Shubhani Rajput
Montreal,QC
Summary
Seasoned IT professional with exceptional leadership and project management skills. Well-organized, systematic, and diplomatic in building consensus and spearheading teams. Specializes in planning and implementation. Results-focused, professional with several years of proven success in developing and leading cross-functional technical teams to execute and deliver major technology initiatives. Demonstrates expertise infrastructure and Application Support. Highly-effective communication facilitator and contributor to key partnerships, projects and collective team objectives , to achieve positive impact on all business outcomes.
Proficient in HP Service Now, Bomgar, HP service Manager, Team management , swift alliance access.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Service Desk Lead
Mphasis Mphasis Ltd
Montreal, Quebec
03.2022 - Current
- Maintained up-to-date knowledge of IT systems, technologies, services, and products used by the organization.
- Reviewed customer feedback data to identify trends in customer satisfaction levels.
- Identified opportunities for process improvement and automation initiatives.
- Provided guidance to helpdesk technicians on how best to resolve customer issues or escalate them appropriately when needed.
- Implemented strategies to ensure continuous quality improvement across all service desk operations.
- Researched new technology solutions that may benefit the company's IT infrastructure.
- Served as an escalation point for critical issues requiring immediate attention.
- Led the development of training programs designed to improve efficiency in resolving customer queries.
- Participated in emergency response efforts whenever necessary.
- Collaborated with other teams within the organization such as network engineering or system administration teams to resolve complex technical challenges.
- Developed and maintained service desk procedures, processes, and policies.
- Provided technical support to end-users for hardware and software issues.
- Monitored tickets, tracked progress, and responded to customer inquiries in a timely manner.
- Created reports on performance metrics of service desk staff.
- Managed escalations from customers or other departments within the organization.
- Ensured that all incidents were addressed according to SLAs and OLAs.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
Principal Infrastructure Engineer
Mphasis LTd
Pune , India
07.2021 - 03.2022
- Reviewed and updated asset tracking database with Ensured accuracy of all records in the asset management system.
- Assisted in developing policies and procedures related to asset management processes.
- Monitored compliance with warranty agreements for assigned assets.
- Provided support during internal and external audits related to fixed assets.
Principal Infrastructure Engineer
Mphasis Ltd
Pune, India
05.2017 - 01.2021
- Provided technical support to end users in resolving hardware and software issues related to their computing devices.
- Monitored system performance metrics to identify potential areas of improvement or optimization.
- Managed inventory of spare parts and supplies used in servicing end-user computing equipment.
- Researched emerging technologies in order to recommend upgrades or improvements to existing systems.
- Performed periodic maintenance tasks such as disk defragmentation and patching operating systems.
- Created scripts to automate various administrative tasks related to managing end-user computing systems.
- Investigated reported incidents of malware infections or other malicious activities on user machines.
- Collaborated closely with IT teams in developing strategies for improving service delivery processes.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
Delivery Module Lead
Mphasis
Pune, India
01.2016 - 05.2017
- Assisted in the setup, configuration, troubleshooting and maintenance of SWIFT Alliance application software.
- Identified issues related to application performance, security, data integrity and system availability.
- Resolved customer queries regarding application functionality through phone or email communication.
- Monitored application logs and database tables to identify potential problems before they arise.
- Created detailed documentation outlining procedures for managing applications and databases as well as user instructions for operating them effectively.
- Tested patches, upgrades, new releases of applications prior to implementation into production environment.
- Performed root cause analysis on reported incidents in order to quickly resolve any issues that may arise.
- Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
IT Infrastructure Analyst
Barclays Technology Centre India Pvt Ltd
Pune, India
03.2010 - 10.2015
- Provided technical support on STAR application systems (SWIFT CBT) including troubleshooting and problem solving issues.
- Performed application testing, debugging and maintenance activities in order to ensure the accuracy and integrity of the data within the applications.
- Monitored application logs for errors or anomalies that could affect system performance.
- Managed user access rights across multiple platforms according to organizational policies.
- Resolved escalated incidents from users quickly and efficiently.
- Investigated problems related to application performance or stability in order to diagnose root causes.
- Ensured proper integration between various components of an application stack such as databases, middleware layers.
- Performed data backups and disaster recovery operations.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
Education
Bechalors of Engineering - Computers
Pune University
Pune , India05-2009
Skills
- Risk mitigation planning
- Information confidentiality
- Technical Troubleshooting
- Change Management
- Team Development
- Documentation And Reporting
- End-user support
- TIL - Incident Manager ITIL - Problem Manager , ITIL - Change Manager
- Linux-System Admin
- Infra Support , Issue/Risk Change Management Specialist
- Process Consulting ,
- SSO, APIs, Complex Project Support
- Swift messaging
Certification
- ITIL V3 Fundamental- 2011
Languages
English
Professional
French
Elementary
Accomplishments
- Participation certification for CSR activity in Barclays
Timeline
IT Service Desk Lead
Mphasis Mphasis Ltd
03.2022 - Current
Principal Infrastructure Engineer
Mphasis LTd
07.2021 - 03.2022
Principal Infrastructure Engineer
Mphasis Ltd
05.2017 - 01.2021
Delivery Module Lead
Mphasis
01.2016 - 05.2017
IT Infrastructure Analyst
Barclays Technology Centre India Pvt Ltd
03.2010 - 10.2015
Bechalors of Engineering - Computers
Pune University
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