Nikhal Sharma

Experience

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  Eva-Technology

  Sept 2011 - Jun 2012

  Technical Engineer

  • Dealing with all 1st line and some 2nd line technical support requests over the phone and remotely.• Dealing with Technical problems with configuring applications, hardware, networking, security, servers (sbs, terminal & Citrix), Client operating systems (XP, Vista,7 & OS X), smart phones, tablets, server side services (active directory, exchange and online backup management) and total protection services (Antivirus, and email spam filtering).• Making visits to customer sites in order to perform new setups and resolve technical problems.• Researching and implementing new processes, products and technologies within the company.• Managing the helpdesk single handed when colleagues were away on customer sites.• Building on technical skills gained at university and the training received at Eva by studying to achieve Microsoft certifications.• Attended DSL Diagnostics training, from leading internet service provider: ZEN Internet. Show less

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  Grafton GB

  Jun 2012 - Mar 2013

  Service Desk Analyst

  I covered a wide variety of systems and applications at Grafton ranging from the following systems:• Windows Desktop (Whole system)• Windows Server support (Active Directory, Exchange and Citrix)• Blackberry server configuration (Account creation, editing and maintenance)• Basic Samsung PBX configuration.• Bespoke point of sale, reporting and ordering systems (ACSL, Opal, Kerridge, Diver and FourFront)• Network diagnostics (Branch down resolutions in conjunction with service provider as well as TCP/IP and cabling issues. Show less

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  BT Group

  Mar 2013 - Jul 2022

  I am currently working as a member of the unified communications 3rd line team. In this role my responsibilities include but are not limited to being an escalation point for all Voice/Unified communications cases that are escalated from the 2nd line team, being a Lead technical support engineer/Customer champion for a number of fully managed voice customers, Participating and leading in technical knowledge cascades across the business using learning infrastructure, Working closely with a wide range of internal and external stakeholders and customers to understand the requirements and build an effective working relationship to ensure smooth running of contracts and planning and completing complex change management for customers.Below is a list of the main technologies I currently work with: Cisco Unified Communications Manager(CUCM), Unity Connection(CUC), Contact Centre Express(UCCX), Unified presence(IM&P) Cisco Voice Gateway’s SIP, H323, MGCP integrations (troubleshooting) Cisco CUBE Cisco UCS VMWare CIMC/ESXi Cisco Jabber Cisco Telepresence/Expressway AudioCodes SBC MS Teams - Direct routing Cisco Webex Control Hub/ Webex Teams Show less Key responsibilities are as follows: • Providing an initial technical response to a case when it comes in from the 1st line/service ops team.• Researching, investigating and troubleshooting Incidents and service requests at a 2nd line level for cases.• Planning and executing configuration changes/upgrades for customers.• Maintaining customer documentation and ensuring changes are kept up to date.• I work with Cisco voice systems as well as other 3rd party voice solutions such as –o Cisco Unified Communications Manager, Unity, Unity Connection, Contact Centre Express, Unified presence, Call Manager Express and Unity Expresso Cisco Voice Gateway’so Cisco UCSo Cisco Jabber/Webexo Basic IPFX Director/Console knowledgeo ARC V6 Show less I worked in a multi system environment dealing with Microsoft, Fortinet and cisco systems such as: • Microsoft Active directory 2003, 2008 and Microsoft Exchange 2003, 2008, 2010• Cisco CUCM, Unity Administration. • Fortinet Load balancers (Configuration of service load balancing between• Cisco Basic routing and switching (applying VLAN configuration to ports, Troubleshooting connectivity issues, Patching, TCP IP, Maintenance of networking equipment and upgrades.• Cisco Jabber, Anyconnect VPN and Webex user support and setup• Maintenance of cisco Telepresence equipment and support.• Setup of Virtual machines for various departments using Cisco VMWare and Microsoft Hyper V.• Support of Cisco UCS Virtual machine environment.• Microsoft office suit.• Setup and maintenance of new starters including laptops (Operating system and applications). Apple IPhone, Cisco IP phones and Cisco VPN phones for external users. Show less

  • Voice 3rd line specialist

    Jun 2020 - Jul 2022

  • UC 2nd Line Support Engineer

    Jan 2014 - Jun 2020

  • IT Infrastructure Engineer

    Mar 2013 - Jan 2014
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  VCG

  Jan 2022 - now

  Technical Collaboration Engineer