Santhosh Dhanaraju
Coquitlam
Summary
IT Operations Leader with 15+ years of experience delivering enterprise-scale end user computing, field IT support, asset lifecycle programs, identity automation, and operational governance across multi-site environments. Proven success improving service reliability, reducing MTTR, strengthening security posture, and leading high-performing technical teams. Deep expertise with Microsoft technologies (Windows, Azure AD, Intune), enterprise networks (Meraki, Cisco), ITSM/ITAM platforms (ServiceNow, Freshservice), automation, vendor management, infrastructure deployment, and compliance frameworks (SOC, PII). Skilled at building scalable processes and delivering continuous improvement in complex, large organizations.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
IT Manager
1-800-GOT-JUNK?
09.2023 - 11.2025
- Directed daily end-user and field support operations, improving service stability and reducing MTTR through proactive monitoring (Datadog), escalation frameworks, and operational runbooks.
- Developed and executed modern endpoint strategies using Intune, Jamf, and Azure AD, improving configuration consistency, device health, and security posture across the enterprise.
- Built a full asset lifecycle management program covering procurement, inventory, warranty, refresh forecasting, recovery, and recycling for multiple locations.
- Automated identity lifecycle using Okta Workflows, reducing onboarding/offboarding turnaround time by 40% and improving access governance across departments.
- Strengthened field security by enforcing MFA, tuning Proofpoint filtering, and aligning IT operations with SOC and PII requirements.
- Modernized field collaboration systems by standardizing Neat and Logitech AV deployments and refining Meraki network configurations.
- Implemented self-service workflows on Slack and Google Chat integrated with Freshservice, reducing repetitive ticket load and improving user experience.
- Managed vendor relationships across hardware, SaaS, telecom, and AV technologies, optimizing renewals and budget forecasting using Torii and Cloudeagle analytics.
- Developed and executed IT strategies aligned with organizational goals and business needs.
- Oversaw technology infrastructure, ensuring reliability and security across all systems.
IT Service Desk Manager
Factors Group of Companies
11.2019 - 09.2023
- Led national IT support operations, maintaining 98% SLA adherence while managing incidents, requests, and escalations across multiple facilities.
- Built and operationalized an enterprise asset lifecycle program, including procurement governance, refresh strategies, warranty tracking, and compliance.
- Reduced recurring incidents by 35% by maturing Incident & Problem Management, implementing structured RCA, and enhancing knowledge base adoption.
- Managed Intune, Azure AD, and Microsoft 365 environments to improve endpoint security, user provisioning flows, and operational continuity.
- Designed and automated onboarding/offboarding workflows with HR and People Ops, improving provisioning accuracy and reducing manual effort.
- Developed executive dashboards for leadership with SLA metrics, ticket drivers, and operational insights to inform resource planning.
- Mentored and developed a high-performing IT support team, strengthening accountability, technical depth, and service ownership.
- Oversaw service desk operations to ensure timely resolution of technical issues.
Senior Service Manager (Contract)
Coca-Cola (via Infosys)
03.2019 - 06.2019
- Led cross-functional teams to enhance service delivery and operational efficiency.
- Implemented process improvements, resulting in streamlined workflows and reduced turnaround times.
- Led enterprise major incident management, coordinating infra, app, and network teams to restore service rapidly.
- Developed and refined problem management processes, delivering RCAs and prevention plans that improved stability.
- Enhanced ServiceNow workflows for categorization, SLAs, reporting, and communication.
- Standardized post-incident reviews and communication templates to strengthen service continuity.
- Developed training programs for new staff, fostering skill development and knowledge retention.
- Managed client relationships, ensuring satisfaction through proactive communication and tailored solutions.
- Analyzed service metrics to identify trends, driving strategic decisions for continuous improvement.
- Mentored junior team members, promoting professional growth and enhancing team capabilities.
- Increased team efficiency by providing comprehensive training and development programs for service technicians.
Assistant Manager
BETSOL®
03.2017 - 11.2018
- Managed service desk operations for U.S. enterprise clients, overseeing SLAs, triage, and escalations.
- Improved first-contact resolution through standardized troubleshooting scripts and SOPs.
- Developed staff capability through coaching and performance management.
- Led cross-functional teams to enhance operational efficiency and streamline project workflows.
- Mentored junior staff, fostering professional development and enhancing team performance.
- Implemented process improvements that reduced turnaround times for project deliverables.
- Coordinated client communications to ensure alignment on project goals and expectations.
Major Incident Manager
Attra Infotech
02.2016 - 03.2017
- Led major incident resolution efforts, coordinating cross-functional teams to restore services promptly.
- Developed and implemented incident management processes, enhancing operational efficiency and response times.
- Mentored junior staff in incident handling techniques, fostering a culture of continuous improvement and knowledge sharing.
- Conducted post-incident reviews to identify root causes and prevent future occurrences, driving strategic improvements.
- Managed high-severity incidents for banking clients, ensuring minimal downtime for payment systems.
- Led RCA, problem records, and trend analysis to reduce systemic failures.
- Formalized ITIL-aligned communication and escalation processes.
Technical Manager
Noah Interiors
12.2015 - 02.2016
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Developed and implemented technical strategies to optimize system performance and reliability.
- Mentored junior staff, fostering skill development and knowledge sharing within the team.
- Evaluated emerging technologies to drive innovation and improve existing processes.
Technical Leader
Altisource Technology
12.2013 - 12.2014
- Spearheaded initiatives for continuous integration and deployment, streamlining workflows and reducing release cycles.
- Evaluated new tools and technologies, driving strategic decisions that aligned with organizational goals and objectives.
- Directed technical operations for business-critical real estate and finance platforms.
