Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Retheesh Raj

Mississauga

Summary

Accomplished IT Systems Architect with over 11 years of experience in architecture analysis, systems design, and end-to-end implementation across global enterprise environments. Demonstrates proven expertise in infrastructure, backend systems, endpoint management, and driving hardware/software integration projects that consistently exceed client and organizational objectives. Adept at diagnosing and resolving complex technical challenges, managing multi-vendor relationships, and leading teams to adopt best-in-class industry standards. Recognized for strong leadership, strategic vision, and a deep commitment to delivering secure, user-focused technology solutions that align with evolving business needs.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Global LEAD for Desktop Hardware Services

Wipro Ltd (for EY)
01.2020 - Current
  • Responsible for Desktop Hardware services, Desktop hardware & OS, Device experience & platforms, Infrastructure & operation, Enterprise technology.
  • As a part of the global hardware lead for an endpoint of 400k spread across 150 plus countries need to be managed among 3 OEM vendors Dell, HP & Lenovo.
  • The Global Lead for Desktop Hardware Services is responsible for the full lifecycle and strategy of desktop hardware services at a global scale, ensuring the seamless deployment, support, and evolution of all endpoint devices. This executive role is pivotal in shaping user experience, operational deployment, compliance, and vendor partnerships in a complex multinational environment.
  • Organization: Wipro Ltd (for EY)
  • Reach: 400,000 endpoints across 150+ countries | Managed via Dell, HP & Lenovo
  • Core Role Overview
  • Key Responsibilities
  • Strategic Management
  • Define and execute the global strategy for desktop hardware, OS platform standards, and device experiences to align with business and technology objectives.
  • Establish and maintain long-term hardware lifecycle management plans, including procurement, deployment, refresh, retirement, and disposal.
  • Operations & Infrastructure
  • Oversee all aspects of desktop infrastructure operations across 150+ countries, ensuring availability, performance, and reliability for 400,000+ endpoints.
  • Lead and coordinate large-scale hardware deployments, upgrades, and migrations.
  • Ensure rigorous patch management, security standards, and consistent OS image management for all endpoints.
  • Develop and own global SLAs, KPIs, and compliance metrics for device uptime, incident response, and user satisfaction.
  • Vendor & Stakeholder Management
  • Manage relationships with primary OEM vendors—Dell, HP, and Lenovo—negotiating contracts, service levels, and escalations.
  • Administer vendor evaluations SLA reviews, and performance audits; spearhead multi-vendor coordination and risk management.
  • Serve as an escalation point for critical platform/vendor issues, facilitating rapid issue resolution.
  • Represent the organization in technology partnerships and industry forums.
  • Team Leadership
  • Lead, mentor, and develop globally dispersed teams responsible for desktop operations, engineering, and support.
  • Foster a collaborative, high-performance culture with emphasis on innovation, process improvement, and skill development.
  • Device Experience & End User Support
  • Oversee the delivery of a superior device experience, ensuring consistent, secure, and high-quality user environments.
  • Direct the global endpoint support model, ensuring efficient incident and request management in line with ITIL/industry best practices.
  • Security & Compliance
  • Partner with enterprise security to implement robust endpoint security measures: encryption, patching, threat hunting, and compliance with global standards.
  • Lead audits and participate in regulatory reviews for device-related compliance.
  • Project & Change Management
  • Lead strategic projects related to hardware platforms, OS rollouts, device experience improvements, and global technology initiatives.
  • Participate in or oversee major change management, ensuring disruption is minimized and benefits are realized.

Lead Production Support Engineer

Philips Healthcare
01.2016 - 01.2020
  • Responsible as a part of Philips Healthcare Process where Spare Parts Service Parts of Medical Equipment like Ultrasound Machine are managed in Plants, transported to the customer from plants and Transported from one plant to another Plant. The above points does not limits the functionality in the SPS Process there are many sub process in SPS which fulfills the overall need of SPS users ex FSENEMO Process, Drop Shipment Process, Direct Sales, Repair and Replenishment Process, Blue Room Process, Return to Vendor Process.
  • Lead a team size of 12 for SAP production support on SD, MM issues.
  • Incident , SR & change of ITLM process where used and achieved.

Technical Quality Specialist

Talk Talk- Wipro Ltd
01.2013 - 01.2016
  • Responsible for driving and supporting compliance initiatives, maintaining quality frameworks, and ensuring processes meet regulatory and internal standards. Lead a team 15 members to assure quality and compliance across the process.
  • Conducted regular quality checks on the solution provided following the ITIL rules to meet the SLA and KPI.
  • Involved In providing trainings for new hire before engaging to live cases.
  • Daily reports to client on the forecast and achieved SLA.

Education

Bachelor - Information & Technology

LPU University
Punjab, India
04-2013

Skills

    Multi vendor management

    Large scale endpoint management

    Regulatory Compliance

    Strategic planning

    Customer experience control

    Performance analysis

    Employee training

    Risk mitigation

    Process improvement

    Performance improvement

    Problem solving

    Contract Management

Certification

Nexthink certified

Timeline

Global LEAD for Desktop Hardware Services

Wipro Ltd (for EY)
01.2020 - Current

Lead Production Support Engineer

Philips Healthcare
01.2016 - 01.2020

Technical Quality Specialist

Talk Talk- Wipro Ltd
01.2013 - 01.2016

Bachelor - Information & Technology

LPU University
Retheesh Raj