Open to opportunities

Shubham Nand

@shubhamnand

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Experienced Team Lead specializing in IT support and management.

India

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and challenges my technical skills.

As a dedicated Team Lead at LTIMindtree, I have honed my leadership skills by managing a team of 10, ensuring effective communication and performance tracking. My role involves regular client interactions, where I provide updates on key performance indicators and prepare comprehensive business performance reports. I excel in incident and change management, ensuring smooth operations and minimal downtime.

My technical expertise spans across various platforms, including Office 365, Dropbox, and Zendesk, where I administer user accounts, manage licenses, and provide training sessions to end-users. I have successfully implemented security policies and compliance measures, enhancing the overall efficiency of our IT services. My commitment to knowledge management has led to the creation of a user-friendly knowledge base that significantly improves service quality and reduces resolution times.

Throughout my career, I have received multiple recognitions for my dedication and customer satisfaction, including 12 RnR awards at LTIMindtree and 8+ RnR awards at British Telecom. I am passionate about leveraging my skills to drive team performance and enhance user experience in IT support.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

LTIMindtree

Feb 2021 - Present (4 years 3 months)

Led a team of 10, managing tasks and providing feedback. Responsible for client communication, reporting on KPIs, and incident management. Administered Office 365, Dropbox, Adobe, and MS Teams, ensuring user support and compliance. Oversaw knowledge management and asset management, improving service quality and efficiency.

Team Leadership Incident Management Office 365 Zendesk Knowledge Management Asset Management Reporting Change Management User Support Communication

Associate IT Support Engineer

British Telecom

Jan 2019 - Feb 2021 (2 years 1 month)

Managed global access including user account creation and mailbox enabling. Provided hardware support and handled major incidents. Worked with SCCM for updates and provided floor support for new hires, ensuring efficient incident management.

Account Management SCCM Incident Management Change Management Windows OS Mobile Device Management Team Coordination Process Improvement

Analyst

HCL Technologies Ltd.

Sep 2017 - Jan 2019 (1 year 4 months)

Monitored IT helpdesk and managed escalations for top management. Provided access through Active Directory and coordinated with onsite teams for issue resolution. Troubleshot various devices and served as the single point of contact for technical needs.

Active Directory Technical Support Troubleshooting Coordination Escalation Management Communication Desktop Support

Consultant

Sutherland Global Services

Jul 2016 - Aug 2017 (1 year 1 month)

Provided technical support for AT&T ConnecTech, assisting users with desktop issues, OS, and networking. Managed remote access for troubleshooting and supervised the support floor, ensuring high-quality service delivery.

Technical Support Remote Access Desktop Support Networking Customer Service Communication Problem Solving User Support

Education

Degrees, certifications, and relevant coursework

Karunya University

Bachelor of Electronics and Communication Engineering, Electronics and Communication Engineering

2016 -

Completed a Bachelor of Electronics and Communication Engineering, focusing on the principles of electronics, communication systems, and signal processing.

P S B Polytechnic College

Diploma in Electronics and Communication Engineering, Electronics and Communication Engineering

2013 -

Completed a Diploma in Electronics and Communication Engineering, gaining foundational knowledge in electronic circuits, communication systems, and practical engineering skills.