Deepak Sharma

Experience

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  Period of service

  Dec 2002 - Apr 2004

  Technical Support Engineer

  Key Responsibilities:To provide second level support to customers and Team Members. Also, to ensure all Team Members have all the necessary tools and resources.Participate in the escalation process under the direction of the seniors. Notify the seniors of any unresolved issues on escalations or open calls.Plan and conduct training programs for the teamPrepare process and technical documents.Responsible for the escalation process in the absence of the Superior.Worked in coordination with the Client's software team for the implementation and testing of their remote desktop control software for performance and load balance testingOrganization Show less

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  Symantec Corp.

  Apr 2004 - Nov 2006

  Sr. Product Support Analyst

  • Responsible to provide technically accurate and professional support for below Symantec Products implementation and management.• Enterprise Security Manager (ESM): Symantec Enterprise Security Manager enables organizations to define, measure, and report on the compliance of information systems against security policies, standards and government regulations.• Symantec Control Compliance Suit (CCS): Control Compliance Suite provides end-to-end coverage for the IT compliance lifecycle, including policy management, technical and procedural controls assessment, reporting and remediation. CCS provides the most comprehensive view of risk and compliance posture with a combination of point-in-time controls assessment and monitoring of risks and threats. • Patch Assessment: The patch assessment is performed to check the installed security patches for the compliance.• Responsible for Planning and Managing Audit cycles Incident with client coordination, Change management, Risk Assessment, Audits for the clients based on our tool and assisting then in remediation process.• Design Backup and restore strategy for media rotation and types of backup using Veritas Backup Exec for Windows Product (version - 8.6, 9, 9.1, 10-Beta) in their Multi domain environments.• Assist in Backup and restores of different kind of servers like Windows 2000/2003/XP/NT4, Exchange, SQL 2000, Oracle, UNIX/Linux• To provide inputs in building the Intelligent Disaster recover (IDR) plans to recover quickly in case of failures for Exchange, SQL and Windows Servers• Troubleshoot issues related to SCSI interface cards and tape drives to ensure customer have successful Backups and restores Show less

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  Organization BMC Software India Pvt Ltd

  Dec 2006 - Sept 2009

  Staff Product Support Analyst

  Key Responsibilities: Key Projects Handled;Project 1Title: BMC Performance Manger Portal /PATROL.Extensive knowledge of installation, configuration and troubleshooting various components of BMC Performance Manager for Servers Key Projects Handled;Project 2Title: CSP (Customer Support Professional)Officially The Customer Professional Trainer and Awarded the Certification for it.Team Size: 3 MemberRole: Training the entire 100+ Staff including the Managers, Vice President and the Directors on how to handle the customers and how to meet customer demands in this competitive world.Key Projects Handled;Project 3Title: BMC Identity ManagementExtensive knowledge of installation, configuration and troubleshooting various components of BMC Identity Management Solutions that inculded .Enterprise Security Station 3.3.xControl SA/AgentServices Manager/Provisioning ModuleBMC Identity Management SuitePM For AD, Exchange, WindowsTeam Size: 1 MemberRole: Handling Critical cases of US based customers mainly Banks, Government institutions where high secrecy of data is involved. Show less

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  QSG Resource Management Pvt Lt

  Sept 2009 - Jan 2012

  Team Lead-Consultants

  Key Responsibilities: Working as an Team Lead-Consultants for the Pune center.Implemented the ISO 27001 framework right from scratch for the organization.Created technical specifications and work plans for new products and services to be developedReporting to the CISO on the progress within the framework, incidents, security status, current threatsDeveloped new programs by analyzing and identifying areas for improvement using existing setup and conditions as reference.Monitored and corrected existing systems for software defects and malfunctions. Assisted technical authors in preparing operational documentation.Organized policies on patch management uploading. Identified upgrades available in the IT software and hardware industry to be utilized in continuous future enhancements. Participated in the team's new technology evaluation campaigns and initiatives. Created and documented detailed diagrams and documentation of presented IT Infrastructure. Configured and tested production servers running on Microsoft applications.Monitoring compliance with the expectations of ISO27001:2005.Looking at the overall Infrastructure from the technical point of viewMaintaining the Microsoft network for the Pune Site.Maintaining the Virtual Infrastructure of the Pune Site.Planning and Managing Audit cycles & Infrastructure Information Security abiding compliance for the India operations, Designing and presentation of induction modules for related fieldsSupport day to day management of relationships and communications with business partners/vendors, as well as other internal and external resourcesResponsible for assisting internal teams in implementing and deploying an operational risk strategy and communicating the observations, findings and NCs to the Steering Committee with the recommendations Planning and preparing documentation for BCP, Regular Training and Awareness program for Information Security Show less

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  Infosys BPM

  Feb 2012 - Jan 2017

  Technology Architect, Manager -IT Service, Support and Operations
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  Qualys

  Jan 2017 - Aug 2023

  Results-oriented Technical Support Leader with a deep understanding of private and public SaaS organizations. Experience with rapid change and successfully integrating and supporting new products through acquisition. Industry expert for cloud and on-premise solutions with creative strategies for high-volume support ticket management.

  • Director Technical Support

    Jun 2022 - Aug 2023

  • Senior Technical Support Manager

    Jan 2020 - May 2022

  • Private Cloud Platform -Support Manager

    Jan 2018 - Dec 2019

  • Technical Project Manager

    Jan 2017 - Dec 2017
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  Accops

  Sept 2023 - now

  Director of Professional Services