Gaurav Patel
Technical Architect @Tata Consultancy Services
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WORK HISTORY
Technical Architect @Tata Consultancy Services
Hyderabad, IN
Project: DWS/EUC Services & Telephony OperationsClient: NESO (National Energy System Operator)Duration: Sep 2025 – Present (Location: Hyderabad, India)Role: Technical IT Operations & Unified CommunicationsSummary:Technical Lead with expertise in enterprise IT operations and unified communications. Managed End User Computing (EUC) services and telephony operations, ensuring high availability and operational control. Successfully completed tower transition, reduced backlogs, and supported strategic initiatives for IT governance and license optimization. Skilled in Microsoft Teams, Emergency Response Systems, SAM, HAM, Digital Workplace Services (DWS), and Microsoft Teams Rooms (MTR).Key Achievements:• Managed EUC services and telephony operations, ensuring seamless user experience.• Completed tower transition, reducing backlogs and stabilizing operations.• Optimized RingCentral license usage by customizing profiles, lowering costs.• Maintained high availability for Microsoft Teams and Emergency Response Systems.• Supported SAM, HAM, DWS, and MTR initiatives to enhance operational efficiency.Core Skills:• Enterprise IT Operations• Unified Communications• End User Computing (EUC)• Telephony (Microsoft Teams, RingCentral)• Emergency Response Systems• SAM & HAM Management• Digital Workplace Services (DWS)• Microsoft Teams Rooms (MTR)• License Optimization & IT Governance• Operational Control
EDUCATION
Motivational Pathway
B.Tech, Information Technology
Utter Pradesh Technical University
B. Tech(2007), Information Technology
SKILLS
ABOUT GAURAV PATEL
Innovative Technical Architect and GenAI Leader with over 18+ years of global experience in Enterprise IT Operations, Unified Communications, and Digital Workplace Services. Driving transformation through Generative AI solutions, Agentic AI frameworks in ServiceNow, and automation strategies that enhance operational efficiency and user experience.Proven track record in zero-downtime migrations, large-scale telephony deployments, and network modernization projects across industries, including energy, manufacturing, pharmaceuticals, and consulting. Skilled in Cisco UCCE/IPT, Microsoft Teams Telephony, Cloud RingCentral, SD-WAN rollouts, and ITIL-based service management.Recognized for leading global teams, implementing AI-driven workflows, and aligning technology with business objectives to deliver measurable outcomes. Passionate about leveraging GenAI and Agentic AI to create intelligent, adaptive IT ecosystems that empower organizations to scale securely and efficiently.Core Expertise: GenAI Leadership & Strategy ServiceNow Agentic AI Implementation Enterprise IT Operations & Governance Unified Communications & Telephony (Cisco, Avaya, Microsoft Teams, RingCentral) Digital Workplace Services (DWS) & End User Computing (EUC) Network Infrastructure & SD-WAN Deployment Data Center Migration (Zero Downtime) IT/OT Device Support & MDM (Microsoft Intune) Incident & Problem Management (RCA, Escalations) Workflow Automation & Process Optimization
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