, and full hardware lifecycle management across all locations.

IT Trainee - Fortis Hospital - Chandigarh, India

(2008-02 - 2008-08)

• Provided IT infrastructure support including OS installations, network fault diagnosis, and hardware maintenance in a high-availability healthcare environment.

Bachelor of Arts - Panjab University

Diploma - Computer Networking (CCNA) - Chandigarh

Diploma - IT Hardware & Networking - Jetking Institute