Kunal Desai

Kunal Desai Objective Energetic IT professional, with wide experience in customer service delivery, looking for a full-time opportunity in your organization. I like problem-solving and being able to help people. I appreciate and will actively foster a work culture that values respect and fairness. Personal Statement 9 Years in the area of IT Infrastructure Support & Management & Service delivery, including 4 Years+ of exposure on People, Operations and Service Management based on ITIL best practices & Six Sigma Methodologies for Continuous Process Improvement. Ex-employee of Wipro Ltd, for past 5 Years worked as an Operation Manager handling End-user services (BAU) for an insurance giant for a year. ITIL V3 Foundation 2011 Certified. Completed my Grad. Diploma in Business Information Systems, Degree in Electronics and Diploma in Electronics & Telecomm. Have eagerness to learn new technologies which helps with quick and innovative ideas for betterment and future of the organization. Proficient in accomplishing project deliveries maintaining high quality parameters. A career reflecting strong leadership qualities adapted from the hands-on field experience in EUS and by working along with various domain teams. Strong on technical concepts, processes and management disciplines with business-oriented professionalism. Maintain focus on achieving bottom-line while implementing and supporting better technology and business solutions to meet a diversity of needs. Team-based management methodology with excellent interpersonal communication skills. Customer interaction skills with quick & instant decision making ability. Ability to extract, analyse and correlate information from various sources with strong knowledge of MS Office for report generation and presentations like MIS report presentation. Technical skills MCSA: Windows 10 Certified. (Exam – 697 & 698) In-Depth Knowledge of computer hardware and peripherals. Mobile Device Management. (iOS, Android, Blackberry, Windows etc.) Basic Networking (Knowledge of CCNA) Office 365 Experienced in remote support using LANDesk, Skype for Business, Lync, Team Viewer etc. ITIL v3 Foundation Certified. AWS Certified Cloud Practioner. Basic Server Administration (Knowledge of Windows 2003/2008/2012) Proficient with MS Office (Outlook/Word/Excel/PowerPoint) Basic knowledge of Wordpress. Experienced in Service desk tool like Service Now, BMC Remedy, e-Helpline (by Wipro) etc. CAREER SUMMARY Wipro Limited (Jun 2011 - Feb 2020) Key responsibilities as a Service Desk Engineer: Resolve ITC issues related to desktop/laptop by visit/phone/remote desktop. Hardware replacement/upgradation/troubleshooting for laptop/desktop. Software installation/updating/troubleshooting. Complete laptop/desktop setup with OS and Standard software installation, Network and Mail configuration etc. Anti-virus installation/updating/troubleshooting of McAfee, Symantec etc. TCP/IP, WIFI and other basic network configuration. Network and local printer/scanner/all-in-one installation and configuration. Mail configuration and troubleshooting like MS Outlook and IBM Lotus. Daily ticket updates on the ticketing tool like e-Helpline, Service Now, BMC Remedy etc. Set up video conferencing device on request. Asset management – Stocking, allocation or surrenders Prepare laptop/desktop as per standard checklist for new joiners. Coordinate with the domain teams like Server, Network, Mail, InfoSec etc. Coordinate and log tickets with outsource vendors and OEMs for part replacement or technical support. Call review with Service desk lead on daily/weekly basis. Key responsibilities as an Operations Manager: Managing BAU operation for a Bank and an Insurance company. Getting the work done from outsource vendors. Daily, Monthly & Quarterly reviews of the IT operation and strategic plans and preparations. Weekly discussion with Management, MIS reporting. Weekly discussion with OSV team and various domain teams on SLA and performance management. Managing VIP users and their escalations. Acting as the single point of contact for all communications for the bank for service delivery issues. Providing advice and directions on technology changes, problems, incidents etc. Coordinating and anchoring discussions on technology changes, problems, incidents etc. with the other vendors and technology partners with the management and domain teams. Analysis and reporting on operational progress and service delivery to management. Vendor Management for technology procurements and SLA Management of vendor for their service delivery. Calculation of monthly revenue and get approval for customer and track invoice generation revenue collection with internal business team. Projects with Wipro Ltd. From June 2011 till May 2013. Started my career as a regional desktop support engineer for HDFC Life on payroll of Impact Infotech (recruitment partner of Wipro). Later managed 100+ VIP users at its Head Office for close to 4 months. Key Roles: Resolve ITC issues related to desktop/laptop by visit/phone/remote desktop. Daily ticket updates on the ticketing tool. Set up video conferencing device on request. Asset management – Stocking, allocation or surrenders Prepare laptop/desktop for new joiners. Coordinate with the domain teams like Server, Network, Mail, InfoSec etc. From May 2013 till July 2014. Worked as Mobile device Manager for Standard