Chetan Bhatt

IT professionals with over 15 years of experience across diverse domains including Banking Contact Centers, Non-profit Organizations, and Manufacturing Industries. Proven expertise in IT operations, project coordination, service quality assurance, and implementation of standard information security policies and compliance frameworks.

Tech Mahindra | Senior Engineer TIM                                                     25 Nov 2022 – Present

Client: Bank Of Baroda (Contact Centre), Cisco Shared Infra for multiple clients. 

• Delivered comprehensive support for Contact Center infrastructure including service requests, incident resolution, change management, and new technology requirements.
• Led the voice support team in day-to-day operations covering UCCE, IVR, VoiceBot, CRM, and integration of banking APIs/web services with reporting capabilities.
• Acted as a liaison between design, project, and business teams to ensure successful transitions and timely delivery of IT solutions.
• Maintained stakeholder engagement by providing timely updates to internal teams, clients, and management for incidents, enhancements, and new initiatives.
• Coordinated with telecom service providers, OEMs, vendors, and cross-functional technical teams to meet SLA timelines and implement new solutions.
• Executed vulnerability management in collaboration with OEMs and domain teams, ensuring system integrity and security.
• Supported virtualization environments (VMware, Hyper-V) for VM creation/modification and ongoing monitoring.
• Administered core server roles: File Server, DHCP, WSUS, WDS, Cisco UCCE Servers.
• Performed user management in Active Directory (AD), VERINT, Cisco UCCE 12.5, and SQL Server platforms.
• Provided operational support for Office 365, including user configuration and issue resolution.
• Oversaw IT asset inventory, life cycle management, and warranty replacement.
• Managed DC and DR operations for applications and infrastructure across three sites using Zabbix for proactive monitoring.
• Contributed to UAT processes for voice and IT infrastructure changes—offering reviews and technical suggestions.
• Took ownership of additional responsibilities assigned by managers with flexibility and accountability.

Key Projects & Achievements

• Successfully migrated over 500+ systems within 7 days during a project transition with zero business impact.
• CISCO Jabber migrate from user-based to system-based setup within 7 days, ensuring minimal disruption to business operations. This helps to minimize the cost of Jabber license.

Firstsource Solutions LTD | Senior Executive Technologies       13 Aug 2019 – 24 Nov 2022

Client: Bank Of Baroda (Contact Centre) 

• Delivered end-to-end support for Contact Center infrastructure—including service requests, incident resolution, change management, and deployment of new IT requirements.
• Managed Contact Center telephony systems (Cisco PCCE), ensuring timely resolution of issues and implementation of changes aligned with business needs.
• Coordinated with project planning and implementation teams to align technical delivery with business requirements.
• Provided support for virtualization platforms (VMware, Hyper-V) and backup solutions (DELL, Barracuda).
• Administered user access across Active Directory, VERINT, Cisco Finesse, and file/application sharing platforms.
• Led Cisco and Asterisk voice solution operations: configured Cisco IPT/softphones, created teams, skills, and voice campaigns, and maintained consistent communication with Cisco partners for daily operations.
• Interfaced with stakeholders and vendors to manage incidents and service requests effectively.
• Monitored Windows servers in Cisco PCCE infrastructure and other application environments for performance and uptime.
• Maintained IT asset inventory and managed warranty replacements.
• Took ownership of additional responsibilities as assigned by management with flexibility and commitment

Key Projects & Achievements

• Work from Home Solution (Bank of Baroda – Outbound Process): Spearheaded the implementation of remote contact center operations during the COVID-19 pandemic, enabling uninterrupted outbound services for 2.5 years.
• Asterisk Voice Solution Deployment (Bank of Baroda – Outbound): Collaborated with Asterisk team and project leadership to successfully launch a custom voice solution tailored to outbound banking operations.

