Ravikant Patil

Manage a portfolio of 15+ enterprise clients and lead 60+ engineers, maintaining 90% CSAT and 95% SLA compliance. Drive ITIL-aligned incident/problem/change management, RCA and CAB coordination, and support VDI and cloud environments including Citrix, VMware, Accops, and Azure.

Increased customer satisfaction by 30% within three months by analyzing service gaps and implementing targeted process improvements. Reduced process resolution time by 50% by re-engineering IT incident and escalation workflows, while leading a team of 5 IT professionals.

Monitored day-to-day escalations with service desk analysts while ensuring adherence to ITIL processes and improving operational efficiency. Coordinated internal IT projects and networking implementations using Cisco technologies.

Led project delivery for enterprise clients, managing concurrent networking implementation work from kickoff through delivery. Ensured ITIL process adherence for incident/problem/change management and maintained SLA compliance across projects.

Reduced equipment downtime by 15% by streamlining spare-parts coordination with vendors including Emerson, Sukam, and Quanta. Improved ticket closure rates by 20% through engineer follow-up, workload balancing, and performance reporting for regional heads.

Served as SPOC for vendor management and ensured SLA-compliant issue resolution across multiple vendors. Performed root cause analyses for escalated issues, maintained a vendor performance matrix, supported vendor SLA design, and trained new vendor coordinators.

Coordinated with engineers for efficient issue resolution and managed ticket distribution. Handled ticket updates and prepared daily service reports to support operational tracking.

Led a team delivering internet connectivity support with minimal downtime for end users. Deployed antivirus solutions and managed VIP user escalations to strengthen customer security posture.

Bachelor of Commerce (B.Com) from the University of Mumbai, completed in 2009.