SATYENDRA MISHRA

✭ PRINCE2™ Practitioner ✭ ITIL v3 ✭ MCP ✭ MCTS ✭ Bachelor of Technology (IT) ✭ DIM

♦ Pune, India ♦ M: +91 800 704 3131
https://www.linkedin.com/in/satyendra-mishra ♦ mesatyendra@gmail.com
P R O F E S S IO N A L P R O F I LE
IT Management Professional with over 13 years of planning, implementing and managing state of the art IT infrastructure
services. Goal-oriented leader possessing the business acumen and expertise in IT Strategy, IT Management, End User
support, IT Asset management, and ITIL. Has the Technical brilliance and composure required for Major Incident
management, BCP, and can influence for business/IT process alignment by example. Seeking Regional IT Infrastructure
opportunities to deliver global infrastructure services, satisfying user experience, within SLA’s, and budget.
E D U C A T IO N & CE RT IF IC A T IO N
Bachelors of Technology (Specialization - Information Technology), WBUT, India 2006
Diploma in Management, IGNOU, India 2008
PRINCE2™ Practitioner 2017
ITIL v3: Foundation 2016
MCP - Supporting Windows 8.1 (70-688) 2016
MCTS - Microsoft Desktop Optimization Pack (MDOP) (70-656) 2012
Harvard Manage Mentor Certified - Marketing Essentials 2014
A C C O M P L IS H M EN TS
 Pivotal role in setting up end to end IT Infrastructure of a 300,000 sq ft Northern Trust Service Center.
 Setup and executed a road map for Field Services and End User Computing Engineers by setting a Knowledge
Management to left-shift L3, L2, L1 tickets to increase FCR and zero reassignment tickets from 62% to 76%.
 COO’s excellence award for saving £60,000 in cost by streamlining desktop & laptop builds patch management and
IT Asset reporting processes for Brit Insurance.
 Rated among top 2% of employees at Infosys which has 170,000 employees in 2015 and 2016.
 Received GOLD Award for my role in IT Infrastructure buildout of a new Northern Trust facility at EON, Pune.
 Received GOLD Award for seamless office move of 1,000+ NT employees and 10,000+ IT Assets.
 Received SILVER Award for demonstrating “Authentic Relationship” and “Client Partnership” at Northern Trust.
TOOLS AND APPLICATIONS

 Service Now  Remedy  Active Directory  Microsoft Office 365  Altiris Deployment Console

 MS Hyper-V  MDT  VMWare vSphere  Dell Wyse Deployment Console  Symantec Enterprise Protection

 Lumension  SCCM  Citrix Virtual Apps  Wise Packaging  Microsoft Server Manager

 Nutanix  GOOD  InstallShield  Powershell  BlackBerry Work

P R O F E S S IO N A L E X P E RI EN CE
2nd Vice President, Team Lead - End-User Computing, Northern Trust Corp, India 10/2016 – Present
An American international financial services company providing investment management, through a network of 85
offices in U.S. and 20 international offices with $10.8 trillion in assets under custody/administration and $1.2 trillion
AUM. 
Plan, organize, and manage End User (EU) IT infrastructure services including EUC, Technical Helpdesk, IT Assets,
Audio Visual, Network and Server administration. The aim to provide safe, secure and stable IT infrastructure operation
together with a team of IT Engineers.
Current responsibilities:
  Manage day to day IT operational issues, service requests and enhancements related to EUC, Audio visual,
Virtual Desktops, Network, Server and IT Assets.
 Responsible for managing a highly skilled technical support team in our organization. Work closely with all
the IT service & product owners and collaborate with regional IT support teams to ensure End User Services are
delivered on time and with quality.
 IT Infrastructure Buildout of a new site enabling IT capabilities for a 300,000 sq ft office which involves IT
Infrastructure setup – Network, End User Computing, IT Asset Management, Audio Visual capabilities and
compliance with SEZ and TERM cell regulatory bodies.
 Plan, forecast, evaluate, test and implement different Desktop hardware standards, platforms, Audio visual,
software and supporting tools. It also includes controlling availability, reliability, performance, and security of the
desktop infrastructure.
 Provide data and reporting of SLA and KPI’s and trends to IT department and others in ad-hoc, weekly, monthly
and as needed. It also includes Ticket Deep Dive and develop strategies for improvement and make a uniform
service delivery channel for IT. Monitor and manage Incident queue (participating in escalated calls as needed).
 Setup and executed road map for Field Services and End User Computing Engineers by setting a Knowledge
Management to left-shift L3, L2, L1 tickets to increase FCR and reduce reassignment of tickets.
 Develop strategies, policies and procedures for optimal use of end-users computing devices (PC, Laptops, HP
Thin Client, Dell Wyse Terminals, Thin Laptops, Printers, AV Equipment, Print Queues, and CISCO phones).
 Win 7 to Win 10 migration and Office 365 implementation – Planning, Testing and implementation.
 Ensure safe and secure IT infrastructure for IT devices by provisioning latest OS, controlling Security patches
and upgrade, configuration management of software and preventing Vulnerability (PEN test).
 Managed Services SLA Management –Responsible and Accountable for managing IT Tech Support SLA for
Incident, Service Requests, New Partner Setup, Problem Management effecting EUC, Change Management.
Managing contractor and 3rd party vendor SLAs.
 Setting up a new center of excellence in the form of Innovation Lab with advanced IT capability
 Manage a team of Computer Engineers, Service Desk Engineers, Audio Visual technicians and IT Asset
engineers. Also, responsible for their recruitment, access certification, professional and technical knowledge
growth, grievance and performance evaluation.
 Productivity Anchor for End-User Computing domain for IoT and Automation related opportunities. Contributed
in several IT Security and automation related ideas around Secure Printing, designing Workflow for automation of
20+ Process flow which benefited cost of 2 FTE.
 ITSM - Responsible for resolving and representing Tech support group in Major and Critical Incidents related to
VDI, Desktops, Thin Clients, Windows Application, Skype, Network and AV. Preventing client and business SLA
misses due to technology issues.
 Desktop and Hardware Asset Management, ITSM SLA management, IT Record-keeping for audit/compliance
findings and resolving security incidents.
 Responsible for the continuous accuracy of IT Assets procured, deployed and EOL recycles.
 IT Forecasting, Budgeting, IT Projection for business growth controlling all expenditure to remain in budget.
 Successfully leading Business Resiliency BPTRM process for Annual Power shutdown activity every year.
 Managing vendor reliability, business escalations and resiliency of servers, networks, and desktop.
 Create a platform for Business teams to connect with IT team once every month by IT Exchange problem.
 Conduct IT Induction for New Hires.
 Manage and initiate service quality and process improvement projects

