Open to opportunities

Manoj Dey

@manojdey

Message

Experienced IT Support and System Administration lead driving SLA improvements and service quality.

India

Message

What I'm looking for

I seek roles where I can lead IT support teams, improve SLAs and CSAT, manage transitions, and drive operational efficiency in a collaborative, customer-focused environment.

I am an IT Support and System Administration professional with 10+ years delivering end-user support, managing IT operations, and leading regional teams to improve SLA performance and customer satisfaction. I specialize in Windows desktop and basic server support, MECM/SCCM OS deployments, Office 365 administration, ticketing/ITSM processes, and asset management.

As a Team Lead, I improved regional CSAT by 25%, reduced incident backlog by 35%, and increased SLA compliance by 20% through process improvements, targeted training, and optimized engineer allocation. I take a customer-first approach, focus on operational efficiency, and serve as an effective SPOC for transitions and vendor coordination.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Eastern Region

Current

VDA Info Solution Pvt. Ltd.

Dec 2017 - Present (8 years 1 month)

Led IT support for the Eastern Region, improving CSAT by 25% and increasing SLA compliance by 20% through process improvements, team training, and optimized engineer allocation.

IT Support ITSM SLA Management Team Leadership Office 365 Asset Management Incident Management

FMS Engineer

PCS Technology Pvt. Ltd.

Jun 2015 - Dec 2017 (2 years 6 months)

Provided L1/L2 support for OS, Office 365, SAP and networking, achieving 95% of tickets resolved within SLA and reducing hardware downtime by 40% via vendor coordination.

Office 365 Ticketing Systems Hardware Support