Lokesh Lakshmipathy

System and Hardware Management Standardization and Deployment Troubleshooting and Support Maintenance and Monitoring IT Planning and Continuous Improvement

• Perform hardware diagnostics on computer equipment to ensure optimal performance and readiness for deployment.
• Maintain systems in proper working condition, replacing or repairing hardware as necessary.
• Load and configure operating systems, drivers, security patches, and user-specific software in line with deployment standards.
• Ensure seamless user data migration and profile configuration during system upgrades or replacements.
• Analyze system configurations and recommend appropriate hardware based on user requirements and job functions.
• Proactively identify and replace outdated equipment by generating lifecycle refresh reports.
• Develop and document build standards and instructions for system infrastructure, including physical and virtual servers.
• Deploy systems in accordance with established standards and documentation.
• Monitor and maintain inventory of IT assets to ensure they are in proper condition for deployment or disposal, depending on warranty status and hardware condition.
• Manage the safe and compliant disposal of obsolete or surplus equipment in coordination with vendors.
• Investigate, diagnose, and resolve issues related to hardware, software, and network connectivity reported through the ticketing system.
• Troubleshoot operating system, driver, and application-related issues.
• Conduct root cause analysis for recurring problems and implement corrective action plans.
• Analyze system logs and categorize frequent issues to identify and address common system or network faults.
• Perform routine system assessments to identify security vulnerabilities and compliance gaps, and take corrective actions to mitigate risks.
• Plan and execute scheduled system maintenance in coordination with stakeholders to minimize downtime.
• Respond promptly to outages and system incidents, ensuring swift restoration of services.
• Monitor the performance of servers and network infrastructure to ensure optimal availability and efficiency.
• Prepare schematic designs, technical specifications, and hardware parts lists; make procurement recommendations when needed.
• Propose and implement process improvements to enhance IT service delivery and adapt to evolving business requirements.
• Research and evaluate emerging technologies, providing recommendations on their potential benefits and integration into the client environment.

• Ensure seamless service delivery by monitoring day-to-day operational activities and addressing performance deviations proactively.
• Conduct daily and weekly meetings with operations teams to identify pain points, implement corrective measures, and improve process efficiency.
• Maintain frequent communication with management through weekly reviews, sharing key highlights, challenges, and progress updates.
• Lead, motivate, and guide team members towards the achievement of performance goals and service excellence.

• Track and analyze team performance metrics, ensuring alignment with service level agreements (SLAs) and quality benchmarks.
• Generate and deliver regular reports, including Daily/Monthly Performance Reports, Weekly Status Reports (WSR), Monthly Service Reviews (MSR), and Quality Reports to clients and stakeholders.
• Take ownership of SLA trend analysis to identify underperforming individuals or processes impacting service metrics, and initiate improvement plans.

• Collaborate with the quality team to conduct root cause analysis on recurring issues and implement preventive actions.
• Manage customer escalations effectively, ensuring timely resolution and continuous improvement in service delivery.
• Provide feedback and facilitate training sessions for associates to strengthen customer service skills and performance on critical parameters.

• Identify and recommend opportunities for service enhancement such as contact reduction, automation, and workflow optimization.
• Engage in bi-weekly discussions with the governance team to drive initiatives including proactive problem management, shift-left strategies, and service optimization.
• Communicate with stakeholders regarding SLA impacts caused by outages or infrastructure-related anomalies, ensuring transparency and accountability.

• Take ownership of backlog management by addressing long-standing open tickets to improve Mean Time to Resolution (MTTR) and overall service efficiency.