Sahil Gupta

Experience

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  Gyan Esh Techtonics Pvt. Ltd.

  Aug 2013 - Jan 2014

  Technical Support Engineer

  ⮚ Update and install software in customer systems and PCs ⮚ Oversee software, hardware and network security ⮚ Manage email, anti-spam and virus protection ⮚ Document network problems and resolution for future reference ⮚ Expertise in Assembling and disassembling the computer⮚ Strong in troubleshooting any computer system

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  HCLTech

  Feb 2014 - Nov 2015

  Information Technology Analyst

  ⮚ 24*7 monitoring the console and making sure that all the alerts are actioned timely and within SLA. Follow-up with the support teams further in case the alert gets repeated on the console.⮚ Respond to, and diagnose problems through discussions with users, including problem recognition, logs, and research, isolation, resolution and follow-up steps; provide level 2 remote desktop support and perform other activities based on SOPs.⮚ Act as a trigger for the Critical Incident Management process by involving the technical team and other team members.⮚ Coordinating all maintenance related alerts as per the details passed on by the support groups (to ignore and resume monitoring)⮚ Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact to end customer (s).⮚ Scheduling meetings, analyzing reports and barging as per the parameters. ⮚ Maintaining roster and played an integral part of a trainer.⮚ Learning and deploying new technology along with continuous updates to the team.⮚ Specifically worked on remote sessions and handled escalations.⮚ Enhancing the skill set and level of understanding through relevant presentations Show less

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  Bank of America

  Sept 2016 - Sept 2023

  Senior System Engineer

  ⮚ Handling a team 27 professionals who supports more than 7200+ user base⮚ Managing entire End-User computing environment: Desktop, Laptop, Thin Client, Printer Support⮚ SPOC for Asset and Business Continuity Plan (BCP) during Pandemic Situation Covid-19⮚ Spearheaded the expansion of office and pilot parallel site during pandemic⮚ Coaching & Mentoring engineers for operational excellence and development⮚ Leading Vulnerability Management PAN INDA – GUR, CHN, HYD, GDH & MUM Office⮚ Responsible for various projects: Win Migration, D2LC, Corp Mobility Rollout, HVD Migrations etc.⮚ Managing entire stakeholder fleet: Real Estate, Global Security, Vendor Support⮚ Publication of performance reports under various domain: Team Performance, Asset Issuance, CSAT, etc. Show less

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  Kuehne+Nagel

  Sept 2023 - now

  IT Manager