Dharshan Raj Nagaraj
Halifax,NS
Summary
Versatile and results-driven professional with over 11 years of cross-functional experience in IT support, system analysis, and process improvement within manufacturing and technical environments. Proven ability to resolve complex hardware/software issues, provide exceptional end-user support, and drive operational efficiency through Lean methodologies. Skilled in managing service desk operations, field support for multi-site infrastructure, and executing continuous improvement projects that deliver measurable cost savings and productivity gains. Proficient in tools such as ServiceNow, Active Directory, AutoCAD, Nastran/Patran, and Lean Six Sigma principles. Adept at bridging technical and business needs with a strong focus on quality, uptime, and user satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Sincera Consulting Pvt Ltd
Bangalore, India
10.2022 - 08.2023
- Resolved an average of 60+ technical support tickets per day via phone, email, and chat, maintaining a 95%+ customer satisfaction rating.
- Reduced average ticket resolution time by 30% through efficient triaging and knowledge base optimization.
- Supported a user base of over 1,200 employees across multiple locations, ensuring 24/7 uptime and minimal business disruption.
- Achieved a first-call resolution rate of 80%, exceeding the team’s KPI by 15%.
- Led weekly reviews of recurring incidents, contributing to a 20% reduction in repeat tickets over three months.
- Onboarded and trained 15+ new hires in ITSM processes and service desk tools, improving team ramp-up time by 25%.
- Managed user accounts, password resets, and access controls using Active Directory, handling over 300 requests monthly.
- Monitored and escalated incidents in ServiceNow (or insert the relevant ITSM tool), maintaining SLA compliance of 98%+.
IT Field Support Technician
Connectivity Solutions Pvt Ltd
Bangalore, India
05.2019 - 09.2022
- Delivered onsite and remote support for over 300 end-users across multiple branch locations, maintaining a 99.5% uptime rate for all hardware and network systems.
- Diagnosed and resolved over 75 hardware, software, and connectivity issues monthly, ensuring minimal business disruption.
- Performed imaging, setup, and deployment of 150+ laptops and desktops during company-wide tech refresh projects.
- Reduced average response time by 35% through proactive scheduling and route optimization, using mobile service management tools.
- Managed configuration and maintenance of printers, VoIP phones, mobile devices, and network peripherals at more than five remote sites.
- Collaborated with Level 2 and infrastructure teams to escalate complex issues, improving resolution time on escalations by 20%.
- Maintained inventory and asset tracking of over 500 IT devices, ensuring 100% compliance with audit requirements.
- Trained non-technical staff on hardware and software usage, boosting tech proficiency, and reducing repeat support calls by 25%.
Process Engineer
Buhler India Pvt Ltd
Bangalore, India
07.2013 - 05.2019
- Spearheaded Lean manufacturing initiatives across three production lines, resulting in a 22% increase in overall equipment efficiency (OEE), and a 15% reduction in cycle time.
- Conducted time-motion studies and value stream mapping for sheet metal fabrication and assembly processes, identifying $180K per year in cost savings through waste elimination and layout optimization.
- Led Kaizen events and root cause analysis (5 Whys, Fishbone) to resolve quality and process bottlenecks, improving first-pass yield from 82% to 96% within six months.
- Reduced scrap rate by 18% through process standardization and operator retraining across three shifts.
- Collaborated with cross-functional teams to implement a Kanban-based inventory system, lowering excess raw material inventory by 30%, while maintaining production flow.
- Developed and tracked KPIs via dashboards for downtime, throughput, and defect rates, driving data-driven decisions, and continuous monitoring.
- Trained 40+ shop floor employees on Lean tools, 5S, and visual management, enhancing team engagement, and sustaining improvements.
- Supported new product introduction (NPI) by creating process documentation, PFMEAs, and control plans, reducing ramp-up time by 25%.
Assistant Structural Engineer
Bangalore Aircraft Industries Pvt Ltd
Bangalore, India
06.2012 - 06.2013
- Assisted in the design and analysis of over 20 structural components for industrial equipment using Nastran/Patran, ensuring compliance with ASME and ISO standards.
- Created and modified 100+ detailed 2D/3D CAD drawings using AutoCAD and Solid Edge, reducing design errors by 30% during fabrication.
- Supported finite element analysis (FEA) simulations to validate structural integrity, contributing to a 15% weight reduction in key sheet metal assemblies, without compromising strength.
- Collaborated with senior engineers to perform structural checks on steel and aluminum frameworks, improving design efficiency by 20% through modular design practices.
Education
Post-Graduate Diploma - Supply Chain Management
Cape Breton University
Sydney, NS04-2025
Post-Graduate Diploma - Business Administration
Annamalai University
Bangalore02-2022
Bachelor of Science - Mechanical Engineering
New Horizon College of Engineering
Bangalore05-2012
Skills
- IT Service Management (ITSM): ServiceNow, BMC Remedy, JIRA
- Remote Support Tools: TeamViewer, AnyDesk, SCCM, and RDP
- Operating Systems: Windows (7–11), macOS, Linux (basic)
- Hardware and Networking: Desktop and Laptop troubleshooting, Printers, VoIP, Switches, Basic LAN and WAN support
- Software installation, imaging, and patch management
- Microsoft Office 365 Suite, Outlook, and Exchange
Certification
- Lean Six Sigma Green Belt
- Certified Scrum Master
Timeline
Service Desk Analyst
Sincera Consulting Pvt Ltd
10.2022 - 08.2023
IT Field Support Technician
Connectivity Solutions Pvt Ltd
05.2019 - 09.2022
Process Engineer
Buhler India Pvt Ltd
07.2013 - 05.2019
Assistant Structural Engineer
Bangalore Aircraft Industries Pvt Ltd
06.2012 - 06.2013
Post-Graduate Diploma - Supply Chain Management
Cape Breton University
Post-Graduate Diploma - Business Administration
Annamalai University
Bachelor of Science - Mechanical Engineering
New Horizon College of Engineering
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