Bilal Palbalkar

Optimized IT Support services by restructure IT Organization and realign teams to improve response time for overall workplace experience including walk up and helpdesk support, desktop support and Executive Support; implement new conferencing equipment to streamline hybrid audio and visual conference for local to large meetings and in office meetings; deliver efficient protection of Information Security Services by improving processes and implementing training throughout the organization.

• Change Management - Implement a Change Advisory Board to manage, document and approve technical changes to prevent outages and provide better customer service for end users.
• Prepared and administered the departmental budget and forecasting for Corporate IT.

SaaS Tool Improvements

• FreshService - Improved overall department SLA by streamlining workflows and implementing ticket automation. Updated service catalog to improve data reporting and metrics. Implemented User Self-service Bot and Portal to improve customer service.
• CrowdStrike - Leverage vender to provide assistance with threat detection and prevention.
• InTune - Streamline zero touch deployment for Windows devices for remote deployment.
• Space Management Platform - Implemented Kadence tool for Hybrid work environment services.
• IT Stewardship Program - Build an IT Stewardship program to work closely with the user community to test deployment of tools, software, and hardware.
• Knowledge Retention and Department Communication - Improved knowledge base within FreshService for internal support staff and external staff members for self-service.

• Developed cross-functional relationships with other departments to better understand their technology needs and deliver tailored solutions that supported business objectives.
• Implemented a robust IT governance framework that ensured compliance with industry regulations, reduced risks, and improved overall system security.
• Spearheaded the adoption of advanced analytics tools within the organization, enabling data-driven decision making and increased competitive advantage.
• Implemented an effective data backup and disaster recovery plan to minimize potential losses due to unforeseen events or security breaches.
• Optimized IT budget allocation by identifying cost-saving opportunities and reallocating resources towards high-impact projects.
• Streamlined IT operations by implementing efficient processes and automation tools, leading to reduced downtime and improved productivity.
• Fostered a culture of collaboration within the IT team through regular meetings, open communication channels, and cross-functional project engagements.
• Developed a comprehensive IT strategy aligned with business objectives to support organizational growth and drive innovation.
• Oversaw the selection, implementation, and integration of new enterprise software applications that streamlined business processes across multiple departments.

Organizational Improvements.

• User lifecycle management with BetterCloud and Okta automation processes.
• Improved Workplace User Experience by 75% with transition to Jira as an ITSM tool.
• Streamlined IAM by implementing SSO and MFA with Okta to streamline IAM.
• Zero-Touch deployment for Windows and Mac Devices with JumpCloud - MDM.
• Implemented ITAM to track the lifecycle of over 800 devices including MacBooks and Dell Laptops.
• Streamline Incident Management process for IT Outages.
• Prepared and administered the departmental budget and forecasting for Corporate IT.
• Review security audits from Google Workspace, JumpCloud and Drata to prepare for SOCII reviews.

• Managed risk assessments during project planning phases, proactively mitigating potential issues before they arose during execution stages.
• Designed innovative engineering solutions, leading to patents and industry recognition.
• Optimized resource allocation, effectively managing budgets and manpower for multiple simultaneous projects.
• Enhanced overall team productivity with continuous training and mentoring of junior engineers.
• Conduct system audits and review reports from Google Workspace, CRM, JumpCloud, JAMF and security audits to ensure IT Operations maintains PCI and UL Compliance.
• Implemented Oomnitza for ITAM to manage device lifecycle of over 6000 MacBooks, Chromebooks, Dell laptops, hardware and software.
• Implemented JAMF for ZeroTouch Apple Device deployments.
• Improved onboarding and offboarding policies and procedures.
• Run reporting and create data visualizations for leadership to track user experience, tickets and SLA via Tableau.

• Support business process by providing Gap Analysis (FIT GAP) or Proof Of Concept (POC) activates to identify.
• Client specific business process improvements and potential client system and service enhancements.
• Conduct User Acceptance Testing (UAT) and System Testing (ST) on behalf of Clients and Partners.

• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
• Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
• Improved network efficiency by implementing new server configurations and optimizing system operations.
• Manage and successfully deliver high level projects 1. Windows 10 and Mac osX Migrations; 2. Zoom Conference. Room Implementation; 3. Okta VPN Implementation; 4. FreshService Catalog Improvements; 5. Tableau Dashboard and Analytics for better reporting.

• Manage, execute, and successfully complete high-level projects with white glove service for 1. Multi-Factor Authentication for 800 users; 2. Manage Windows 10 Deployment Project for 6 Capital One locations and over 800 users spread across USA, Canada and Europe; 3. Mitigate G-Suite Migration Training; 4. Implementation of ServiceNOW Ticket Portal in Self-Service for Executive Support; 5. Streamline moves for over 400 Executives to new HQ in McLean.
• Lead Boots on the Ground Project in McLean 1 for G-Suite Migration Support to provide hands on troubleshooting to over 300 Executives and their Administrative Staff.
• Manage ServiceNOW Ticket reporting on a monthly basis for IT Leadership.

• Streamlined helpdesk operations by implementing effective ticket management systems and prioritizing urgent requests.
• Championed data backup strategies to safeguard critical information from loss or corruption, ensuring business continuity in the event of unforeseen circumstances.
• Developed training materials to facilitate user adoption of new technologies, improving overall productivity levels.
• Created custom scripts to automate repetitive tasks, increasing efficiency within the desktop support team.
• Improved system stability with consistent software updates, patch installations, and routine maintenance tasks.
• Established clear lines of communication between end-users and IT staff members, promoting transparency in reporting procedures and expectations surrounding response times.