Dinesh M

Incident and Escalation Manager

Apr 2024 - Present • 2 yrs 4 mos

As an Incident and Escalation Manager, I specialize in managing critical incidents, coordinating technical teams, and ensuring timely resolution of high-impact issues within enterprise IT environments. I act as the central point of coordination between technical teams, stakeholders, and business users to restore services quickly while minimizing business impact. My responsibilities include managing the complete incident lifecycle, from initial identification and impact assessment to resolution, root cause analysis, and post-incident reviews. I work closely with service desk teams, engineering teams, application owners, infrastructure teams, and external vendors to drive effective troubleshooting and ensure service availability. Key responsibilities and expertise include: • Managing high-priority and critical incidents according to ITIL best practices • Leading incident bridges and coordinating cross-functional technical teams • Performing impact analysis, prioritization, and escalation management • Ensuring timely communication with stakeholders during major incidents • Tracking incidents through ServiceNow and other IT service management platforms • Driving resolution by removing technical and operational blockers • Collaborating with engineering teams for root cause analysis (RCA) and corrective actions • Preparing incident reports, timelines, and improvement recommendations • Monitoring SLA compliance and ensuring timely service restoration • Identifying recurring issues and supporting problem management initiatives I have experience working in fast-paced enterprise environments where effective communication, decision-making, and coordination are critical. I focus on maintaining operational stability, improving support processes, and delivering a consistent customer experience. My approach combines strong technical understanding, analytical problem-solving, and stakeholder management skills to ensure critical issues are handled efficiently and professionally

IT Support Engineer

Feb 2019 - Mar 2024 • 5 yrs 1 mo

I am an experienced IT Support Engineer specializing in providing reliable technical support, troubleshooting, and IT infrastructure assistance for individuals and businesses. I have hands-on experience supporting users in enterprise environments, resolving technical issues, and ensuring smooth day-to-day IT operations. My expertise includes diagnosing and resolving hardware, software, operating system, and network-related issues. I provide remote technical support for Windows environments, application troubleshooting, Microsoft Office/Microsoft 365, email configuration, user account support, and system performance optimization. I have experience managing support requests, analyzing incidents, prioritizing issues, and delivering effective solutions while maintaining excellent communication with users. I focus on minimizing downtime by identifying root causes, implementing solutions, and providing clear guidance to users with different levels of technical knowledge. My technical capabilities include: • Remote IT support and troubleshooting • Windows desktop and laptop support • Software installation, configuration, and troubleshooting • Microsoft 365 administration and user support • Email setup and connectivity troubleshooting • Hardware diagnostics and peripheral support • Printer and device configuration • Network troubleshooting and connectivity support • LAN/WiFi setup and optimization • Router, switch, and network device configuration • Basic network design and simulation using Cisco Packet Tracer • IT documentation and knowledge sharing In addition to individual technical support, I provide flexible IT support solutions for small businesses that require reliable assistance without the cost of maintaining a full-time IT team. I can support ongoing technology needs, user issues, network improvements, and general IT operations. I believe in delivering professional, customer-focused support through clear communication.