Paras Mago
Pune
Summary
IT lead with over 11 years of experience in IT Enabled Services and IT industry with demonstrated success implementing strategic IT initiatives that improved business functionality. Project Management skills with proven ability to lead and motivate teams and also experienced in client coordination, project transition, implementation and operations. Hands on experience in setup & maintenance of IT infrastructure, Disaster Recovery Planning and implementation, IT Budgeting and P&L Management, negotiating with Hardware and Software vendors on SLAs and pricing, handling the Software and Hardware Asset management as per regulatory compliances. Presently pursuing PMP.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Operations Manager- Services
Logic Systech PVT.LTD
03.2023 - 04.2024
- IT support and services to client's end managing 25 plus accounts
- Schedules of clients to meet understand the ground level and changes process accordingly
- Make plan of action for new projects like installation and upgradation of infra, firewall, server and IT security policy
- Also check implementation of area, where such things require to deploy and change
- Make budget and plan for hiring, engg deployment as per contractual
- Works closely with service desk team, Noc team, field support team along with end users support engineers FM to get smoothness in Services
- Working in infrastructure of clients' side for deployment of new things
- Such like firewall configuration and upgradation, whitelist of IP similar fashion works in switches, router and servers
- Attending monthly, quarterly and half years meets for MOM and documented over the mails along with client and internal team
- Provide technical training to entire team to improve their skills set, taking interview of candidate
- Working on day-to-day works on opens calls along with TAT maintains
- So that solution can meet within the SLA and TAT
- Maintaining reports weekly & monthly in excel along with PPT
- Works on KRA of team members and changes accordingly
IT Operations Manager @ Kydrl
Future Focus PVT.LTD
09.2022 - 03.2023
- Company Overview: [ Contract over ]
- Managing operations lineup teams on pending works or tasks along with Strategy, planning and implementations to improve the service
- Presenting induction to new joiners on process of IT
- Take care of lead of entire team with team leads
- Handling client four sites and visits at sites as per requirements & meet the concern persons to understand the sites issue and implementations area
- Working on day-to-day works on opens calls along with TAT maintains
- Working with service-desk central desk and remote team, So that solution can meet within the SLA and TAT
- Working with team such as Azure, Firewall, Servers, Network, Applications, Office 365, SCCM related to all kinds of technical issue and problem along with non-technical
- Taking vendor follow up regarding repairing of faulty such as network APs devices, Laptops, Desktops, workstations, servers, switches and firewalls
- Data maintain on PPT and present to client on monthly basis
- Weekly reviews with clients and team leader along with team
- [ Contract over ]
Technical @ Infrastructure Dept.
JCB INDIA Ltd
08.2021 - 07.2022
- Company Overview: Hitachi Inspire the Next
- Provides support on technical issues or problems in H/W, Software, Networks& Servers devices along with team
- MS Team, Microsoft Office 365, IBM Lotus Notes, such as mail id configure, mails backup, T/S e.g
- Maintaining VM's and Servers, Support on applications such as SAP, Java, PL, SM for installation & configuration
- Monitoring and managing open calls on ticketing tools and maintains status on portal with up to date
- Take-care of service between engineers to users end logged calls
- Follow up with vendor regarding Infra maintenance, installs or replace of new devices and upgradation as per requirements
- Maintains SLA, TAT to meet the given targets
- Handling higher level escalations calls and works on till to get its resolved
- Prepare RCA, analyses to find the root-cause if required
- Works on activities that have giving by reporting manager along with daily, weekly & monthly reports
- Hitachi Inspire the Next
Operations Team Lead in Hewlett Packard Inc
Sysnet Technology Navigator
11.2019 - 03.2021
- Company Overview: [Promoted]
- Taking every day opens calls volumes from portal and working on it
- Technical support to team related to issue in Hardware & Software
- "Laptops, Desktops, Premium Products & Workstations" Its included Remote Support to user, windows cloud recovery all types and all other third-party software, support for Bootable HP tools & Utilities like Dos tool, BIOS, MPM M/B lock & unlock, branding e.g
- Providing support & technical direction to engineers and technicians
- Managing VIP and VVIP or higher end user escalation and works accordingly
- Prepare RCA for critical /major incidents
- Working on calls TAT and SLA
- Provided technical guidance, peer review and mentorship to junior engineers
- Working on Escalation, Elevation, Tech Elevated Cases… and inn meanwhile fulfils ageing case's gaps
- Managing team in systematic way so that we can resolve the problem ASAP and fulfil the clients/customer's needs accordingly
- Knowledge of HP tools such as Mycrm, Part surfer and CDEX e.g
- Coordinating with HPI logistic team regarding parts ETA or ETD
- Monitoring team for discipline & must be hygienic
- [Promoted]
Sr. Associate in Hewlett Packard Inc Operations
RELIANCE RETAILS
09.2017 - 08.2019
- Company Overview: [Promoted]
- Taking every day opens calls volumes from HP portal and working on it
- Managing team in systematic way so that we could resolve the problem ASAP and fulfil the clients/customers' needs accordingly
- Coordinating with HP logistic team regarding parts ETA or ETD
- Also working on TAT and SLA agreements, managing clients through mails calls for appointments i.e
- Assign engineers to user locations for troubleshooting and replacement of defective components
- Calls log for components failure through HP portal, after that part received and replaced and issue has been resolved ticket closed in HP portal
- Updates takes from engineers regarding assigned calls in E.O.D and send reports to operation head everyday…
- End of the month report to operation head with clean summary along with TAT
- Managing VIP and VVIP or higher user escalation and works accordingly
- Knowledge of HP tools such as Mycrm, Part surfer and CDEX
- Create Bootable HP tools & Utilities like Dos tool, MPM unlock and branding ETC
- Provided support & technical direction to engineers and technicians
- Provided technical guidance, peer review and mentorship to junior engineers
- [Promoted]
Deputed for HP as Desktop Support onsite engineer.
