Hi, I’m
Abhishek Deshpande
Puchong-Selangor
Summary
PMP-certified IT professional with 19 years of experience in Information & Communication Technology (ICT).Managing incidents professionally and writing accurate reports. Familiarity with emergency response plans, evacuationprocedures.Ensuring that contracted security services meet agreed-upon standards (SLAs, KPIs).Reacting quickly and effectively in high-pressure situations.The coordination of the product and associated ITIL processes, support and RACI.Specializes in Service Desk operations for 10 years and held a Team Leader role for 5 years. Currently serving as Team Leader for APAC Service Desk at Norma Group since May 2020,overseeing regional support operations and ensuring high service delivery standards. Also responsible for Office Manager duties at the ICT PFCC office in Malaysia, showcasing strong Organizational, coordination, and administrative skills.
Overview
19
years of professional experience
1
Certification
Work History
NORMA GroupPuchong
APAC Team Leader & Office Manager
05.2020 - Current
Job overview
- Lead, motivate, and manage a team of service desk agents, ensuring they provide excellent customer support and meet KPIs.
- Conduct regular performance reviews, provide feedback, and create development plans for team members.
- Provide coaching and training to enhance the technical and customer service skills of the team.
- Oversee the daily operations of the service desk, ensuring tickets are tracked, managed, and resolved efficiently.
- Monitor service desk metrics (e.g., response time, resolution time, first-call resolution) to ensure high-quality service.
- Team Leadership and Development
- Service Desk Operations
- Incident and Problem Management
- Continuous Improvement
- Reporting and Communication
- Tool and Technology Management
- Coaching and mentoring
- Teamwork and collaboration
- Performance improvement
- Analytical thinking
- Quality improvement
NORMA Products Malaysia Sdn. BhdPuchong
Sr. Service Desk Analyst
10.2017 - 04.2020
Job overview
- Provide consistent and reliable 1st level support (Track all incidents / Service request in Helpline and 100% availability of Service Desk during agreed SLA).
- Attend weekly call with Service Desk Manager located in Krakow, Poland.
- Document all actions in a log service ticket with the tool: Helpline.
- Resolve 80% of incidents within SLA time for the 1st level globally.
- Resolve 90% of service requests within SLA time for the 1st level globally.
- Consistently update and ensure all cases and communications are recorded throughout the process to reflect the status of the incident.
NORMA Products Malaysia Sdn. Bhd.Puchong
Service Desk Analyst
01.2015 - 09.2017
Job overview
- Attended the training for initial Startup for APAC Service Desk in Poland.
- Provided technical support for software and hardware issues to staff members.
- Collaborated with cross-functional teams to resolve complex IT problems efficiently.
- Assisted in the implementation of new IT policies and procedures across departments.
- Provided first-level technical support to customers with IT related issues.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Created documentation for frequently asked questions and how-to guides for end users.
NORMA Group India Pvt.Ltd.Pune
IT Specialist
01.2012 - 12.2014
Job overview
- Provided technical support for hardware and software issues across departments.
- Managed network configurations and ensured system security protocols were followed.
- Conducted regular system updates and maintenance to optimize performance.
- Supported the integration of new technologies to enhance operational efficiency.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
Denso Thermal Systems Pune Pvt.LtdPune
IT Executive
01.2011 - 12.2011
Job overview
- Developed IT strategies aligned with business goals for Denso Thermal Systems.
- Managed system upgrades and implemented new technologies to improve efficiency.
- Evaluated software solutions to enhance operational capabilities across departments.
- Directed cybersecurity initiatives to safeguard company data and infrastructure.
- Facilitated training sessions for staff on new IT tools and practices.
- Oversaw IT budget planning and resource allocation for optimal project execution.
- Created budget plans for IT operations and monitored expenditures against established budgets.
Varroc Polymers Pvt.LtdPune
IT Senior Officer
04.2006 - 12.2010
Job overview
- Provide IT Support for all Denso Users.
- Ensuring that 100% Server access and Network availability in the plant.
- Managing the Domain Controller and Data File Server.
- Installation and configuration of IT infrastructure, including servers and network devices.
- Managing and Administration of Active Directory Server, Windows 2003.
- Installed and configured ISA Server and ISA Proxy Clients in the plant.
- Assist the users for the MS Dynamics related issue and coordinate with the Italy team.
- Daily backup of file server on tape drive.
- Network Monitoring and Network Efficiency Analysis.
- Installation and upgrading of software/hardware as per requirement.
- Configuration and managing Security firewall called Sonic wall NSA 240.
- Configuration and administration of LAN, WAN, and maintaining network uptime at 100%.
- Support to SAP Users for access problem, printer problem, and SAP access through router.
- Configuration of Mail Setup through Proxy.
- Access of Netcore Mail Server.
- Configuration and Support to WAN Devices for WAP to the Roaming Users in the Plant.
- Involved in daily operations of the IT infrastructure.
- User Data Backup through NT Backup on DDS.
- Managed all managed and unmanaged switches and routers.
- Core team member for SAP implementation.
- Data transfer from Legacy system to SAP system.
- Setup of the entire IT Infrastructure for the new plant of Varroc Group.
Education
Asian School of Cyber LawPune,India
Diploma in Cyber Law
02.2008
Dr.BAMUAurangabad, India
BSL LLB
05.2005
JetkingAurangabad, India
Diploma in Hardware & Networking
05.2003
Skills
- Team Leadership and Development
- Service Desk Operations
- Incident and Problem Management
- Continuous Improvement
- Reporting and Communication
- Tool and Technology Management
- Coaching and mentoring
- Teamwork and collaboration
- Performance improvement
- Analytical thinking
- Quality improvement
- Project Management
- Incident management
- Conflict resolution
- Leadership
Certification
- Project Management Professional (PMP), PMI, 07/2025
- Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft, 01/2025
- ITIL v4 Foundation Certificate in IT Service Management, 09/2021
- Prince2 Practitioner Certificate in Project Management, 08/2019
- Cisco Certified Network Associate (CCNA), Cisco, 07/2019
- ITIL - Intermediate Service Operations, 07/2017
Timeline
APAC Team Leader & Office Manager
NORMA Group
05.2020 - Current
Sr. Service Desk Analyst
NORMA Products Malaysia Sdn. Bhd
10.2017 - 04.2020
Service Desk Analyst
NORMA Products Malaysia Sdn. Bhd.
01.2015 - 09.2017
IT Specialist
NORMA Group India Pvt.Ltd.
01.2012 - 12.2014
IT Executive
Denso Thermal Systems Pune Pvt.Ltd
01.2011 - 12.2011
IT Senior Officer
Varroc Polymers Pvt.Ltd
04.2006 - 12.2010
Asian School of Cyber Law
Diploma in Cyber Law
Dr.BAMU
BSL LLB
Jetking
Diploma in Hardware & Networking
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