Kirtan Bhuta

IT Manager – India & Sri Lanka

• Developed and implemented IT policies, procedures, and strategies to align with business objectives.
• Managed IT budgets, procurement, and vendor relationships to optimize technology investments.
• Spearheaded digital transformation initiatives to enhance efficiency and business scalability.
• Oversaw IT infrastructure, including servers, data centers, network security, system administration, and cloud solutions.
• Ensured high availability, reliability, and security of IT systems across multiple locations.
• Implemented cybersecurity protocols and compliance measures to safeguard business data.
• Led a team of 25 IT professionals across multiple domains, ensuring operational excellence and career development.
• Defined key performance indicators (KPIs) and monitored team performance to enhance productivity.
  Conducted regular training sessions to upskill team members, and foster a culture of continuous improvement.
  
• Digital Transformation & AutomationDrove automation projects to streamline business processes and reduce manual intervention.
  Led the adoption of cloud-based solutions for scalability and efficiency.
  Collaborated with cross-functional teams to identify areas for digital optimization.
• Engagement: Engaged with key stakeholders (Sales, Finance, Operations) to assess IT needs and provide strategic solutions.
• Managed software upgrades to ensure system efficiency and compliance with business growth.
• Negotiated and managed vendor contracts, ensuring cost-effective service delivery.
• Create and Maintain Power BI on premise and Cloud Dashboards;
• Creating SSIS Packages from multiple sources for reporting.
• Maintaining DataWarehouse and Databases hosting on Different Servers.
• Add Measures or create new cubes in SSAS.
• Maintain Infrastructure and Backup Related to SQL Server.
• Develop basic PowerApps to collect data from end-Users.
• ServiceNow Integration with SQL Infrastructure.
• Integrate and Maintain CI Integration in ServiceNow.
• Integration of Alert and Events in ServiceNow.

Design and Implementation Engineer

• Design Session Border Controller, Network, Teams infrastructure etc.
• For Teams PSTN integration with multiple Office Teams Tenant.
• Deploy and configure Ribbion Session Border Controller and Office 365 Teams Tenant.
• Integrate Session Border Controller with Multiple SIP vendor.

Managed Service L-2 Escalation Engineer

• Monitoring customer's environment for any security or performance risk.
• Maintaining Patch compliance for customer servers and other devices.
• Work on Request or Incident escalated by Level -1 engineers.
• Implement Changes.
• Identify Problem as per ITSM problem management standard and resolve same.
• Resolve ticket within SLA Timeline.

Team Management

• Managed a team of 11 engineers and assigned tasks.
• Assisted the team with daily technical challenges and monitored ongoing projects.
• Created and managed the team roster.

IT Infrastructure Management

• Improved and maintained IT infrastructure, including Active Directory, DirSync, ADFS, DNS, and DHCP.
• Administered and provided last-level support for Office 365.

Unified Communications

• Handled Cisco IP Telephony System, Skype for Business (SFB) Client, and video conferencing systems.
• Integrated SIP Trunks with other locations and worked on analog gateway and SBC integration with Office 365.
• Automated tasks using Skype for Business SDK.

Vendor Management

• Coordinated with vendors for IT hardware, software, and service-related requirements.

Project Management

• Contributed to internal Coca-Cola projects by creating Business Requirement Documents.
• Oversaw improvement initiatives for existing IT systems.

Device and System Support

• Managed MDM and worked with Crestron AM-100 Wireless Projection, Cisco TPM, BlueJeans, CUCM 11.5, Cisco Unity, Crestron Room Controllers, and Room Schedulers.

Migration Services

• Lync2010 and 2013 to Skype for Business Online migration.
• Exchange Server to Office 365 (Exchange Online) migrations.
• Active Directory (AD) upgrades and migrations (on-prem or hybrid).

Unified Communications Solutions

• End-to-end UC deployment and configuration for Microsoft Teams or Lync.
• VoIP setup and integration with existing systems.
• Troubleshooting UC issues and optimizing performance.

Cloud and IT Infrastructure

• Office 365 tenant setup and optimization.
• Azure Active Directory (AAD) configuration for hybrid environments.
• VPN and firewall configuration to support UC services.

Documentation Services

• Create HLD, LLD, and TDD for migration or deployment projects.
• SLA and change request tracking frameworks.
• End-user training manuals for UC tools.

Lync Online

• Worked on Lync Online support team as Sr. Engineer and then got promoted to Escalation engineer.
• Then got Promoted as Acting team lead and managed a team of 8 engineers.

Microsoft office Live Meeting

• Worked on Microsoft Online Live Meeting as an escalation engineer

Office 365 - Blackberry Business Cloud Services

• Being a senior resource and process being pilot Helped team in technical and process related Issues.
• Conducted triages for team.
• Peer ticket review.

Office 365 - Exchange Online

• Handling Ticket and Inbound Calls for Office 365 - Exchange Online logged with Microsoft Online Support.
• Maintaining ticket health logged by Office 365 Administrators.

Team Leader, IDBI Bank End-User Support

• Got promoted as Team Leader and Managed team of 23
• Trained new team members by relaying information on company procedures and safety requirements
• Maintaining weekly team roster and ensuring availability of engineers as per requirements
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions

Personal IT Assistant, JMD Office Wadia Group.

• Worked as Personal IT Assistant to Mr. Ness Wadia (JMD Wadia Group of Companies).
• Managing and Maintaining all his devices and also, handling Blackberry Enterprise Services Server
• Procurement of Device

Team Management

• Lead a team of 8 people working remotely across the country.
• Delegate tasks, monitor progress, and ensure accountability.
• Conduct regular check-ins, team meetings, and performance evaluations.
  

IT Infrastructure Management

• Oversee IT infrastructure, including servers, networks, and hardware.
• Manage VOIP systems, ensuring connectivity and uptime.
• Configure and maintain firewalls and VPN setups for secure remote access.
  

User Support

• Handle user queries related to IT issues, ensuring timely resolution.
• Provide support for hardware/software issues, network connectivity, and system access.

Vendor Coordination

• Collaborate with vendors for IT procurement, maintenance, and upgrades.
• Negotiate contracts and ensure SLAs are met.

Client Support

• Address day-to-day hardware and networking issues faced by clients.
• Troubleshoot and resolve problems to ensure minimal downtime.
  

System Setup and Maintenance

• Install operating systems and ensure proper configurations.
• Assemble desktops and perform necessary hardware upgrades.
• Handle antivirus installation and regular maintenance to ensure security.
  

Sales and Procurement

• Sell hardware and software components to clients based on their needs.
• Recommend appropriate IT solutions to enhance client systems.
  

Network Management

• Manage and maintain client networks to ensure optimal performance.
• Set up routers, switches, and other networking devices.
• Troubleshoot network connectivity issues and ensure secure operations.