CV Venkatesh User
@cvvenkatesh
Service-first IT Operations leader with 17+ years delivering reliable infrastructure, ERP operations, and ITIL service excellence.
IndiaWhat I'm looking for
I’m a service-first IT Operations leader with 17+ years delivering end-user support, infrastructure reliability, and ERP operations across multi-site manufacturing environments. I serve as a primary point of contact for 900+ end users across 8 sites, sustaining 99.5% uptime with zero critical outages and zero security incidents.
I’m ITIL v4 certified, with deep expertise in incident management, change management, problem management, and stakeholder communication. I standardize escalation workflows, proactively monitor systems, and maintain structured SLA adherence so leadership and users experience dependable, measurable service.
I’ve driven enterprise digital transformation from Tally to NetSuite for 900+ employees, pairing the rollout with user-friendly training and step-by-step guides to enable smooth adoption. I also reduced support ticket volume by 30% by authoring 25+ standardized SOPs and delivering quarterly training that improved first-call resolution and KPI performance.
I design for resilience and security—architecting disaster recovery and business continuity solutions protecting 15TB+ data with RPO: 15 min, RTO: 4 hrs, and 100% recovery rate. I administer Google Workspace and Microsoft 365, manage Windows/macOS and MDM environments, and implement ISO 27001-aligned security with MFA/SSO and strong identity & access management.
Experience
Work history, roles, and key accomplishments
Head of IT Operations
Global Leathers
Jul 2022 - Present (3 years 11 months)
Led end-user support and infrastructure operations for 900+ users across 8 sites, sustaining 99.5% uptime with zero critical outages and zero security incidents. Drove ERP transformation from Tally to NetSuite and reduced support ticket volume by 30% through 25+ SOPs and quarterly training.
Senior IT Administrator
Global Leathers
Apr 2017 - Jun 2022 (5 years 2 months)
Managed end-to-end IT support for 50+ users and improved availability to 98% with zero critical outages, reducing MTTD from 45 minutes to under 10 minutes. Streamlined onboarding by 75% and built Veeam-based disaster recovery protecting 15TB+ data (RPO 15 min, RTO 4 hrs).
Systems Administrator
Leather Crafts India
Dec 2012 - Mar 2017 (4 years 3 months)
Served as the sole IT administrator for 25+ users across 3 manufacturing units, sustaining 99% uptime and improving user satisfaction. Reduced onboarding from 2 days to 4 hours via standardized imaging and cut email downtime by 90% after migrating to cloud.
IT Support Executive
AB Sales Corp
Apr 2012 - Nov 2012 (7 months)
Provided end-to-end IT support for sales and billing operations, troubleshooting POS systems, inventory software, and printers. Maintained MIS reports and ensured data accuracy across billing, stock, and dispatch modules.
IT Training & Accessibility
National Institute for the Visually Handicapped
Jan 2009 - Mar 2012 (3 years 2 months)
Trained 180+ visually impaired learners on JAWS and NVDA assistive technologies, achieving an 85% independent usage rate. Designed an accessible curriculum and maintained a 20+ workstation lab with 100% readiness.
Help Desk Technician
IT Support
Dec 2007 - Dec 2008 (1 year)
Resolved 30+ tickets daily in a high-volume help desk environment, exceeding team average by 15% while maintaining 98% end-user satisfaction through strong first-call resolution. Managed recurring issues to ensure timely resolution and stable operations.
Education
Degrees, certifications, and relevant coursework
Meenakshi Krishnan Polytechnic
Diploma, Electronics & Communication
2007 -
Completed a Diploma in Electronics & Communication at Meenakshi Krishnan Polytechnic in Chennai starting April 2007.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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