Darshan M

Self-Employed

Freelancing Career • Freelance

Dec 2023 - Present • 2 yrs 5 mos

Led IT operations and managed enterprise-level email infrastructure for large-scale environments. • Managed email systems, user administration, and incident resolution • Supervised technical teams and ensured SLA compliance • Implemented monitoring tools and improved system performance • Handled escalation management and critical issue troubleshooting • Strengthened email security protocols and infrastructure reliability

IT Operations Manager

Infosys

Jul 2021 - Dec 2023 • 2 yrs 5 mos

As Operations Manager at Infosys, led day-to-day client operations, - Supervised Teams providing guidance, support and mentorship to foster performance and collaborative environment. - Provided guidance on technical and process issues, including Google Workspace: Email specific case to case management, Message routing and associated troubleshooting, Message Hygiene Technologies - Managed backlog and ensured timely closure of cases. - Oversaw escalation management, monitored performance metrics, and implemented queue management for SLA adherence.

IT Manager

Avenue Supermarts • Fulltime

Nov 2015 - Apr 2021 • 5 yrs 5 mos

Spearheading E-Mail Management entailing: - Google G-Suite Administration, On-premise -Mailing Solution - Message routing and associated troubleshooting - Message Hygiene Technologies SPF, DKIM and DMARC - Intermediate knowledge of Prevention of Spam, Phishing and Malware - Mobile Device Management- Google MDM, ManageEngine and Cipherlabs WMDS - Managing Archival Solution ➢ Participated in PoC’s for other MDM solutions like SOTI, ManageEngine and Email Security like Cisco's Cloud Email Security. ➢ Creating, developing and maintaining SOPs for the subject ➢ Administering Datacenter Management, related Projects & Datacenter Migration Implementation ➢ Monitoring Tool Management – SolarWinds & ManageEngine OPmanager for effective IT Service Delivery