Nilesh Ubhare

I am IT Manager with 10+ years of experience in IT operations possesses skills like applications and infrastructure management, configuration and administration, Cloud support, service desk, user training and support, project management, IT security and audit, Procurement & budgeting, business continuity planning and troubleshooting of all windows, mac  operating systems,  vendor management, and team handling.

WORK EXPERIENCE:
DHL Logistics India Pvt Ltd, Mumbai (June 2022 – Present), Regional Manager- IT (North, West & East)  Managing DHL infrastructure and IT operations includes 5000+ users, 200 Printers in 70 locations across India.  Managing team of 25 Support Desk Engineers (on roll and off role)  Review IT helpdesk support partners for services SLA and team performance against agreed KPI.  Managing application rollout and communicate end-to-end project plans with stakeholders and teams.  Managing DHL all India IT inventory in Service now and Budgeting.  Assessing cost and feasibility, and ensuring the plan supports the strategic goals of the business.  Manage Active Directory, DHCP, and DNS, group policy configuration on windows servers.
 Review IT infrastructure- Antivirus, patch management and coordinate with BT team for network management.  Managing WLC, Firewall, WLAN, VPN and Guest Net configurations for DHL India.  Work with internal and external consultants to conduct information security audits throughout the company  Lead various projects like SDWAN, LAN Transformation, Failover setup with BT.  Managing Annual Maintenance Contracts with various vendors.  Managing internet ILL, PRI telephony system, VoIP connectivity for all branches.  Conduct Disaster Recovery Drills and other infrastructure upgrade activities and communicating outage/emergency activities to all users.  Manage Payroll and attendance system, Audio conferencing, video security equipment (CCTV, Access control).
DKSH India Pvt Ltd, Mumbai (June 2017 – June 2022), Manager, Country IT
DUTIES:  Working as country IT Head with prior responsibilities of handling team and support operations to ensure smooth running of business and monitor infrastructure performance stability by coordinating with different Business Units in all branches in India.  Manage MS Azure cloud portal for user management including licence subscription, renewal, provision subscriptions, distribution groups, security center as well as SharePoint as a service.  Provide remote support of affiliated offices in Srilanka, Malaysia, Indonesia, Australia, New Zealand.  Manage local as well as global projects, implementations of initiatives by coordinating with Global IT Team, and report status to respective Business Heads and Country and Global Management.  Track and manage service request-incidents in Service-Now includes -Identify, categorize, prioritize, resolve, and ensure all incidents-requests are followed up and solved appropriately within SLA.  Manage network configuration of firewall, routers, switches, wireless controllers, ZScaler cloud proxy for user policies and network utilization.
 Responsible for annual budget preparation and expenditure management to ensure cost effectiveness.  Managing country IT infrastructure as per standards and guidelines and policies provided by Global Team.  Manage Active Directory, DHCP, DNS and group policy configuration on windows Hyper-V & VMware server.  Provide administrative and technical support to business applications like SAP ERP, Lighthouse, Salesforce, Workflow, Claim Management, etc.  Coordinate in Security assessment and work on remediation required with confirmation from global teams.  Coordinate with Finance team and external Auditors for IT Inventory and Procurement Audit.  Managing configuration and troubleshooting of Symantec Antivirus Solution, Windows Defender Monitoring.  Manage backup and recovery tools and third-party storage and audit.  Manage Payroll and attendance system, Audio conferencing, video security equipment (CCTV, Access control ).  Maintaining Conference room AV system and small meeting room setup for business meeting by coordinating with vendors.  Conduct Disaster Recovery Drills and other infrastructure upgrade activities and communicating outage/emergency activities to all users.  Managing internet ILL, PRI telephony system, VoIP connectivity for all branches.  Maintaining IT Asset Register in service now tool and in spreadsheet.  Coordinate with Global Teams for IT Security assessment and remediate vulnerabilities.  Conduct new employee onboarding and exit formalities for hardware, login and data backup, access etc.  Managing relationship with service providers and vendors for hardware/IT service AMCs, Procurement, Subscription, etc.
 Manage IT staff by training, and coaching, communicating job expectations and appraising their performance.
 Prepare manuals, CR documentation and update on portal for ease of access to users.  Responsible for Business Continuity Planning and Implementation as per global Team guidance.  Coordinating with Group Risk and Compliance & Steering Committees to provide and get quarterly updates.  Follow up with different local and global teams to prepare submit drill reports.
Jibe Development Services Pvt Ltd, Navi-Mumbai (October 2015 to May 2017)- IT Engineer
