Roshan Bhavsar

Own end-to-end delivery of End User Services + platform infrastructure across a global enterprise environment, ensuring service stability, scalability, and user experience. Lead multi-functional teams across EUC, device/workspace services, and infrastructure operations, driving performance through clear operating model, KPIs, and accountability. Drive automation and modernization initiatives across provisioning, patching/compliance, software delivery, and service workflows to reduce manual effort and improve speed. Partner with Security, Architecture, and Business stakeholders to align services with enterprise standards, risk posture, and business priorities. Strengthen governance through ITIL-aligned processes (incident/problem/change), improving service predictability and reducing recurring issues. Manage vendor/service partner performance (SLAs, escalations, service improvement plans) to improve delivery outcomes and customer satisfaction. Lead continuous improvement programs focused on standardization, cost efficiency, and operational resilience across regions. Provide executive updates on service health, risks, and roadmap progress to senior stakeholders.

Led global delivery for Devices + Apps Workspace services, ensuring stable lifecycle management, availability, and end-user productivity. Built a high-performing team culture with strong execution discipline, improving operational maturity and stakeholder confidence. Drove standardization across endpoint and workspace platforms, improving consistency across regions and reducing operational variance. Established service governance dashboards for SLA/KPI tracking, escalations, and risk visibility, enabling proactive decision-making. Delivered modernization initiatives across workspace services, endpoint management, and application delivery, improving speed and compliance. Collaborated with Architecture/Security to implement policy and hardening improvements while maintaining usability for users. Managed vendor relationships and onshore/offshore delivery models to ensure predictable outcomes and timely resolution.

Managed EUC and workspace service delivery, balancing operational stability with continuous improvement and change programs. Owned service performance across key operations (incidents, problems, changes), improving predictability and reducing repeated escalations. Led initiatives for tooling/process improvements across endpoint and workspace operations, improving efficiency and service quality. Partnered with business stakeholders to prioritize demand, manage expectations, and deliver measurable outcomes. Mentored team members and built capability across technical, process, and customer engagement areas.

Led engineering delivery for Digital Workspace & Devices, supporting enterprise device governance, endpoint security, and deployment standards. Owned Active Directory and GPO strategy for Windows clients, ensuring secure configuration baselines and stable user experience. Implemented endpoint hardening and patch governance improvements to strengthen compliance and reduce security exposure. Delivered Windows deployment modernization (Zero-touch / Lite-touch), improving provisioning consistency across branches. Coordinated testing and release readiness with global/onshore stakeholders to ensure low-risk changes and stable rollouts.

Supported global SCCM operations (primary/secondary sites), improving reliability of software deployment and OS provisioning. Delivered OSD task sequences and application packaging standards to enable consistent endpoint rollouts. Supported licensing/activation (KMS) and contributed to operational governance for endpoint tooling.

Provided L2/L3 support for Windows server platforms across physical/virtual environments (VMware/Hyper-V, private cloud). Managed patching/compliance and contributed to operational stability across data center services and platform lifecycle tasks. Supported virtualization operations (vMotion, P2V, host management) and enterprise hardware lifecycle activities.

Progressed through global EUC support roles delivering SLA-based support and contributing to SCCM packaging, OSD support, and enterprise collaboration tooling. Built strong foundation across incident resolution, endpoint troubleshooting, remote support, and service request operations.

Responsible for Local and Global technical Support Configuration and troubleshooting of Microsoft Exchange 2010 related tasks. Managing SCCM 2007 R2 for application package creation, image deployment, software installation, and client troubleshooting.

Provided end-user and infrastructure support within a large enterprise environment, supporting 2,000+ systems and operating within SLA-driven service delivery models. Developed early leadership capabilities by handling escalations, coordinating with multiple support teams, and contributing to daily operational and reporting activities.

Supported enterprise desktop and infrastructure environments, gaining exposure to server systems, enterprise messaging platforms, remote access technologies, and structured service management processes.

Delivered onsite and remote IT support for business users, building strong troubleshooting skills and a customer-focused approach to IT service delivery.

Configure and install Windows 98/2000 Operating Systems. Visit customer doorstep to provide technical support. Part time working with local computer training institute as technical helper, Housekeeping guy, On-Job-Trainee.