IT Infrastructure & Support Manager at Luxshree Technologies Pvt. Ltd. (2026-06 – Present)
- Oversee L2/L3 technical support operations for desktops, laptops, OS, and peripheral devices across multiple government project sites, ensuring high system availability and rapid issue resolution.
- Manage Windows Server and endpoint infrastructure supporting Smart Classes, Digital Infrastructure, and Green Energy Solar System projects.
- Monitor network and systems infrastructure to maintain uptime and optimal performance across all locations, supporting backup and business-continuity planning.
- Lead weekly and monthly service review meetings with vendor managers and senior stakeholders, tracking SLA performance, budget adherence, and driving process improvement.
- Manage IT asset lifecycle, inventory tracking, and compliance controls, building dashboards for management review.
- Ensure team compliance with quality metrics, safety standards, and SLAs covering response time, resolution rate, and customer satisfaction.
Manager – IT Services & Infrastructure Support at BIRO InfoTech (2025-04 – 2026-05)
- Led regional technical support and infrastructure operations across government and PSU accounts including Rajasthan High Court, DGCA, MHA, Navy, Lok Sabha, NDMC, FSSAI, and SBI.
- Administered Windows Server environments, Active Directory, Group Policy, DNS, and DHCP across multi-site deployments, ensuring consistent endpoint and identity management.
- Managed Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive) and supported Azure AD-based access provisioning for enterprise clients.
- Directed L2/L3 incident resolution and escalation management within agreed SLAs, following ITIL-aligned Incident, Problem, and Change Management practices.
- Oversaw network infrastructure and firewall support (Cisco/Juniper routers, switches, firewalls, VPN, LAN/WAN) ensuring secure, reliable connectivity across all sites.
- Managed AMC contracts and hardware maintenance agreements — including vendor negotiation and cost tracking — ensuring SLA adherence and zero missed compliance milestones.
- Created and maintained SOPs, knowledge base articles, and technical documentation to standardize support operations across teams.
- Conducted root cause analysis for recurring incidents and implemented preventive measures to reduce repeat tickets.
Assistant Manager – Infrastructure at Corporate InfoTech Pvt. Ltd. (2021-02 – 2025-03)
- Led and mentored a regional support team of 205 members, including 29 Team Leaders, delivering L2/L3 technical support across IOCL East locations, refineries, and PAN-India offices.
- Managed incident, problem, and asset management processes across multi-site service contracts, ensuring performance deliverables were consistently met against client SLAs and KPIs.
- Administered Active Directory, user accounts, and access provisioning across enterprise and government environments.
- Maintained inventory-tracking systems and coordinated backup engineers PAN India to guarantee uninterrupted support coverage.
- Oversaw L2 & L3 OEM warranty coordination, ensuring timely resolution of infrastructure and endpoint issues.
- Delivered client satisfaction metrics including Average Handle Time (AHT), Initial Response Time, First Call Resolution (FCR), and survey response rate improvements.
- Built and maintained strong relationships with senior management, cross-functional departments, and external vendors/service providers.
Team Leader – IT Services (State Bank of India Project) at Corporate InfoTech Pvt. Ltd. (2017-10 – 2021-01)
- Managed a team of 14 engineers delivering technical support across 272 SBI branches in Bikaner, Rajasthan.
- Resolved L2 escalations for LAN/WAN, networking, and endpoint issues; conducted remote and on-site troubleshooting.
- Developed and implemented operational policies, SOPs, and preventive maintenance schedules for the regional team.
- Managed IT assets and resolved hardware/software issues across all branch locations within SLA timeframes.
- Built lasting stakeholder relationships with SBI branch managers, senior leadership, and vendor teams.
Sr. Network Engineer at Corporate InfoTech Pvt. Ltd. (2014-01 – 2017-09)
- Delivered desktop, network, and infrastructure support across government ministry facilities: Ministry of Labour, Ministry of Finance, Ministry of External Affairs, and DGCA.
- Installed, configured, and maintained network devices (switches, routers, access points, ASA firewalls); handled VLAN/WAN configuration and L2 escalations.
Sr. Customer Support Engineer at ETSC Computers Pvt. Ltd. (2013-09 – 2014-10)
- Delivered hardware and software support, including installation, maintenance, and troubleshooting of systems across client facilities in Jaipur.
- Configured and maintained email systems, operating systems, printers, and peripheral devices, providing remote and on-site customer support.
Network & Desktop Support Engineer at Corporate InfoTech Pvt. Ltd. (2007-04 – 2013-08)
- Provided multi-year technical support across government ministry facilities in New Delhi, covering hardware, OS, network configuration, and AMC/warranty coordination.
- Configured peer-to-peer networks, managed Active Directory, and supported end users across large government campuses.
