Kartik Patel

• Manage multiple 24 x 7 operations centers • Manage Support Administrations • Create documentation and work instructions in a comprehensive ITIL implementation • Maintain high security HIPAA compliant Datacenters • Implement guideline for NOC to engineering escalation procedures • Successful overh

• Manage 24 x 7 Help desk / Command center / NOC • Address high severity tickets to meet strict SLAs • Strive for first call resolution on 95% of inbound calls • Maintain strict SLAs for internal and external client commitments • Turn a failed Help desk into a productive first call resolution Comman

• Managed project to deploy Windows XP, PC upgrades and data migration for Wachovia Securities Corporation. • Performed HP Servers rollouts running VMware ESX, 2003 Terminal Services with Citrix Meta frame, for remote access and thin client access. • Cisco router / switch installation & configuratio

• Managed project to roll out Windows XP, Office XP, PC upgrades, and data migration for Exelon, Johnson & Johnson, and AstraZeneca • Created disaster recovery plans for clients • Managed Helpdesk restructure team to provide value added support for IBM’s large business clients. • Software support f