CMS IT Services PVT LTD | Customer Support Engineer             18 May 2025 – 05 Aug 2019

Client: UNICEF India (ICT Engineer)

• Handled ICT-related service requests, incidents, and application migrations within the Service Agreement Level (SAL).
• Provided installation and troubleshooting support across Windows, macOS, and Android platforms—including tools like Outlook, Citrix client, Lotus Notes 8.5 and other applications.
• Diagnosed and resolved hardware and software issues for systems, laptops, printers, and peripheral devices.
• Delivered VIP user support for Office 365, MS Outlook, SAP, Skype for Business, Polycom Soft Client, Lotus Notes, Citrix Receiver, Video Conferencing, Webex and on-site/off-site workshops.
• Provided day-to-day technical support to end users, ensuring minimal workflow disruption.
• Monitored network links and coordinated with service providers for uninterrupted connectivity and quick issue resolution.
• Managed service desk operations using ManageEngine Service Desk tools.
• Conducted onboarding and orientation for backup engineers and new users, ensuring smooth handover and operational readiness.
• Maintained strong vendor coordination for IT services, procurement, and incident resolutions.
• Created and managed IT documentation including reports, billing, and inventory logs.
• Oversaw ICT asset management, data center operations, and full asset lifecycle.
• Administered data center operations and oversaw ICT asset inventory and lifecycle management.
• Maintained accurate IT documentation including reports, billing records, and inventory logs.

Key Projects & Achievements

• UNICEF Office Relocation: Oversaw the full ICT transition during office relocation with minimal business disruption, coordinated vendors and assisted administration.
• MPLS Network Migration: Collaborated with the network team and ISP to execute seamless MPLS migration and validate service functionality.
• Cisco IP Phone Migration: Worked alongside network teams and vendors to install and verify Cisco IP phones and their features as per UNICEF guidelines.

Progressive InfoTech PVT LTD | Senior Engineer DESKSIDE     12 Aug 2013 – 15 May 2015

Client: UNICEF India (ICT Engineer)

Key Projects & Achievements

• LIGHT Office Migration: Facilitated transition to a serverless, managed network environment by migrating all systems from Windows 7 to Windows 8.1 using Microsoft Direct Access. Supported Citrix migration from on-premises servers.
• Lotus Notes to Outlook Migration: Executed full-scale email migration by backing up Lotus Notes mailboxes, converting them to PST format, configuring Outlook, restoring mail data, and providing orientation to users to ease the transition.
• UNICEF Office Relocation: Oversaw the full ICT transition during office relocation with minimal business disruption, coordinated vendors and assisted administration.

VDA INFOSOLUTIONS PVT LTD | Customer Support Engineer     1 Jan 2011 – 11 Aug 2013

Enhanced Software Solution | Customer Support Engineer         11 Nov 2010 – 31 Dec 2010

(Enhanced Software Solution was taken over by VDA Info solution PVT LTD)

Client: BEHR INDIA LTD (ANAND Group)

• Troubleshoot and resolve issues related to servers, systems, networks, printers, scanners, and IT peripherals.
• Administer users through Active Directory and manage email accounts via Lotus Domino.
• Resolve router, leased line, and WAN/LAN connectivity problems by collaborating with vendors and service providers.
• Install and configure operating systems and enterprise applications including SAP, Citrix, Lotus Notes, network printers/scanners in a Windows environment.
• Use NetInstall for streamlined OS and software deployment across networked systems.
• Perform daily/monthly backups for file servers and generate system status reports (link/server downtimes, backup status, DCR reports).
• Maintain site stock for IT assets, monitor IT-related expenses, and implement cost-reduction strategies.
• Track and manage service desk incidents and requests through HP OpenView.

CMS INFOSYSTEMS PVT LTD | JR. FMS Engineer                          1 Feb 2009 – 10 Nov 2010

CMS INFOSYSTEMS PVT LTD | Field Engineer (Trainee)               20 Jan 2008 – 31 Jan 2009

Client: MetLife India Insurance, AriTal, LIC, Indian Bank, ICICI Prudential

• Install, maintain, and troubleshoot hardware and infrastructure including desktops, LAN setups, printers, scanners
• Deploy and configure Windows OS and enterprise applications such as: Lotus Notes 6, IBM iSeries Access, docUcapture document management tools, 
• Diagnose and resolve network issues related to routers and modems in coordination with service providers.
• Maintain and administer EPBX systems, including permission setups for Local, STD, and ISD calls.
• Manage SQL Server 2005: Create and remove user accounts, monitor database performance and perform basic admin tasks

Sainath Infotech | Customer support Engineer                                1 Sep 2007 – 31 May 2008

1. System, laptop and peripherals device installation and configuration. System assembling etc.

Education and Certifications

• ITIL V3 Foundation | APMG International                   22 May 2015
• Bachler of Computer Application | Saurashtra University                                                     Oct 2007
• 12 Standard in commerce | Gujarat Education Board                                                            Jun 2004
• 10 Standard | Gujarat Education Board                                                                                 Apr 2002