Curriculum Vitae

Ritesh S. Marbate

Email-Id: ritesh.marbate@gmail.com

Mobile: 9371087973

OBJECTIVE:

Looking for a challenging position with a company that would provide an opportunity to impart
my abilities and maintain myself at the leading edge of technology.

1] Company: Future focus infotech Pvt. Ltd (Kyndryl)

Designation: IT Operation Manager (PAN INDIA)

Client: Lupin pharma Pvt ltd
Experience: 12-Apr-2022 to 26-Aug-2022

Job Location: Mumbai

 Manages day-to-day business of the operations department while balancing the

responsibilities of various business lines such as business analysis, vendor, and risk
management.
 Effectively managing multiple escalations to ensure that they are delivered on time,
within budget, and to the Clients satisfaction.
 Plays a significant role in long-term planning, project status reporting, and
implementing change control processes..
 Monitoring staff to ensure the prompt resolution to all client queries.
 Managing staff induction, training, and performance reviews of (Team Leads,
Engineers, and Coordinator’s).
 Building strong, lasting client relationships with clients by managing in SLA & TAT
Defined by Client
 Communicating complex technical concepts to clients. Raises and tracks issues and
conflicts, remove barriers, resolve issues of medium complexity involving stakeholders
and escalate to appropriate level when required.
 Contribute operations information and recommendations to strategic plans and
reviews; prepare and complete action plans; implement production, productivity,
quality, and customer-service standards; resolve problems.

 Supports back-office and firm-wide training programs, reinforcing tech and

operations infrastructure between departments to ensure consistency and quality
standards are met.

 Lead, motivate, and support a large team within a time-sensitive and demanding
environment, including setup and implementation of career development plans for
all direct reports and problem resolution

 Conduct budget reviews and report cost plans to upper management

 Spotting new client business opportunities.

2] Company: Ctrls Datacenter Ltd.

Designation: IT Operation Manager

Client: AEGON Life Insurance Company

Experience: 15-Dec-2021 to 31-Apr-2022

Job Location: Mumbai

 Administer and monitor daily and monthly computer operating systems.

 Prepare reports, ensure optimal performance and maintain records of service level
agreements for customers.
 Design, implement and ensure efficient maintenance and ensure compliance with all
disaster recovery plans.
 Perform appropriate tests and provide training to upgrade Engineers’ capacity and
skillset.
 Assist technical staff to check and ensure the resolution of all issues to achieve all
objectives.
 Participate and manage all communication technical direction and initiatives with
clients.
 Monitor all communication for each customer to assess operations within the
timeframe.
 Administer & address customer escalate issues within the timeframe.
 Prepare designs and evaluate all balancing functions as required by IT departments
and other functional areas.
 Prepare and review all, Operation Metrics, action Metrics, and KPI scorecards for
service delivery.
 Analyzed all continuous upgradation processes through various proactive self-
initiated projects and ensure efficiency.
3] Company: IMPCT INFOTECH PVT. LTD.

(Authorized Service Partner of HP (Hewlett-Packard)

Designation: Regional Operation Manager (Rest of Maharashtra & Goa)

Client: HP (Hewlett-Packard)

Experience: 28-Dec-2018 to 31st March 2021.

Job Location: Pune

Job Responsibilities:

Manage after sales Services of all HP Product (Laptop, Desktop, Printers,

Plotters and Tablets)

 Managing resources to meet daily delivery schedules.

 Effectively managing multiple escalations to ensure that they are delivered on time,
within budget and to the Clients satisfaction.
 Providing guidance to subordinates on company goals and policy.
 Looking after post sale client relationships via weekly HP Retailers & Dealer meets
 Monitoring staff to ensure the prompt resolution to all client queries.
 Managing staff induction, training, and performance reviews of (Team Leads,
Engineers, and Coordinator’s).
 Building strong, lasting client relationships with clients by managing in SLA & TAT
Defined by HP Company.
 Delegating tasks and responsibilities to appropriate personnel.
 Spotting new client business opportunities.
 Delegating responsibility and ownership of tasks to staff.
 Building up a working knowledge of clients operating environment.
 Conducting key client facing meetings.
 Resolving conflicts within the project team.
 Communicating complex technical concepts to clients.

 Ensuring that projects are completed on time.

 Responsible for releasing SLA & TAT level reports to the senior management on a
weekly and monthly basis.

 Responsible for releasing SLA & TAT level reports to the senior management on a
weekly and monthly basis.
4] Company: iQor India Pvt Ltd(Team lease)

(Authorized Service Partner of HP (Hewlett-Packard)

Designation: Deputy Regional Manager (Rest of Maharashtra & Goa)

Client: HP (Hewlett-Packard)

Experience: 11-Aug-2014 to 27-12-2018

Job Location: Nagpur

Job Responsibilities:

Manage after sales Services of all HP Product (Laptop, Desktop, Printers,

Plotters and Tablets)

 Managing resources to meet daily delivery schedules.