- Improved incident response workflows and documentation standards across global teams.
- Collaborated with stakeholders to define technical requirements, translating business needs into actionable development plans.
Service Desk Lead
IPsoft
08.2011 - 11.2013
- Led service desk team to resolve technical issues efficiently, enhancing user satisfaction.
- Developed and implemented training programs for new staff, improving onboarding effectiveness.
- Streamlined incident management processes, reducing response times and increasing resolution rates.
- Collaborated with cross-functional teams to identify and address recurring IT problems proactively.
- Led global L1/L2 support teams, managing SLAs, incident queues, and customer escalations.
- Introduced automation using IPsoft autonomics, reducing manual interventions.
Technical Analyst
Goldman Sachs
08.2008 - 11.2010
- Provided high-priority EUC support to trading floors and executives.
- Ensured reliability of Windows systems, market-data applications, and secure devices under strict SLAs.
- Resolved complex technical issues, enhancing customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
L1 Technical Support Engineer
Hewlett Packard Enterprise
11.2007 - 08.2008
- Provided technical support to resolve customer issues efficiently and effectively.
- Diagnosed hardware and software problems using remote tools and troubleshooting techniques.
- Collaborated with cross-functional teams to escalate complex technical challenges for resolution.
- Maintained documentation of support interactions in ticketing system to ensure accurate records.
Technical Support Specialist
Apple (Minacs)
07.2007 - 11.2007
- Provided technical support for hardware and software issues, ensuring customer satisfaction and timely resolutions.
- Diagnosed and troubleshot complex technical problems using advanced diagnostic tools and methodologies.
- Collaborated with cross-functional teams to develop solutions that improved overall customer experience.
- Trained new team members on technical support processes and best practices, enhancing team efficiency.
Education
MBA -
Cardiff Metropolitan University
Cardiff, UK07-2011
Bachelor of Science - Administration / Management
Sikkim Manipal University
Bangalore06-2007
Skills
- Windows & macOS Administration Intune Jamf Azure AD Autopilot
- Device Imaging & Configuration Management Zero-Touch Deployment SCCM Exposure
- Field Support Operations Multi-site Endpoint Support Hardware/Peripheral Management
- Incident & Problem Management Major Incident Leadership RCA Delivery
- SLA Management & Service Reporting Knowledge Management Operational Process Maturity
- Service Desk Optimization Cross-functional Coordination
- Procurement & Vendor Coordination Device Lifecycle Refresh Programs
- Warranty, Repairs, Recovery & Recycling Asset Audits & Compliance Tracking
- Cost Optimization & Inventory Governance (ITAM)
- Okta Azure AD MFA Conditional Access SSO
- Proofpoint Email Security EDR Tools Access Reviews & Governance
- SOC 1/2 Alignment PII Protection Security Posture Improvement
- Meraki LAN/WAN Cisco Voice Systems Wi-Fi Deployment & Optimization
- AV Technologies (Neat, Logitech) Conference Room Builds Cabling & On-site Deployments
- Network Troubleshooting Site Readiness & Field Commissioning
- Okta Workflows ChatOps Automation (Slack / Google Chat)
- Power BI Tableau Datadog Observability
- Ops Dashboards Performance Metrics Data-Driven Decision
- Team Development & Coaching Remote & On-site Teams Management
- Vendor Management Contract Negotiation Budget Planning & Forecasting
- Performance Metrics Stakeholder Communication Executive-Level Reporting
- Change Control Policy Adherence Risk Management & Controls Alignment
Accomplishments
- Improved SLA compliance to 95–98% across IT support operations.
- Implemented a company-wide asset refresh strategy for 800+ corporate and 5,000+ field users.
- Strengthened security posture by deploying MFA, conditional access, and Proofpoint phishing protection.
- Cut support costs by optimizing SaaS vendors, renegotiating contracts, and removing unused licenses.
- Designed and deployed standardized AV + meeting room technology across multiple office locations.
- Led Root Cause Analysis (RCA) practice improvements, reducing repeated incidents by 30–40%.
- Successfully led cross-functional incident response for high-impact SL2–SL3 issues.
Languages
English
Full Professional
Certification
- Microsoft 365 Certified: Endpoint Administrator Associate
- ITIL V3 Foundation Certified - Pursuing V4
- Microsoft Certified: Azure Administrator Associate
- Jamf 100 / 200
- Google IT Support Professional Certificate
- CompTIA Security+ - In Progress
- Certified Information Systems Auditor (CISA) – In Progress
- AWS Cloud Practitioner - In Progress
Interests
- AI automation & no-code tooling
- IT process optimization
- Fitness, nutrition, and tech innovation
- Travel & cultural exploration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
IT Manager
1-800-GOT-JUNK?
09.2023 - 11.2025
IT Service Desk Manager
Factors Group of Companies
11.2019 - 09.2023
Senior Service Manager (Contract)
Coca-Cola (via Infosys)
03.2019 - 06.2019
Assistant Manager
BETSOL®
03.2017 - 11.2018
Major Incident Manager
Attra Infotech
02.2016 - 03.2017
Technical Manager
Noah Interiors
12.2015 - 02.2016
Technical Leader
Altisource Technology
12.2013 - 12.2014
Service Desk Lead
IPsoft
08.2011 - 11.2013
Technical Analyst
Goldman Sachs
08.2008 - 11.2010
L1 Technical Support Engineer
Hewlett Packard Enterprise
11.2007 - 08.2008
Technical Support Specialist
Apple (Minacs)
07.2007 - 11.2007
MBA -
Cardiff Metropolitan University
Bachelor of Science - Administration / Management
Sikkim Manipal University