Chartered Bank. Handled 1200+ mobile device and also managed VIP users. Key Responsibilities: Resolve ITC issues related to Apple devices via visit/phone. Daily ticket updates on the ticketing tool. Asset management – Stocking, allocation or surrenders Coordinate with the domain teams like Server, Network, Mail, InfoSec etc. From July 2014 to Sept. 2014. Worked as Team Leader for the Wipro client Star TV India Pvt. Ltd. Managed BAU of HO with team size of 12 members. Key Responsibilities: Prepare weekly rosters of the team. Monitor tickets of every team member. Flash daily, weekly and monthly call reports with the stakeholders. Manage rollout projects like patch update, new software installation etc. From September 2014 to November 2014. Worked as Team Leader for Glenmark Pharmaceutical. Handled 3 sites of company with team size of 5 members. Key Responsibilities: Prepare weekly rosters of the team. Monitor tickets of every team member. Flash daily, weekly and monthly call reports with the stakeholders. Manage rollout projects like patch update, new software installation etc. From November 2014 to April 2017. Worked for Bharatiya Mahila Bank as team leader. Got promoted twice and became a core employee of Wipro, as Senior Executive in June 2015 and as Operations Manager in December 2016. Key Responsibilities: Manage BAU of the bank and its 105 branches. Prepare weekly rosters of the team. Monitor tickets of every team member. Flash daily, weekly and monthly call reports with the stakeholders. Manage rollout projects like patch update, new software installation etc. Attend weekly, monthly and quarterly review calls and meetings with the stakeholders. Coordinate and anchor discussions on technology changes, problems, incidents etc. with the other vendors and technology partners with the management and domain teams. Analysis and reporting on operational progress and service delivery to management. Vendor Management for technology procurements and SLA Management of vendor for their service delivery. Calculate monthly revenue and get approval for customer and track invoice generation revenue collection with internal business team. From April 2017 – April 2018. Joined HDFC Life project as an Operations Manager. Handling 1500+ end users at its Head office with a team size to 12 members. Key responsibilities – see career summary above. From May 2018 – Feb 2020. Joined IAG NZ project as an Operations Manager. Handling 900+ end users at its Head office with a team size to 6 members. Key responsibilities – see career summary above OTHER CORE skills Communication My work at Wipro involved talking with people, listening and understanding their needs. I am experienced in explaining the team’s work to clients and reporting on the progress of their requirements. My style is always to build trust with people and put them at ease so they know they can approach me. Teamwork and leadership I can work with a team and also lead a team, demonstrated at Wipro where I led a team of 15 and was involved in hiring and team building. We were a high performing team, effectively managing over 1500 users over 4 floors. I had learned in a previous job (Star TV) to place a one engineer per floor to attend issues promptly, and I took this method to another project (HDFC Life). I had a call coordinator answering helpdesk calls, who routed tickets to engineers and there were some issues that could be resolved remotely by an L2 engineer. Each senior engineer’s workload was a mixture of simple calls (to reduce rapidly and at the same time establish rapport with users) as well as super critical jobs – this showcased that we were prompt in service. Learning and training I am very curious and always learning new things, on and off the job. I like to share my knowledge and experience and put people in places where they will learn. I completed in-house training modules for Cloud, networking and server management, also Agile, Lean and Apple – this was because it helped to understand about other departments. I have during my career trained other Wipro teams in mobile management. Analytical thinking and problem solving In IT you always need to think about a contingency. If a router fails, there is another running. If a server fails, there is a backup. Failure of equipment reflects badly on the IT department. I like to break problems into sections and solve them in a step by step way. Keeping a back-up plan in mind is how I prefer to work. Asset management and vendor management When I started as a branch engineer, I used to manage all the assets in my branch and also 13 other branches. We had a vendor management team but as an extension to their department I used to deal with vendors directly. Qualifications NorthTec, Auckland, New Zealand, 2019 Level 7 Business Information Systems Applied Computing Business Analysis Management of Information and Communication Technologies Systems Analysis and Design YCMOU Nasik, India, 2010 - 2013 Bachelor of Technology – Electronics Basic Networking. Communication and Television Engg. Network Operating System (Win 2003, Win 2008, Win 2012) Industrial and Power Electronics PC Up-gradation and Maintenance Instrumentation. Mobile and Personal communications Electronic Circuit Designs Interests Playing Guitar Browsing on internet usually to keep myself updated with latest technology. Watching Movies Watching Documentaries