Technology Lead - Infosys, Client “Brit Insurance”, London, UK 02/2014 – 10/2016

Brit Insurance is an international general insurance and reinsurance group specializing in commercial insurance.
Technology Lead for End to end IT Support (hardware & software) including desktop, laptop, Wyse terminal, Persistent
VM, printer, scanner and mobile device and was placed at client location in London, UK from March 2014 to Feb 2015.
 Managing IT End User Services and IT Operations for our clients. Involved in maintaining, scheduling and
controlling IT information systems as well as proposing and creating strategic directions and policies for End User
Computing.
 Lead an End User Services and Service Desk Team managing 24/7 operations.
 Successfully completed Service Improvement Plan (SIP) for Management of IT Hardware and Software within the
organization to ensure EUC environment supports business objectives.
 Creating process, guidelines, service improvement plan, Issue and Risk Logs related to End User Computing
  Continuous IT Operations improvements by managing IT operations, creating strategic plans, policies, scheduling
EUC maintenances and upgrades for client’s businesses in UK and other remote offices.
 Forecast potential EUC and Service Desk issues based upon trending data and implement corrective action plans
 Identify trends in support requests and opportunities for improvement in services of EUS and Service Desk.
 Saved IT man hours by creating build management process, best practices and helped in creating core desktop
builds using sysprep, mounting System images, Altiris image capture.
 Hands and feet support to fix End User device Incidents and Service Requests which includes installing and
upgrading software, OS Image and Deployment, configuring systems and managing issues for desktop
applications.
 Reporting weekly status reports, monthly management reports and coordinating with offshore team for completion
of tasks within SLA period providing management up to date insight on IT operational well-being
 Evaluating latest IT Computer systems in market based on cost, specification, warranty and support methodology.
Also, presented report of ROI on IT systems and facilitated buying decisions to clients by providing inventory
purchase decisions. Moreover, played a vital role in vendor management by doing third party vendor coordination,
managing escalation, and feedback.
 Managing and creating builds for the latest Windows 8.1 laptops, Surface Pro devices to optimize productivity and
efficiency. Patch management via Bigfix. Managing end clients
 User setup on persistent VM and provisioning VDI (HyperV) to end users. Troubleshooting user profile and
session issues
 Securing end-user devices by Lumension as well as involved in PoC for AppSense
 IMAC – Hardware and software support
 SEP anti-virus upgrades, managing upgrades and troubleshooting devices which are not reporting on anti-virus
console.
 Improving new employee experience and increasing productivity with IT orientation training.
 Manage hardware assets like desktops, laptops, Wyse terminals, tablets, Blackberry, RSA token, Bloomberg kits
and other IT consumables.
 Managing software hardware asset reporting via the Symantec Management Console.
 Mentoring and technical coach for IT Helpdesk team. Involved in the left shift of L2 tickets to Helpdesk and
creating processes for increasing FCR.
 Thin Client & Dell Wyse firmware upgrade, client configuration and testing.
 Managing Blackberry devices on BES 10 and BES 5
 GOOD client setup and basic troubleshooting for iPhone and iPads.
 Printer setup (remote and in office), email scanning setup and network patching support.
 Application Packaging, Admin Studio, InstallShield
 Technical Mentor and Level-3 escalation point of contact for IT help desk team
 Manage Hardware Assets

