TUSHAR SAXENA

Led comprehensive project management for IT infrastructure implementations, change management, and service delivery across retail stores, warehouses, and regional offices in the US, UK, and Canada. Implemented SDWAN, MPLS, Wi-Fi, Access Point, Cradle point, and 4G LTE technologies, reducing downtime by 15%. Supervised a team of network engineers, coordinating with vendors, ISPs, and property managers. Utilized project management tools such as JIRA, Kanban, and Confluence for effective project tracking and reporting.

Managed Major Incident Management and ServiceDesk Lead for Hardware, Software, AD, O365, and Networking issues following ITSM & ITIL measures. Led a team of 12 members for on-site and remote IT support. Managed Asset Management & Lifecycle for multiple locations and led platform upgrades from legacy Windows versions to Windows 10.

Handled Escalations and Incident management for Operating system, TCP/IP, Ethernet, LAN/WAN, Routers, and networks for clients in Canada and the United States. Worked on Warranty cost analysis, analyzing repeat dispatches and creating troubleshooting templates for the knowledge base.

Provided technical support and upselling to global customers on Microsoft OS, Application software, and Wired/Wireless Networks setup & Upgrade. Handled escalated technical issues and built a complete process of transition from Technical Sales to IT Support following ITIL measures.