Raj D. Raja

Delivered day‑to‑day IT infrastructure support, proactively monitoring systems and resolving incidents with 35% faster turnaround, ensuring minimal downtime and uninterrupted business operations. Reviewed and acted on security alerts from monitoring tools, mitigating potential threats and contributing to a secure IT environment in collaboration with the cybersecurity team. Streamlined user account management, reducing setup time by 20% and improving system accessibility, boosting employee productivity and satisfaction. Implemented a robust asset tracking system, achieving 99% inventory accuracy and accelerating issue resolution, while optimizing hardware and software lifecycle management to cut annual IT maintenance costs by 15%. Participated in business continuity and disaster recovery planning, co‑developing and testing recovery procedures to ensure operational resilience during critical incidents. Managed O365 license allocation, reducing licensing costs by 25% without service disruption, and automated routine monitoring tasks via Zapier, improving response times by 30%.

Updated and maintained the asset register in HAM, tagging newly procured hardware assets to achieve 100% asset traceability and reduce audit discrepancies. Logged and tracked IT service requests in ServiceNow, documenting resolution steps to maintain 95% SLA compliance and improve knowledge base accuracy. Standardized documentation processes, reducing operational errors by 25% and enhancing client confidence in service quality. Diagnosed and resolved computer, printer, and network issues, achieving a 90% first‑call resolution rate and minimizing downtime for end‑users. Collaborated with cross‑functional teams to address recurring technical challenges, contributing to faster problem resolution and improved IT support efficiency.

Led a service delivery team to achieve 100% SLA adherence, ensuring consistent client satisfaction and operational excellence. Managed IT audits, reducing non‑compliance issues by 30% through proactive monitoring and corrective actions. Coordinated with cross‑functional teams to resolve escalations, improving resolution times by 20%. Developed and implemented cost‑saving measures that reduced operational expenses without compromising service quality. Oversaw vendor relationships, negotiating favorable terms that improved service delivery efficiency.

Directed Windows OS migration for 250+ systems in the Mumbai region, ensuring zero data loss and minimal downtime. Created and deployed custom OS images, KMS activation, and BitLocker encryption for 200K+ users across multiple locations in collaboration with Senior Microsoft Technical Consultant. Led P1 incident resolution during migration, restoring critical banking operations within SLA. Coordinated with Microsoft and client teams to streamline deployment processes, reducing migration time by 15%. Trained support staff on new OS features, improving first‑call resolution rates by 20%.

Managed 30+ engineers supporting 1,700+ users nationwide, maintaining SLA compliance above 98%. Implemented proactive maintenance schedules, reducing downtime by 25% and saving ₹8L annually. Oversaw the installation of Cylance security software on 200+ devices, strengthening endpoint protection. Streamlined escalation processes, cutting resolution times for high‑priority incidents by 15%. Collaborated with IT leadership to standardize support procedures, improving service consistency across locations.

Delivered remote IT support resolving 95% of hardware, software, and network issues, reducing downtime and boosting overall productivity. Partnered with remote teams to implement new technologies, achieving a 15% reduction in downtime and enhancing operational efficiency. Procured IT equipment in line with customer requirements, ensuring timely delivery and optimal configuration for business needs. Set up laptops and desktops with authorized software, providing a seamless onboarding experience that increased client retention and generated positive feedback. Resolved 95% of support tickets within SLA, minimizing disruption for end‑users and improving productivity. Strengthened client relationships and increased repeat business by 25% through clear, proactive communication and responsive service. Developed comprehensive technical documentation, reducing client support requests by 15% and improving service efficiency.

Provided IT consulting services to small and medium businesses, aligning technology solutions with client goals. Installed and configured hardware, software, and network components, reducing setup time by 25%. Delivered end‑user training, improving adoption rates for new systems by 40%. Managed vendor relationships to ensure timely delivery of IT resources and services. Resolved technical issues with a 90% first‑call resolution rate, minimizing client downtime.

Provided IT consulting services to small and medium businesses, aligning technology solutions with client goals. Installed and configured hardware, software, and network components, reducing setup time by 25%. Delivered end‑user training, improving adoption rates for new systems by 40%. Managed vendor relationships to ensure timely delivery of IT resources and services. Resolved technical issues with a 90% first‑call resolution rate, minimizing client downtime.