Rohini Nankoo
Staten Island,NY
Summary
IT Lead with over 20 years of experience leading IT operations, infrastructure services, and enterprise migrations. Adept at managing high-performing teams, optimizing IT service delivery, and implementing scalable technology solutions that align with business goals. Team building with various business units while streamlining business processes and providing service delivery, while maintaining business relationships with multiple clients. A seasoned technology lead provides hands-on oversight to ensure comprehensive technical guidance. Expert in assessment and consulting over several years toward cultivating deployments, maintaining security and efficiency, and generating status reports. Dedicated leadership to determine technology effectiveness for the client.
Overview
19
19
years of professional experience
Work History
Technology Lead
Credit Agricole
New York, USA
01.2020 - Current
- Stakeholder White-glove IT support to executives; directed IT operations to optimize service delivery.
- Ensure that all incident and requests are updated accordingly and meets SLA.
- Coordinate with various teams regarding high priority incident issues.
- Provide business solutions and strategies to the management committee members.
- Security patches & vulnerability remediation; upgraded Ivanti Pulse VPN; removed obsolete software for compliance.
- MFA systems (Sign & Go, CMS) updates for international users; handled escalations for high-priority incidents.
- Asset management & IT governance; KPI reporting; BCP laptop deployment and user training.
- Android iPhone/iPad migration; AirWatch→Workspace MDM transition; CMDB/asset tag audit controls.
- Partnered with Compliance on device ethics policies; IT audit controls; Oracle Financials IT Purchase Orders.
- Data center equipment logistics; vendor & stakeholder management.
- Coordinate the shipping and delivery of IT Equipment via the data center.
- Process purchase order in ERP/ Oracle system.
- Coordinate with vendors for purchasing of IT equipment.
- Lead and manage the Apple Mobile IPhones/IPADS in the MDM environment.
- Monitor SLA Metric reports in Service Now.
- Coordinate within various departments within IT on Incident, Change, and problem Management.
- Ensure that all mobile phones/IPADS/Laptops are compliant with GRC.
- Ensure that all IT assets are accountable via audit controls.
- Test POC and UAT users testing in dev and pre prod environment.
Help Desk Manager (Consultant)
Fire Department
Brooklyn, USA
09.2018 - 03.2019
- Led a 12-person IT team; improved escalation processes; presented SLA/KPI metrics.
Help Desk Manager (Consultant)
NYC Housing Authority
04.2017 - 04.2018
- Managed IT support operations; Novell→Active Directory migration; partnered with security on vendor risk.
IT Coordinator
Nikos Air Conditioning
04.2014 - 03.2017
- Oversaw infrastructure; user training on security/compliance; backups; streamlined incident processes.
Help Desk Analyst & IT Coordinator
Scholastic Inc., MSK, Schroders Investment, others
01.2007 - 01.2014
- Enterprise app support; AD administration; support for healthcare/financial systems.
Education
Master of Science - IT Management
Western Governors University
Salt Lake City, UT09.2025
Bachelor of Science - Computer and Information Science
Brooklyn College, CUNY
01.2006
Skills
- IT infrastructure management
- IT project management
- Incident management
- Stakeholder communication
- Data analysis
- Technical troubleshooting
- Risk assessment
- Security compliance
- User training
- Team leadership and development
- Enterprise System Migrations
- Service Delivery Optimization
- Vendor & Stakeholder Management
- ITIL frameworks (incident, problem, change)
- API development
- Performance optimization
- Mobile application development
- Virtualization technologies
- Continuous integration
- Machine learning
- Software testing
- Technology governance
- Technology infrastructure optimization
- Technical leadership
- Documentation protocol design
- IT infrastructure management
- Network administration
- Cloud computing
- Team leadership
- Decision-making
- Recordkeeping
- Vendor coordination
- Quality assurance
- Friendly, positive attitude
- Teamwork and collaboration
- Interpersonal communication
- Multitasking
- Analytical and critical thinking
- Communication
- Supervision and leadership
- Attention to detail
- Task prioritization
- Data management
- Written communication
- IT governance
- Project management
- Business solutions
- Stakeholder coordination
- Helpdesk support
- Customer proposals
- Change management
- Application support
- Business process analysis
- Client relationship building
- Issue resolution/troubleshooting
- Requirements gathering
- Database management system software
- Hardware and software updates
- ITIL framework
- Process automation
- Automation support
- Excellent communication
Education And Certifications
Master’s Degree in IT Management, Western Governors University, 01/24, 09/25, Bachelor of Science in Computer and Information Science, Brooklyn College, CUNY, 01/06, 12/06, PMP Course Completion, EDUTRICKZ, 04/21, Help Desk Manager Institute Certificate, 01/24, LinkedIn Learning on AI Tools, 02/26
Timeline
Technology Lead
Credit Agricole
01.2020 - Current
Help Desk Manager (Consultant)
Fire Department
09.2018 - 03.2019
Help Desk Manager (Consultant)
NYC Housing Authority
04.2017 - 04.2018
IT Coordinator
Nikos Air Conditioning
04.2014 - 03.2017
Help Desk Analyst & IT Coordinator
Scholastic Inc., MSK, Schroders Investment, others
01.2007 - 01.2014
Master of Science - IT Management
Western Governors University
Bachelor of Science - Computer and Information Science
Brooklyn College, CUNY