 Effectively managing multiple escalations to ensure that they are delivered on time,
within budget and to the Clients satisfaction.
 Providing guidance to subordinates on company goals and policy.
 Looking after post sale client relationships via weekly HP Retailers & Dealer meets
 Monitoring staff to ensure the prompt resolution to all client queries.
 Managing staff induction, training, and performance reviews of (Team Leads,
Engineers, and Coordinator’s).
 Building strong, lasting client relationships with clients by managing in SLA & TAT
Defined by HP Company.
 Spotting new client business opportunities.
 Delegating responsibility and ownership of tasks to staff.
 Building up a working knowledge of clients operating environment.
 Conducting key client facing meetings.
 Communicating complex technical concepts to clients.
 Responsible for releasing SLA & TAT level reports to the senior management on a
weekly and monthly basis.
 5] Company: Aforeserve.com ltd

(Authorized Service Partner of HP (Hewlett-Packard)

Designation: ID Manager

Experience: 19 Aug 2013– 11 Aug 2014

Manage after sells Service of all HP Product (Laptop, Desktop, Printers, and Tablets)
 Responsible to manage the Operations reporting team and monitor the
Engineers & Coordinator.

 Responsible for monitoring and managing operation for Vidarbha Region.

 (Nagpur ,Amravati, Akola ,Chandrapur, Bhandara,& client site Eng.)
 Responsible for handling escalation.
 Responsible for creation of operations packs for senior management
 Responsible for releasing SLA & TAT level reports to the senior management on a
weekly and monthly basis.
 Responsible for Operation level forecasting and budgeting activities on a monthly basis
 Responsible for monitoring and reporting the progress of fulfilment of positions.
 Responsible for Incident Management, Manpower Management
 Making plans and strategies to improve the overall performance in the company.

6] Company : 3i InfoTech

Designation: Operation Manager (PAN India)

Client Site : Bayer India Crop Science Limited

Experience: 18 Dec 2012– 18 Aug 2013

Responsibilities on Client Site:

 Responsibility for group performance against SLAs

 Supervising all the operation in the company
 (Remote Desktop, Server Operation, Onside Support, Asset Mgmt.,)
 Effectively responding to escalations regarding unplanned service interruptions from
customers and internal IT
 Managing critical components of Incident Management
 Provide executive status reports and communicate plan.
 Coordinating between all the different departments and their heads
 Making plans and strategies to improve the overall performance in the company.
 Look after the company's financial budget and make sure every department adheres to
it.
 Delegate duties to responsible people
 Review each department and its performance from time to time, to evaluate the
performance.
 Make reports for the high-level management about the operations of the company
 Plan and implement designs for operations.

7] Company: IBM (Info Services)

Designation: - Service Desk Tool (CoDesk) Administrator/Assistant Incident

Manager

Client Site: RBS (Royal Bank of Scotland),

Lower Parel, Mumbai

Experience: 01 May 2009 – 17 Dec 2012

 - Responsibilities on Client Site

 Responsible for planning and managing the operational activities of IT helpdesk teamto
ensure that the customer service is in line with the customer requirements.
 Responding to incidents and requests, ensuring they are resolved effectively and
efficiently against service level agreements.
 Managing high priority operational/production issues and essential routine
maintenance and administration associated with a complex IT landscape.
 Follow up for closure of any issues/ work completion as schedules. Coordinate and
send out mail communication to team members/ RDMs out mail communication to
team.
 Document changes in project schedules, activities, priority changes.
 Handling CoDesk Escalation from different part Organization.
 Answering User queries and Objection related with Tool operation.
 Escalate issues/ problems to Customer SPOC & Generate weekly reports on work
progress/status.
 Ensure high quality service to both internal and external customers.

Service Desk Tool (CoDesk) Administrator.

 Handling front end and Back End OPERATION ON Service MGMT Tool (CoDesk).
 Configuration/Creation/Modification of User ID in CoDesk-Service Desk Tool
 CoDesk Configuration Management.
 Manage the implementation of BAU changes /Scripting for customer specific
requirements by raising Change RFC.
 Configuration of Incident Mgmt, Problem Mgmt,Change Mgmt and Asset Mgmt in
Service Mgmt Tool (CoDesk) as per client requirement under ITIL Process.
 To conduct regular maintenance activity on the Management Systems.
 Addition/Configuration of Changes into Tools.
  To run SQL queries on for deletion unnecessary error/Tab/function With help of Tool
vender on Net session
 Addition/deletion of new Location/Work queues/Services as per process requirement by
raise RFC
 Monitoring of IT Engineers activity using above tools.
 Weekly/Monthly backup activity on CoDesk Application & Database server /UAT server
 Monthly Active user ID review
 To run SQL queries on for deletion unnecessary error/Tab/function