TeamLease Services Ltd.
08.2016 - 07.2017
- Company Overview: [Promoted]
- Trouble Shooting on Desktop / Laptop PC's
- Hardware: Trouble Diagnosis, Assembling / disassembling machines, Replacement of defective components
- Software: Operating System SW, Anti-Virus, MS office etc
- Update of BIOS and all DRIVERS
- Update of DMI, CT Numbers, Serial Numbers, Product Numbers, ordering of PARTS as required
- [Promoted]
Hardware & Networking (Onsite & Field)
Gold System & Communications Pvt. Ltd.
04.2013 - 04.2016
- Networking: LAN Cabling, Crimping, I/O Punching, Installation of Router /Switch / Repeater Hubs etc
- Software: Operating System, Anti-Virus, MS office etc
- Server 2K3, 2K8, 2K12: Testing and maintenance
- Windows Server 2003 Active Directory maintenance activities like creating user object resetting Passwords, disabling accounts, setting password restrictions, setting log on restrictions, etc
- MS office 2007, 2010, 2013, Configure outlook, Gmail & Mail Server
- DHCP and Static IP addressing schemes and troubleshooting
- Using Remote Desktop (MSTSC) for performing tasks on user workstations
- Network Printer deployment, installation, configuration, and troubleshooting
- Configuring TCP/ IP Addressing & DNS Name conflict resolving, Workgroup and Domain
- System Backups & System Data Recovery
Education
BCA - Computer Science
Yashwantrao Chavan Maharashtra Open University
07.2019
HSC - Senior Secondary School Examination
NIOS (Father Agnel School)
04.2016
SSC - Secondary School Examination
NIOS (Father Agnel School)
04.2015
Skills
- Operations Management
- Azure Cloud
- Antivirus Patching
- Projects Management
- IT Budget & Planning
- Infrastructure Management & Support
- Data Center Operation
- Windows Servers
- Active Directory
- ITIL Process
- Firewall
- Desktop Support
- Laptop Support
- Workstation Support
- Hardware & Networking
- VM Support
- DNS
- DHCP
- WSUS
- MS Office 365
- Router
- Switches
- MCP
- MCSA
- CCNA
Certification
- Microsoft Certified: Azure Administrator, I338-466, 07/02/22
- HP Service Delivery & Support, 06/01/20
- ITIL Certification [V4], 12/01/19
- MCP, 04/02/16
- MCSA, 05/01/16
Timeline
IT Operations Manager- Services
Logic Systech PVT.LTD
03.2023 - 04.2024
IT Operations Manager @ Kydrl
Future Focus PVT.LTD
09.2022 - 03.2023
Technical @ Infrastructure Dept.
JCB INDIA Ltd
08.2021 - 07.2022
Operations Team Lead in Hewlett Packard Inc
Sysnet Technology Navigator
11.2019 - 03.2021
Sr. Associate in Hewlett Packard Inc Operations
RELIANCE RETAILS
09.2017 - 08.2019
Deputed for HP as Desktop Support onsite engineer.
TeamLease Services Ltd.
08.2016 - 07.2017
Hardware & Networking (Onsite & Field)
Gold System & Communications Pvt. Ltd.
04.2013 - 04.2016
HSC - Senior Secondary School Examination
NIOS (Father Agnel School)
SSC - Secondary School Examination
NIOS (Father Agnel School)
BCA - Computer Science
Yashwantrao Chavan Maharashtra Open University
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