Gagn Dewan

Experience

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  Management Services

  Jan 2002 - Jun 2005

  Engineer

  Responsible to provide hardware and software support, manage invoice management system for audit purposesSet up and maintain LAN network, EPABX, manage vendors

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  QuantM Ltd.

  Jul 2005 - Jan 2007

  System Engineer (Resident Engineer with NIIT)

  Responsible to provide hardware and software supportPrepared Ghost image to reimage systemAccountable for inventory management

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  CEB, now Gartner

  Feb 2007 - Jan 2018

  Leading a team of Engineers (L1 & L2) & providing L3 Support in case of any incident, change& preventive action required Spearheading a team of 3 direct reports and 12 indirect members based in India; leading IToperations for all 53 SHL offices remotely across the globe Leading Service Desk Team (Remote Office Teams), dealing with escalations from Clientswithin the organization globally including performance management of Service Desk Team,providing technical trainings on support tools and changes in technologies related to help-desk;conducting feedback sessions, one-on-one meetings with teamActing as a Primary point of contact to the LOB (Line of Business) in dealing with technologyservice proactive improvements, Relationship Management and overall ServiceImprovement Programs Planning, executing and finalizing projects according to deadlines and budgets; managingcapital /operational costs & budgets; conducting near & long-term financial forecasts forexpanded functionality/user base Establishing the continuous process improvement cycles where the process performance,activities, roles & responsibilities, policies, procedures and supporting technology is reviewed& enhanced where applicable Collaborating with Compliance & Audit Teams to prepare audit reports and defining theremediation recommendations for enterprise & infrastructure applications Maintained and prepared global hardware stock, created network credentials, email, equipmentsetup for new hires and existing staff; on boarded procedure completed on day 1 of new joining Single handedly managed international hardware inventory for more than 5000 users Introduced the online process for managing and stacking hardware Show less Responsible to provide technical support company’s Gurgaon office.Executed end to end IT management for Gurgaon office movement projectReduced internet cost by 53% in FY 07-08 with improved internet speed by changing the vendor Managed integration of 2 office floors through switches facilitating local infrastructure connectivity with internet lease line Escalate and re-assign tickets to other departments, maintain accurate status on all ticketsMaintained and prepared hardware stock and Asset Management for Gurgaon officeExecuted training for all IT staff (including those based in USA, UK offices) on infrastructure. Received commendation from the Board of Directors for the sameProvided tech support in integration of Workday, the company’s leave management systemManaged online integration of late-night cab requests for Gurgaon support services team with company’s active directory and email serverLent hardware and software support to deploy Online leave management system with the Network teamProvided troubleshooting support on MS Windows, Mac, MS office (Exchange, Skype online, SharePoint, AD, outlook), Cisco VPN, RSA, Mcafee endpoint encryption, MobileIron, AirWatch, Chrome/IE/Firefox, Android and iPhone support Show less

  • Information Technology Service Desk Team Lead

    Feb 2007 - Jan 2018

  • Senior Information Technology Analyst

    Apr 2008 - Mar 2011

  • Information Technology Analyst

    Feb 2007 - Mar 2008
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  SHL

  Mar 2018 - Oct 2021

  IT Global Service Desk Manager

   Strategic professional in IT Support Operations, IT Asset Management, IT Procurement, IT Vendor Management, Infrastructure Management, Service Delivery & Process Excellence & Management Excellence in supporting project teams & preparing configuration documentations; with combined efforts; managed 8 office movement projects including onsite offices (Singapore & Sydney) Spearheaded the reimaging project across China, Australia, Singapore & India offices during divestiture from Gartner within a tight timeline of 45 days Track record of managing & resolving the tickets, conducting defect analysis, fixing, validating data & reporting; successfully implemented the process to action the ticket within a minutes & ensuring first contact within an hour & reduced the troubleshooting TAT Proven skills in managing communication for high priority incidents & any service disruption in infrastructure in a 24*7 environment; drove efficiency & effectiveness of the incident management process Successfully provided tech support for Laptop, Windows, Mac, office 365 complete suite (Intune, Skype online, OneDrive, SharePoint, Microsoft Teams, Azure AD, outlook), Zscaler, PingOne, Crowdstick, AWS Workspace cloud, DFS, MobileIron, AirWatch, Chrome/IE/Firefox, blackberry, Android and IOS Hardware & Software within TAT Keen customer-centric approach with skills in addressing client priorities & resolving escalations within prescribed TAT, thereby attaining client delight & high compliance scores Expertise in managing activities including IT procurement, local & international vendors including VSNL, Airtel and Vodafone (Mobility, lease & fixed-line), Blackberry, Apple, AT&T, CISCO (Servers and Switches), DELL for quotations, negotiations, SLA’s, invoicing & saved 50 MN. USD An effective leader with capabilities in motivating teams & maintaining deliverables as per the defined guidelines & customer insights along with elevation of service standards for operational excellence Show less

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  Brightly

  Nov 2021 - now

  IT Global Support Manager