IT Infrastructure Support & Maintenance - Infosys, Client “UBS Bank”, India 01/2011 – 01/2014

Swiss global financial services company providing wealth management, asset management, and investment

banking services for private, corporate, and institutional clients worldwide.
Plan, organize and manage End User (EU) infrastructure services for staff and consultants to ensure the stable and
secure operation of the organization’s IT infrastructure with a team of 8 IT Consultants.
 Provide customer support for a variety of problems with hardware, software, and peripherals used by the
company’s global offices delivering service excellence.
 Remotely assist users in troubleshooting technical issues which are beyond the first level of support: and act as
Support Liaison between contract technicians, engineers, and other network and telecommunications specialists.
 Assist in planning, designing, and executing deployment, procedures and methodology for supporting IT and
Telecommunications services.
 Citrix installation, deployments and maintenance of Microsoft and UBS in-house applications.
 Providing strategy, planning and remotely implementing Wyse deployment, firmware upgrades and maintenance
of thin PC through Citrix environment.
 Driving infrastructure optimization by evaluating the technical capabilities, capacity, the relative cost of Out-scope
IT equipment, and make recommendations for the acquisition of new/replacement equipment.
 Provide customer (end user) support to IT users branch-wide; help develop customer support policies,
procedures, and standards.
 Environment setup and server setup for Citrix Packaging, Citrix Packaging, Customization and QA
 Creating Citrix process related document and mentoring team members to make them Citrix packaging ready.
 Create a standard application delivery process flows, templates, and documentation.
  Evaluate 5000+ applications and determine Win7 delivery as Citrix or traditional MSI / SCCM installation.
 Lead Certification Agent involved in certification and leading a team of certification engineers
 Provide packaged applications made available for streaming virtual delivery via Citrix Xen client.
 Coordinating with Citrix Deployment team to have packages available on Citrix Test and Prod environment.
 Packaging using WISE (later we started with Adminstudio 10) and Orca
 Providing Weekly and monthly Citrix packaging report and coordinating with a client for team work status.
Associate-Software, Synechron Technologies Pvt. Ltd., India 03/2010 – 12/2010

IT Infrastructure Support, Desktop Application packaging, OS Upgrade & Production Maintenance

 Supporting and fixing Level 2 and Level 3 support calls related to Desktop applications logged by users.
 Assist in infrastructural upgrades related to Desktop, Network, Telephony and hosted servers.
 Administering Incidents and Changes due to Application production deployment and upgrade. It includes working
on problem IT incidents for recurring issues logged by users.
 Mentoring, cross-training fellow new-joiners as well as creating knowledge self-help documents for users.
 Infrastructural upgrades from Windows XP to Win7.
 Administering Incidents and Changes due to Application production deployment and upgrade.
Senior System Engineer, Infosys Technologies Ltd, India 06/2006 – 3/2010
Infosys Limited is an Indian MNC that provides business consulting, information technology and outsourcing services
with a market capitalization of $34.38 Billion.
Monitor and maintain Infosys computer systems and networks, installing, and configure computer systems, diagnose
hardware, software faults, solve technical and applications problems both in-person and remotely

 Managed incident SLA’s and responded with comprehensive technical support, identified problems, and solved
technical issues with a variety of diagnostic tools and technical documentation.
 Responsibility to investigate, troubleshoot, reproduce and resolve IT desktop, production support and applications
related problems, bug, error reported by end-users and providing IT support physically or via phone and email.
 Managing the packaging aspect of the in-house applications and its integrity with the entire application
 Reviewed, consulted and created technical documentation, guides and procedures which were useful for
resolution of technical issues. Also, reviewed issues and problems logged by users and propose a long-term
viable solution and knowledge artifacts for technical support analysts.
 Package Testing using different ways of distributions on different sets of environments and machines.
 Perform effort evaluation, daily task evaluation and work assignment for other resources in the module.
 Responsibility to investigate, troubleshoot and resolve application package problems, bug, error reported by end-
users ensuring full suite of IT tools functionality.
 Application packaging using iss scripts (Install-Shield), WISE packaging tool and AUTO IT scripts, Citrix
 Application repackaging techniques and handling MSI packages
 Production Support which involves around major and minor bug fixes, enhancement.
 Managing production support issues and assigned to developers and monitored that they are resolved efficiently
and closed on time.
 Training and Mentoring new team members on resource Allocations and Defect Prevention