Deepak Gungaram

IT professional with eleven years of skilled experience focusing on office organisation, analytical thinking, service delivery and keeping everyone & systems up to date with technology. Diplomatic and adept at managing sensitive situations. Additional experience has been gained in the areas of staff responsibility, leadership, and project management

Led IT service desk duties impacting 1,500+ end-users globally for Ocorian — managed seven service desk agents and prioritized complex service requests.

Elevated client satisfaction ratings and exceeded KPIs — assessed network conductivity issues & data loss and troubleshot hardware & software failures.

Managed IT service vendors and ensured meeting of performance targets — oversaw Tier 3 escalations, delegated on-site service requests and directed execution.

Contributed to large-scale deployments and supported business modernization efforts — deployed mobile stations & workstations, cloud systems and data servers.

Contributed to business continuity plans for clients during COVID-19 — oversaw the design of LAN infrastructure and the deployment of remote workforce technologies.

Spearheaded transitioning to cloud computing to create redundancies — supervised data migration to CryoServer to ensure real-time email access to global teams.

Advanced Diploma in Computer Science — West London College     

Diploma in Information Technology — International Quality Network 

ITIL V4 Foundations Training

CCNA, Certified Cisco Network Associate & Security+ — Cisco

MCSA, Microsoft Certified Solutions Associate — Microsoft

Technology Skills: MS Office Suite 365, MS Active Directory, MS Intune, MS SCCM, Virtualization (VMWare, MS Hyper-V), Cloud Computing (AWS, MS Azure), Cisco Business Manager, Ticketing Management System (Service Desk), Mobile Device Management (MS Intune, Mobile Iron), CRM (Salesforce), CryoServer, Sophos Central, Citrix