Dushyant Singh Chauhan
Attleboro,MA
Summary
Seasoned technology and business leader with over 21 years of experience in IT governance, global service delivery, datacenter services, application services, automation, cloud transformation, and project management. Excels in developing strategies within fast-paced, customer-focused environments to drive organizational growth and foster innovation. Expertise includes IT infrastructure management, Azure cloud computing, Windows Server, Power BI, Microsoft SQL, SharePoint, PowerApps, automation tools (iAutomate & SCORCH), ServiceNow ITSM, service desk management, team leadership, process optimization, ITIL implementation, and stakeholder management. Tireless Service Delivery Manager with talent for assessing client needs and developing solutions that promote business opportunities. Proven track record as a decision-maker and successful mentor for project milestones. Exceptional client relationship building skills contribute to overall success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
HCL Technologies
06.2014 - Current
- IT Infrastructure Service Delivery Management (Managed Data Center Services, End Users Services)
- Accountable for service delivery aligning with the agreed Master Service Agreement (MSA), Statement of Work (SOW), and Service Levels as per contracts
- Successfully managed multiple complex service contracts and relationships, with an overall contract value of $7-10 million
- Oversaw the end-to-end delivery of IT infrastructure managed services for multiple clients
- Managed a team of service desk and IT professionals, ensuring adherence to SLAs and client satisfaction
- Spearheaded automation initiatives, resulting in a 30% reduction in manual efforts
- Implemented ServiceNow ITSM modules, streamlining incident, problem, and change management processes
- Delivered advanced reporting solutions using Power BI and SQL, facilitating data-driven decision-making
- Led cloud migration projects, transitioning critical services to Physical to Azure platforms
- Collaborated with stakeholders to define service objectives and consistently exceed performance targets
- Directed IT infrastructure operations across diverse platforms, including Windows servers and SharePoint
- Optimized server performance, achieving a 20% reduction in downtime
- Managing over 50 FTEs directly and indirectly, creating backup and cross-training plans
- Collaborating with leaders on career development, performance management, feedback, and training
- Skilled in delivering monthly operational and quarterly business reviews, tracking costs, and vendor management contracts
- Proficient in reporting, planning, and auditing
- Setting team goals, delegating tasks, and ensuring accountability
- Producing project trackers, financial reports, and mitigation plans for leadership
- Identifying workflow and resource issues within organizational systems
- Developing and assessing service improvement plans with clients
- Creating action item roadmaps, providing budgeting and planning analysis, and supporting RFPs and negotiations with sales
- Managing profitability, budgeting, P&L, and customer relationships
- Overseeing quality control, IT delivery standards, PMO, and transition programs
- Transforming Staff Augmentation into Managed Services and managing Cloud COE team
Application Support Associate
Royal Bank of Scotland
10.2011 - 05.2014
- Managed multiple towers – Service Desk, Network Voice, IT Data center
- Administered SharePoint 2007, SharePoint 2010, SharePoint 2013, and SharePoint Online environments
- Conducted testing on new releases provided by developers and handled escalation issues for support
- Managed migrations from SharePoint 2007 to SharePoint 2010
- Migrated SharePoint 2007 sites from a small farm environment to a medium farm
- Deployed Microsoft Best Practices and created corresponding farm structures
Associate Consultant
HCL Technologies
02.2009 - 10.2011
- Administration on SharePoint 2007, SharePoint 2010 and SharePoint 2013 and SharePoint Online environments
- Testing on new releases provided by developers
- Handling escalation issues for support
- Working on Migration on SharePoint 2007 and SharePoint 2010
- Migrate SharePoint 2007 sites from small farm environment to Medium farm
- Deploy Microsoft Best Practices and creating farm accordingly
- Experience in reporting, planning, and auditing
- Owns and drives performance management activities in the team by setting goals and delegating work to colleagues: holding them accountable for the delivery to agreed deadlines
Microsoft SharePoint Consultant
Wipro Technologies
04.2008 - 02.2009
- Administered and optimized SharePoint environments, including versions 2007, 2010, 2013, and SharePoint Online
- Conducted thorough testing of new releases, resolved escalation issues, and executed seamless migrations across SharePoint versions while adhering to Microsoft Best Practices for farm configurations
- Delivered expert-level technical support as a Microsoft partner, resolving SharePoint-related issues within defined ticket scopes
Network Administrator
ST Infosys
08.2007 - 03.2008
- Desktop Support, Windows Administration
- Configure the DNS and DHCP server for production environment
- Set up and assign permissions with Active Directory for files and folders
- SharePoint backup and restoration strategy
- Maintaining SharePoint Performance
- File Server management, User management, and shared the resources on TCP/IP environment
Network Administrator
Netrique
11.2005 - 04.2007
- Managing BPO Infrastructure with Windows, Linux, and CISCO Voice base router
- Soft Phone configuration managing Active Directory for files and folders in 2000 advanced server environment
- File Server management, User management, and shared the resources on TCP/IP environment
- Desktop Support, Windows Administration
- Configure the DNS and DHCP server for production environment
- Set up and assign permissions with Active Directory for files and folders
Education
BSc - Mathematics
University of Rajasthan
PGDIT - undefined
SMU
PGDTT - undefined
SMU
Skills
- IT Governance
- Business Relationship & Contracts Management
- Vendor Contract Management
- Global Service Delivery
- Strategy Planning
- Budgeting & Cost Flow Optimization
- SLA Implementation
- Project & Program Management
- Profit & Loss Management
- Risk & Compliance Mgmt
- Project implementation
- Client relationship management
- Customer satisfaction
- Incident management
- Quality monitoring
- Project creation
- Mentoring and training
- Workload management
- Training and coaching
- Third-party contracts
- Service desk oversight
- Billing & invoicing
- Change and Problem Managment
Accomplishments
- Collaborated with multiple team members bring automation in production to reduces ServiceDesk 25 % workload by integrating ServiceNow & Microsoft Orchestrator
- Achieved 46% margin growth by implementing cost reduction measures.
- Supervising team of 52 staff offshore and onsite members which including senior managers and track leads
- Generated $1.2 million new business opportunity along with renewal of contract for next 5 years
- Achieved 100% client satisfaction last 3 years by introducing value adds, service improvements and proactive risk assessments
Certification
- Certified in Project Management (PMP)
- Azure Training
- Situational Leadership (Ken Blanchard) Workshop
- Business Continuity Management
- ITIL V3.0
Phone
+1 508-964-1246, +91 9999064222
Personal Information
- Passport Number: T2588300
- Father's Name: Shri Raghu Raj Singh
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Visa Status: H1 B Valid (2027)
Languages
Hindi
Native or Bilingual
English
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Manager
HCL Technologies
06.2014 - Current
Application Support Associate
Royal Bank of Scotland
10.2011 - 05.2014
Associate Consultant
HCL Technologies
02.2009 - 10.2011
Microsoft SharePoint Consultant
Wipro Technologies
04.2008 - 02.2009
Network Administrator
ST Infosys
08.2007 - 03.2008
Network Administrator
Netrique
11.2005 - 04.2007
PGDIT - undefined
SMU
PGDTT - undefined
SMU
BSc - Mathematics
University of Rajasthan
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