Suhail Mandlekar

Provide strategic leadership to operations teams, ensuring alignment with organizational goals
and implementing strategic plans for disaster recovery.
Implement and monitor service delivery metrics, conducting market research to identify trends
and opportunities for improvement, and delivering transparent reports to cies.
Lead personnel onboarding, training, and service improvement acthites, ensuring compliance
with network security protocols
Conduct internal and client meetings to address delivery performance, quality enhancements
and stakeholder management strategies Collaborate with Business
Development to support business growth iniatives, incorporating budget management
considerations into strategic planning.
Develop hiring pipelines and initiate retention programs to enhance employee satisfaction,
utilizing performance monitoring metrics for quality assurance.

Lead a team responsible for providing end-user support, handing
IT Asset Management, and
resohng technical sues.
Monitoring of SLA and implement metrics to track performance, ensuring complance and
customer safaction.
Create RCA dashboards fo SLA monitoring, dentin trends and implementing proactive
measures to improve service quay.
Oversee operations in multiple cite, coordinating with on. site teams 0 ensure smooth sevice
delivery across locations.
Lead chent calls and meetings, addressing concerns, providing updates, and maintaining trong
relationships.
Implement process improvements to optimize service delivery efficiency and enhance customer
experience
Utlized advanced knowledge of SQL queries in PLX for data extraction and created dashboards
for better understanding of operational metrics.
Conduct performance evaluations and offer coaching and mentoring
to team members o
support thei professional development.
Supervised 45+ employees with completing diy inbound and outbound recehing/Shiping

Installed and configured workstations based on company needs and requirements.
Provided support for desktops, servers, network hardware, software, and applications.
Demonstrated understanding of PC re-imaging processes and procedures, ensuring compliance
with annual refresh programs and meeting or exceeding prescribed SLAS.
Offered remote support through relevant tools when required.

Functioned as an IT System & Network Administrator or internal employees.
Installed and configured workstations based on user needs and requirements.
Built and repaired server and network rack.
Monitored and managed network antivirus site and Windows operating system patching,
Solution. Monitored SQL Server, including the creation and maintenance of databases.

Assigned as a Technical Support Enginer a client ste, responsible for the instalation,
deployment, and troubleshooting of hardware and networking devices.
Installed softwar, operating systems, and server operating ystems.
Repaired and maintained TCP/IP networking and hardware.