SAMIR VAIDYA
I am an accomplished IT Service Desk Manager with over 20 years of experience in multinational corporations generating revenues exceeding $7 billion. My expertise lies in technical support, IT service management, centralized service desks, service delivery, application support, and IT infrastructure.
With a strong background in ITIL frameworks, I have successfully led and implemented ITSM standards and guidelines across global enterprises in Europe, the USA, Canada, and India. I have a proven track record of managing client issues, leading high-performing teams, and executing large-scale IT projects.
Location
New Delhi
About Me
Resume
Short-term Goals: My immediate objective is to secure a Manager – Technical Support role in a dynamic organization where I can apply my expertise in IT service management and drive operational excellence. I aim to enhance IT service desk efficiency by optimizing workflows, reducing response times, and improving customer satisfaction through innovative support strategies. Additionally, I seek to strengthen my leadership skills by mentoring and upskilling team members in ITIL best practices and ITSM tools, ensuring a high-performing and customer-focused support team. Leveraging automation and AI-driven solutions, I intend to improve IT support processes, streamline service delivery, and enhance overall business efficiency.
Long-term Goals: In the long run, I aspire to attain a senior leadership position such as Director or Head of IT Service Management, where I can oversee global IT operations and drive strategic initiatives. My goal is to lead enterprise-wide digital transformation projects, integrating cutting-edge technologies to optimize IT infrastructure and enhance business resilience. I aim to establish and implement industry-leading ITSM frameworks that improve service delivery, business continuity, and operational agility. Furthermore, I seek to contribute to organizational growth by aligning IT strategies with broader business objectives, ensuring scalability, innovation, and long-term success in a technology-driven landscape.
Leadership and Work Experience
Experience
Service Desk Manager, Clean Harbors, Pune, India (US MNC)
March 2023 – Present
- Managed IT End User support and services, including desktop support, service desk, remote support, field support, O365, MDM, Active Directory, print services, Wintel, network, Linux, and storage solutions for international customers from the US, Canada, North America, and India through a centralized helpdesk situated in our Global Capability Center.
- Conducted resource planning, assignments, and drive operations to meet SLA & CSAT. Managed incoming escalations.
- Offered guidance and support to international technical teams on best practices, documentation, and quality standards.
- Monitor key performance indicators (KPIs), working closely with technical teams to analyze outcomes.
- Oversaw overall project governance, including recruiting, training, and supporting help desk representatives and technicians. Defines client coverage strategy
- Managing client issues and escalations, ensuring timely resolution and maintaining a customer satisfaction rate of 95% by implementing effective troubleshooting and support processes.
- Focus on continuous improvement and automation in processes and resources. Provide expertise to departments on applying service management methods (like ITIL) for service improvements.
- Preparation of Weekly Status Review (WSR),Monthly Business Review(MBR) ,Quarterly Business Review (QBR), performance status reports and management presentations to various stakeholders
Service Desk Manager, Wipro Ltd. Mumbai, INDIA
February 2022 – February 2023
- Managed operations and governance of the centralized End User Support team with a headcount of about 100 agents, serving more than 125,000 users across India and international locations for clients in healthcare, pharma and bank domain
- Achieved a 98% SLA and maintained a CSAT of 90% and above, exceeding customer expectations and set a new benchmark. Set and monitor KPIs and KRAs, handle incoming escalations.
- Developed, implemented and managed product and customer support processes while optimizing costs and resources.
- Effectively managed, developed, and trained the service desk team for our client, Axis Bank, in end user computing (EUC) & Network Operations for 5000+ branches and 100,000+ users.
- Manage second/3rd level support for customers in cooperation with customer support teams.
- Enhance service quality by integrating innovative practices and leveraging experiences.
Consultant – IT Infrastructure & EUC, Sarvatra Technologies Pvt. Ltd., Pune, India
March 2021 – November 2021
- Coordinate with clients and internal teams to assess infrastructure requirements for hosting banking cloud applications.
- Monitor and maintain services, managing resources to ensure operations.
- Oversee EUC devices services team, including evaluation and training.
- Managed multiple client projects, which include IT infrastructure, EUC, and resource management.
- Managing EUC team for virtual desktop operations.
- Experienced in MS Project and MS Office tools with proven presentation skills.
Deputy Chief Manager – IT Operations & Support, Bennett Coleman & Co. Ltd, Pune, India
February 2006 – March 2021
- Ensure 99.5% uptime for IT infrastructure, supporting the production of newspaper issues within deadlines.
- Manage IT service for 10,000+ users in India and oversee daily IT service desk operations.
- Overall responsible for production data center, disaster recovery, service desk, network, and IT projects.
- Govern IT compliance, audit, and vendor management.
- Oversee EUC devices services team, including evaluation and training. Monitor and maintain services, managing resources to ensure operations.
- Effectively managing, developing, and training the service desk team. Manage the product support ticketing system.
- Project management for legacy hardware replacement, new application software rollouts, and outsourcing resources.
Asst. Engineer – System Support & IT Operations, Lokmat Media Ltd. Nagpur, India
September 2000 – February 2006
- Conducted troubleshooting and hardware maintenance for 200+ desktops. Initiated the installation of desktop operating systems, antivirus, and application software.
- Configure network and cabling on Routers, Switches and Hubs
- Administered Windows Domain & Active Directory structure, Squid, and proxy servers on Red Hat Linux
ACHIEVEMENTS
- Consolidated IT processes and functions into corporate IT for Bennett Coleman & Co. Ltd. and created a centralized
- service desk for 10,000+ users of The Times of India Group.
- Successfully completed IT infrastructure for more than 10 new branches launch Times of India & Maharashtra Times newspaper editions.
- Received recognitions:
Winning “Best Teamwork Award” from Technical Director, Bennett Coleman & Co. Ltd.
Received Customer Delight recognitions for outstanding services
Selected for centralized IT team to consolidate sub-IT functions for all Times of India Group companies
Achieving Silver Trophy in Quality Circle Pune Chapter for minimizing IT helpdesk calls volume
- Successfully achieved 10% cost saving through reduction of paper usage across the organization
- Customer Delight recognitions for outstanding services
CERTIFICATION
- ITIL® Intermediate Certificate in IT Service Operation, December 2018
- ITIL® Foundation Certificate in IT Service Management, April 2016
- Red Hat Certified Engineer (RHCE), July 2005