Hardik Mehta

Key responsibilities include IT Operations Management, Workplace Compliance Management, Software License management, Asset management, Continual service improvement. Played a key role to improve the average ticket remediation time using the dashboard report tracking and process training/documentation Involved in IT discussion to implement self service password reset system so that it helps in reduction of tickets received and thus use employee hours for more productive work. Worked with team to develop User guides to educate end users on requested that can be handled by themselves. Implemented CSAT API integrated with ticketing system to get user feedback on completion of tickets and work on areas of improvement Responsible for working with cross functional management members to document process and training for the support team members that helps to work on issues effectively Monthly/Quarterly feedback to team members ensuring that they are aligned to the objectives and roadmap. Technical/Operational training for team members along with internal system and tools training to better support the business requirements. Implemented automation within ticketing system to send reminders to team members on open issues to ensure remediation within SLA Assisted in developing Power BI dashboard to provide overview for Group wide IT assets including hardware, software, intellectual property, licenses and warranties. Working on Improvement areas such as Telephone support, analyzing challenges and providing possible solution to the same that will result in better customer experience To manage usage, disposal, compliance, inventory, sustainability, cost optimization and protection across the IT asset portfolio. To apply in-depth understanding of Service Management Framework principles specific to Incident, Problem and Change Management processes. Provide monthly SLA reports and deliver improvement activities to IT management.

Working as a Team Leader,for Systems Integration NOC Support. Responsible for handling Incident, change, problem and query management. Weekly call with customer on technical and process issues. Participate in meetings to understand customer requirements. Monthly SLA reporting and meeting with customer on service delivery. SLA control and ensuring ZERO breaches is the key focus of this role. Managing the escalation matrix and communicating Managing operational issues, shifts & coordination issues if any Manage working resources by o Identifying appropriate staff Identifying appropriate technical facilities o Being responsible for the assets that are assigned to the group o Complying with current process and procedure Well versed with SLA management, Change management procedures and SOP’s. Pertaining excellent Customer relations in critical and diverse situations. Providing support to Tier1, Tier 2 and Tier 3 clients and maintaining client relations and operation contact for client escalations. Identify critical & important processes and coordinating with core team to analyze IT enabled activities Software, hardware based troubleshooting on Windows platform. Actively involved in periodic System maintenance and implement optimization improvements. Effectively coordinating with various vendors for vendor management of clients. Pro-actively monitor, manage and improve availability and performance of the environments. Working and coordinating with Third party vendors on daily basis as per the need of the hour. Working on technical, client escalations and effectively managing client service delivery. Managing client deployments as per release management and generating service excellence report for the team.

Worked as a senior system engineer, Technology Infrastructure Support Worked on NT Group Space, File Shares and Quota Management Creation/Termination of AD objects such as User Accounts, Groups and Service Accounts Perform Daily System Checks – reviewing Backup Logs, Domain Admin Group Membership and Disk Utilization Creating User Home Drives and migrate them as needed Application life cycle support and deployment using HP-OVCM tool

Worked as a System Engineer, Global Infrastructure Operations OS upgrade, Installation of IPAK/SQl, Add User accounts, Adding computer objects using Altris software Handled issues related to OS, Hardware, etc. that were unresolved and escalated by Service Desk Ensured client delivery as per ITIL best practices and Service Levels laid down per SLA/OLA contract Implementing and managing Group policies as per the Customer request Provide Support to Global Microsoft Data Centres Support to Unified ticketing system to resolve escalations