Travis D'Souza

• Manage and mentor a team of support engineers within assigned areas of responsibilities and manage IT ticket queues. • Manage and assist Desktop Support team on installation, configuration and troubleshooting of desktops, laptops, mobile phones, printers, Phone system, Video Conferencing systems, Microsoft O365 suite, VPN etc. • Manage the deployment, maintenance, upgrade, and support of PCs, endpoint operating systems, client hardware, software and peripherals • Provides technical expertise to the team, in the areas of training, problem resolution, hardware and software upgrades • Work with Senior Director-Desktop Operations to manage, plan and implement large-scale projects • Act as a point of escalation for unresolved or escalated needs • Create weekly/monthly reports on defined SLAs and create action plans for driving better service solutions. • Monitor and provide VIP/ELT support – On-site and Remote • Maintain and provide asset management reports on all deployed systems and software • Ensure efficient delivery of calls and email requests, monitor volume and hold time alerts. • Administer the Service Now - Incident management system • Administer the Lakeside Software– Systrack Digital Experience.

• Providing excellent customer support by resolving customer complaints via phone, email or in person • Basic Incident Management and Problem Management • Deliver L1 and L2 Customer support via the Service Desk • Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements(SLA). Address high priority operational/production issues and ensure SLA’s are met. • Troubleshooting system and network problems and diagnosing and solving hardware or software faults; • Responsible for the support of hardware and software for devices and applications from Servers, Desktops and Laptops • Ensure the IT Service Desk System is updated with all actions and relevant information pertaining to incidents, problem tickets, change requests, etc. - Troubleshooting system and network problems and diagnosing and solving hardware or software faults; - Responsible for o The support of hardware and software for devices and applications from Servers, Desktops and Laptops o End user and product support for printers and photocopiers o OS Support – Microsoft Windows Vista,7,8, as well as Mac OS x 10.7- 10.10 o OS Server Support – Microsoft 2008 R2, 2012 R2 o Experience of SQL Server and Exchange Server 2012, Active Directory with a Hyper V environment o Manage and set up new hardware following IT policies and procedures o Provide AV support and presentation projectors support to staff - Providing support, including procedural documentation and relevant reports; - Setting up new users' accounts and profiles and dealing with password issues;

• Deliver L1 IT support service via the Service Desk. • Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements(SLA). Address high priority operational/production issues and ensure SLA’s are met. • Ensure the IT Service Desk System is updated with all actions and relevant information pertaining to incidents, problem tickets, change requests, etc. • Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. • Troubleshooting system and network problems, diagnosing and solving hardware/software faults. o Provide end user IT support for windows 7/10, Office 2013/2016,Office 365(Cloud). o Provide support for troubleshooting and fixing end user laptop, desktop and mobile issues. o Provide support for network devices, servers and storage on-premise, remote and cloud • Serving as a first point of escalation for Clients Concerns and issues.. • Maintaining efficient Operation and effectiveness of currently supported applications. • Preparing Weekly Service Management report for the Senior management. • Implementing the Organization’s Information Security Policies and monitoring the compliance among employees, contractors and third parties • Create SOP’s for all operations , procedures and applications handled by ITSD.

- Monitoring and maintaining computer systems and networks; - Talking to staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues; - Troubleshooting system and network problems and diagnosing and solving hardware or software faults; - Responsible for o The support of hardware and software for devices and applications from Servers, Desktops and Laptops o End user and product support for printers and photocopiers o OS Support – Microsoft Windows Vista,7,8, as well as Mac OS x 10.7- 10.10 o OS Server Support – Microsoft 2008 R2, 2012 R2 o Experience of SQL Server and Exchange Server 2012, Active Directory with a Hyper V environment o Manage and set up new hardware following IT policies and procedures o Provide AV support and presentation projectors support to staff - Providing support, including procedural documentation and relevant reports; - Setting up new users' accounts and profiles and dealing with password issues; - Responding within agreed time limits to call-outs; - Working continuously on a task until completion (or referral to third parties, if appropriate); - Prioritising and managing many open cases at one time; - Rapidly establishing a good working relationship with customers and other professionals, such as software developers;

- Responsible for getting New Leads/Requirements and maintaining Existing Clients to Enhance Business relations. - Generate requirements from New Clients and Existing Clients through Cold Calling Emailing - Build and maintain strong, long-lasting customer relationships - Identify new sales opportunities within existing accounts - Maintaining and expanding relationships with existing clients - Understand and develop sources of traffic (& the factors that influence it): email,social media, etc - Managing large and SMB accounts and pricing them by submitting comprehensive proposal as per company best practice. - Ensure the timely and successful delivery of orders. - Market the products on various online platforms and B2B websites. - Follow the complete cycle till processing the orders by doing the hand over to processing team after order is placed online. - Networking with existing customers in order to maintain links and promote additional products. - Manage overall client relationship with new & assigned accounts. - Identify business opportunities and close deals to meet assigned monthly targets. - Position and sell IT products and services offerings to current and potential customers. - Develop self-initiated sales strategies and plans to enhance the business. - Manage and multi-task multiple deals simultaneously and rightly prioritize workload. - Product Management: o HP o CISCO o SONICWALL o JUNIPER o FORTIGATE o BROCADE o EPSON o NETGEAR