DUTIES:  Provide application and technical support to customers, users remotely and onsite.  Handle PCs, notebooks, printers, and peripherals faults.  Responsible for software delivery and maintenance and troubleshooting of issues reported.  Maintain desktop hardware configuration and operating system, office application troubleshooting.  Provide product functionality training to internal management staffs and clients for new release and change requests over Cisco WebEx and remote connection tools.  Track queries and bugs by following up with different teams until its closer within defined SLA timelines by using ticketing tool.  Prepare SQL queries for data verification to compare the expected results with database and to retrieve, update, delete and validate data at backend level.  Responsible for ERP software upgrade and patches installation, and to prepare user manuals, installation guide, release notes, help videos and FAQs by coordinating with development and other project teams.  Manage Active Directory, DHCP, and DNS, group policy configuration on windows Hyper-V server.  Act as coach and mentor to junior Implementation Engineers and Technicians.  Serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.  Ability to administration, handle project effectively by managing scope, schedule, status, and documentation.  Install, configure, maintain, and monitor Windows 2008/2012 servers.  Configuration and administration of audio-conferencing system, ESET Endpoint Security on server and client.  Manage checkpoint Firewall, proxy configurations.  Monitor and maintain office network and troubleshoot the issue and coordinate with ISPs if needed.  Install and upgrade of Operating Systems- Windows 10, 8, 7 etc.  Manage users on web app portal to assign access rights as per the user work department.  Maintaining and managing printers-scanner, CCTV cameras.  Maintaining Conference room AV system and small meeting room setup for business meeting by coordinating with vendors.  Assist manager for budget preparation and monitor it for CAPEX & OPEX.  Assist Manager and Account team in IT Inventory and Procurement Audit.  Perform daily backup operations by using Symantec backup exec ensuring all required systems and server data are successfully backed up to the appropriate media.  Responsible for the software license, hardware and mobile device management and provisioning.  Attend meetings with customers for progress updates and general management of client relationships.  Create and submit various status reports for the projects weekly to senior manager.
SBN Techno-logics Pvt Ltd, Mumbai (April 2013 to Sept 2015)- Support Executive
DUTIES:  Responsible for playing the technical role in the successful installation, integration, and deployment of company's ERP software products in client windows server environments.  Work with international/local clients to analyse requirements and issues from both a functional and technical perspective.  Handle deployment, UAT, and customization procedures and documentation.  Provide on-site as well as remote support to clients within service level agreements (SLAs), to install and configure software and hardware, resolve incidents,  Works directly with client to manage initial access, mapping, and transfer data, create process documentation, and train or coordinate training for client users.
 Extend end user support and trainings to customer post deployment, also create training guides and demo videos for customer.  Escalate unresolved problems and issues to the relevant third parties.  Handle project effectively by managing project scope, schedule, status, and documentation.  Install, configure, maintain, and monitor Windows 2008 servers.  Manage Active Directory, DHCP, and DNS, group policy configuration on windows Server.  Coordinate and monitor troubleshooting, testing, upgrades, and configuration of Wintel systems.  Responsible for server patching and hardening and managing Antivirus software platform.  Create and manage Server Backup jobs (OS-level, File System, AD)  Maintain desktop hardware configuration and operating system, office application, printer issue troubleshooting.  Monitor and maintain office network and troubleshoot the issue and coordinate with ISPs if needed.  Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.  Verify resolution with users and resolve Incidents in ITSM tool and escalate Incidents at risk of breaching SLA and provide root cause analysis.
Reliance Communication Infrastructure Ltd, Navi-Mumbai (Dec 2011 to March 2013)- Tech Support Engineer
DUTIES:  Troubleshoot and provide support to the end users of premium customers (100 top customers – BT, AT&T etc.) on Transport Services, Leased Lines & Data Services like L3VPN, DIA etc.  Manage Service Desk Team– whose prime responsibility is to give periodic updates to customer’s fault, to follow-up with different workgroup and provide resolution to the customer with define ETR.  Provide reason for the outage (RFO) of service affecting faults.  Troubleshoot and monitor end-to-end connectivity, which includes Core network (Juniper), Transport Path (Nortel) / Metro Ethernet Network (Cisco)/ CPE End.  To coordinate with field engineers on solutions to troubleshoot and repair complex circuits, equipment configuration, optical link losses, hardware fault.  Responsible for Service Assurance Includes: Co-ordinate with circle Heads and Field Engineers to resolve the issues, providing Root Cause Analysis (RCA) reports, supporting High Level of escalations from Customers, Service Account Managers and NOC Heads.  Various Network related reports generation and maintenance of various databases

-Bachelor of Electronics and Telecommunication Engineering

-Microsoft Certified: Azure Administrator Associate 
 MCSA 70-410-Microsoft Windows Server Certification 
 ITIL 4 Foundation Certification 
 Fulltime Training: C-Programming, Cisco Certified Network Associate & Diploma in Software Testing