Dhanush Patel

Delivered onsite technical support for POS systems, AV equipment, desktops, laptops, printers, and mobile devices across multiple high pressure sites such as GTECH Stadium, Training Ground, B Team Stadium, Head Office.

Acted as team leader, facilitating communication between key stakeholders and team members.

Anticipated operational requirements, managing resources effectively to maintain efficiency.

Liaised with vendors and service providers to resolve technical issues promptly.

Served as escalation point for 1st, 2nd, and 3rd line support, ensuring adherence to SLAs.

Managed solutions via Azure and Intune for efficient cloud-based device management.

Provided 3rd line support for all infrastructure related equipment such as networking and VMware.

Trained Onsite Support Engineers, enhancing their technical capabilities and performance.

Provided comprehensive IT support for a leading biopharmaceutical company specializing in CAR T-cell therapies, operating within GxP-regulated environments including GMP cleanrooms. Played a key role in supporting critical laboratory infrastructure and operational technology systems across R&D and QC labs, as well as corporate functions. Actively contributed to audit readiness and compliance initiatives, supporting Autolus through commercialization milestones.

Key Responsibilities & Achievements:

1. Infrastructure & Network Administration:

• Designed, updated, and maintained detailed rack diagrams and network topology documentation.
• Performed network configuration tasks including static IP assignment, DHCP reservations, VLAN setup, and basic firewall rule administration (FortiGate, Sophos).
• Applied knowledge of TCP/IP, OSI Model, and network segmentation principles to support secure lab and corporate IT infrastructure.

2. Operational Technology (OT) Deployment:

• Installed and configured OT systems across regulated environments including R&D and QC labs.
• Deployed specialized lab software and hardware such as NiceLabel printing solutions and Lippke testing systems.
• Coordinated account creation, application access, and compliance testing for lab equipment prior to deployment.

3. Systems Administration & M365 Environment:

• Administered Microsoft 365 applications including Exchange Online, Teams, SharePoint, and OneDrive.
• Managed Active Directory, including user provisioning, Group Policy management, and access control.
• Authored internal documentation and knowledge base articles to standardize processes and support scalability.

4. AV & Collaboration Tools Support:

• Deployed and maintained AV solutions in meeting rooms using Microsoft Teams Rooms, Zoom, Webex, and Barco ClickShare.
• Supported hybrid meeting setups and ensured reliable connectivity and equipment performance.

5. Incident Management & Mentorship:

• Acted as escalation point and senior engineer during Priority 1 incidents, ensuring swift resolution under high-pressure conditions to minimize business disruption.
• Provided mentorship and technical guidance to junior engineers and new team members.

6. Asset & Vendor Management:

• Coordinated with third-party vendors for equipment procurement, installation, and support.
• Monitored IT assets and software licensing compliance using tools like LogicMonitor and the HEAT/ServiceNow ticketing system.

Projects:

1. Assisted in the technological deployment for the development of a new nucleus facility and cleanrooms:

• Workstation Configuration & Deployment: Led the configuration and deployment of over 200 workstations, encompassing setup of hardware (monitors, mice, keyboards) and installation of necessary software environments for operational readiness.

• Network & Infrastructure Setup: Mounted and configured servers, KVM switches, and firewalls within newly established communication rooms, ensuring optimal performance and secure network connectivity.
• OT Surface Pro Tablet Provisioning: Built and configured OT Surface Pro tablets for Quality Control (QC) and Cleanroom operations, performing manual domain joins to the OT network while eliminating non-essential bloatware applications to ensure system integrity and compliance.
• IT Surface Pro Provisioning with Azure: Utilized Microsoft Azure, Intune, and Autopilot for the configuration and deployment of IT Surface Pro devices, streamlining device management and ensuring secure, efficient provisioning aligned with organizational policies.
• OT Laptop Build for QC Instruments: Configured OT laptops specifically tailored for integration with QC lab instruments (e.g., Lippke, Nucleocounter, PCS), ensuring smooth communication between hardware and software systems to maintain high levels of data accuracy and performance.

2. Implementation of NiceLabel Printing Solution:

• Purpose-Built Device Provisioning: Deployed dedicated Surface Pro tablets specifically configured for the NiceLabel label printing solution, ensuring consistent and reliable label generation in a controlled environment.
• Group Policy Configuration: Applied custom Group Policy Objects (GPOs) to enforce a locked-down user experience—restricting access to all non-essential applications and configuring the system to automatically launch the NiceLabel application on startup for seamless user operation.
• Printer Driver Integration & Validation: Installed and configured Brady printer drivers on each tablet, followed by comprehensive test printing to validate label quality and functionality prior to deployment into the production environment.

3. Device Compliance Remediation in Laboratory Environments:

• BitLocker Enforcement via Azure Stack: Utilized Azure Stack management tools to audit and enforce BitLocker encryption across all active devices within the lab environment, ensuring data security and compliance with organizational policies.
• Domain Hygiene and Decommissioning: Identified and removed inactive or decommissioned devices from both OT and IT domains to reduce surface area for potential vulnerabilities and maintain a clean Active Directory structure.
• Device Naming Standardization: Standardized hostnames to reflect device function and location (e.g., LAP-LIPPKE1), improving traceability, inventory management, and system logging accuracy.
• Physical Asset Labelling: Implemented clear physical labelling of devices across QC, Microbiology, and R&D areas to align with digital asset records, streamline audits, and enhance device traceability within regulated environments

4. Networking and External Media Audit:

• Rack Documentation & Infrastructure Mapping: Created and maintained detailed rack elevation diagrams, ensuring real-time updates to reflect the installation of new servers, network switches, and firewalls. This supported accurate capacity planning, fault resolution, and compliance reporting.
• Network Segmentation via Physical Layer Standards: Implemented a standardized patch cable color-coding scheme to clearly distinguish between IT and OT network infrastructure (e.g., blue for IT, grey for OT). This was enforced across all network connected equipment, including access points, to reduce misconfiguration risk and enhance physical network segmentation.
• External Drive Inventory & Data Flow Control: Developed and managed a centralized inventory of USB and external storage devices by cataloguing serial numbers, usage purposes, and departmental ownership. This provided traceability for data transfers involving sensitive or regulated information, supporting audit readiness and data governance.

5. Backup and Recovery Implementation:

• Veeam Backup & Replication Deployment: Assisted in the implementation and configuration of Veeam Backup & Replication to provide reliable backup coverage for Lippke tablets used in QC environments. Ensured all critical data was captured and securely stored to support disaster recovery requirements.
• Recovery Testing & Validation: Performed restore tests on replacement devices to validate backup integrity, confirm recovery time objectives (RTO), and ensure full system functionality post-restore, minimizing downtime in the event of hardware failure

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