Responsibility towards Productivity (Via Reports): MIS

 Publishing Daily calls report (DCR) for Client & Regional Development Manager (RDM)
 Daily Open Call Report (DOR) status to PROGRAM MANAGER of (IBM) & RDM (IBM)
 Analysis of reports and share the analysis with high level Management (IBM)
 Weekly Incident Reports to track count increase or decrease incident Tickets Count
 Weekly Call analysis Reports.
 Monthly Call Analysis Reports

Project Completed on Site to reduced Incident:

  1 OPRIMA (Online Printer Mapping)
 2 Service Line express: SLX Tool (Auto Password Resets & Account Unlocks)
 3. CoDesk Knowledgebase Articles

Projects Transition on current Site (Taiwan & Hong Kong)

 1. Separation of Service desk Data for India, Taiwan & Hong Kong
 2 Service Desk Tool Data Segregation & Successful Implementation on Overseas
Location (Taiwan & Hong Kong) via Remote Desktop Management

8] Company IT-Source India Pvt. Ltd. (Wipro Infotech)

Designation: - Sr. Helpdesk Executive.

Client Site : WIPRO BPO, Belapur, Navi Mumbai.

Experience : 12 DEC 2007-To: 31April 2009

Responsibilities on Client Site: WIPRO BPO, Belapur, Navi Mumbai.

 Responsible for the shift day to day work.

 Responsible towards closure for the entire incident logged and tickets raise in TNG
Unicenter (Service Desk Tool).
 Responsible to achieve goal of proper coordination.
 Central point of contact for VIP support.
 Manage the data / details of VIP users.
 Maintain the record of calls reported and solution provided to VIP users for future
reference.
 Log calls with Vendors and take follow up for immediate closure on VIP user’s
Hardware issue.
 Responsible for all L1 engineers in a shift.
 Help L1 engineers to resolve the issue within SLA.
 Coordinate among all teams (Server, Network, Voice, Inventory, Engineers and CD).
 Manage the shift without any escalations to higher management.
 Prepare Daily Weekly and Monthly reports and share with the clients.
 Analysis of Incidences raised
 Analysis of calls / incidences reported to Technology Helpdesk.

Projects completed on current Site:

 Up gradation of Symantec Antivirus for 3000 Assets.
 Setup of entire process with respect to the required Hardware and Software.
 Verification of all the Active Login IDs for Belapur Location

9] Company :) IT-Source India Pvt. Ltd.(Wipro Infotech)

Designation: Service Desk Executive.

Client Site : Client Site-Reliance Capital, Mahape.Navi Mubmai.

Experience: from Dec 2007 – March 2008

Responsibilities on Site. Client Site: Reliance Capital, Mahape, Navi Mumbai.

 Handling web mail (HP open view)

 Monitoring of IT Engineers activity using above tools.
 Follows ups with Engineers & Team Leaders in different locations.
 Monitoring and Status Receiving, Recording, Prioritizing and Tracking service call.
 Tracking of all registered calls
 Escalation and Referral to other parts of the organizations
 Reporting about calls on quality of the desk.
 Keeping customers informed on request status and progress.
 Coordinating second-line and third-party support groups
 Closing incidents and confirmation with the customer
 Keeping track of ID's created & deleted..

Vendor Management:

 Checking the Hardware parts (HDD, Mother Board) and troubleshooting the same. If
not solved, then logging the call with Vendor for the same.
 Follow-up with Vendor for Replacement.
 Maintain proper records of Faulty and Replaced parts

5] Company: Reliance Info-stream (BPO)

Designation: Customer Care Executive

Client Site : DACK (Koparkhairane-Navi Mumbai)

Department: MPO Circle

Experience: from 26 Dec 2006 – 07 DEC 2007

  Answer incoming calls from customers with inquiries on product orders
 Assist various departments in facilitating sales of all products in the company portfolio
 Analyse customer issues and assist in resolving within the required timeframe
 Coordinate with customers and ensure appropriate questioning to identify issues
 Manage all customer inquiries and summarize to present to management
 Administer and prioritize customer tasks and ensure achievement of all deadlines
within the required timeframe
 Maintain accuracy of all data and verify the same for all customer services

PERSONAL DETAILS:
Name : Ritesh.S. Marbate

DOB : 14th July 1981.

Current Address : Near Desliva Gardate gate,Milind Nagar ,Alspha, Ghatkoper,

Mumbai

Permanent Address : Plot No 8.Cheniya lay out, Opposite to telephone exchange, Saoner

Tel . Savner Dist-Nagpur 441107

Email ID : ritesh.marbate@gmail.com
Contact No 9371087973

QUALIFICATION:

Completed BCOM from EIILM University

Completed Diploma in Information Technology.

Completed HSE from Nagpur

Completed S.S.C from Nagpur

TRAININGS:

Attended 15 days training on Windows 2000-2003 Server & Active Directory Migration.

ITIL certification.

MCSE Training at Tech Network VASHI

Basic of MS SQL from CDAC Mumbai