Suraj Sharma

Experience

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  Hewlett Packard Enterprise

  May 2014 - Oct 2015

  Technical Support Engineer/Request Management

  In Hewlett Packard worked in the Request Management team and for client Shell, which was supported by us globally. There we worked on active directory, product based and production base requirement, e-mail client configuration, supported Microsoft and windows related issues. Gained knowledge about LAN, IP addresses, Windows 7 operating system and MS Office Tools.• Served as the primary point of contact for support relating to owned solutions and products.• Provided guidance on installing and integrating new hardware components and software to remote clients.• Configured hardware, devices, and software to set up workstations for employees.• MS office tools• LAN/IP• Windows 7• Call handling globally• Provide technical support to client users and management Show less

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  Atos

  Oct 2015 - May 2016

  Network Application Engineer

  Worked as a part of the Support Team and participated in the day to day operational activities.Communicating with Client (globally) typically over the phone or email regarding customer needs or issues, and documenting the interaction into the tools like AD, ADUC to effectively manage and track inquiriesCarried out day-day-day duties accurately and efficiently.• Create and dispatch tickets regarding windows 10 s/w issues• Working as a support agent globally.• Collaborated with engineers and project managers regarding parameters of a client project.• Escalating the issue to the relevant team if necessary• Call and Nonvoice (EMAIL) support globally employees of ATOS• Actively listened to customers, handled concerns quickly, and escalated major issues to the next-level team.• Maintained energy and enthusiasm in a fast-paced environment.• Exceeded goals through effective task prioritization and a great work ethic. Show less

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  VMware

  Nov 2016 - Feb 2017

  Network Virtualization Engineer

  Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management,, firewalling, load balancers, Security trust zones, Management Networks, VPN and network designProven experience and deep knowledge of the networking technologies and vendors such as VMware VDS, Cisco, F5, Riverbed, Force10, Vyatta/Brocade, A10 Networks, Arista, Infoblox, Palo Alto NetworksExperience with network components such as, ASR routers, switches, firewalls, ASA, etc.Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage.Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including computing, Storage and Networking.Experience designing and/or supporting large enterprise deployments.Knowledge in Windows/Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark) Show less

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  DXC Technology

  Jul 2017 - Jan 2023

  Technical Team Lead

  • Resolved problems, improved operations, and provided exceptional service.• Created Reports related to SLA, KPI, and MTD performance using Microsoft Excel for daily, weekly, and monthly reporting.• Used coordination and planning skills to achieve results according to schedule.• Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.• Ensuring consistent Quality in all handled transactions• Support programs related to efficiency, Cost, and Operational effectiveness.• Day to Day operational/floor management• Drive CIPs for enhancing team performance• Liaise with Partners/Account/Customer to triage/resolve complex issues• Incident Management during outages• Under my supervision we have achieved the highest CSAT 4.83/5.00 in past 9 yearsPerformed ad hoc deep-dive analyses for specific business problems.• Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.• Worked as a part of the Support Team and operational team, for client VERITAS Software.• MDM Intune Portal• Performing RCA on Escalations received• Conducting meetings with stakeholders and creating reports regarding SLA, AHT, MTD, etc.• Conducting Training on the process for all new hires.• Assists the Team Leader in developing and implementing SLA performance improvement/enhancement plans• Served as the primary point of contact for support relating to owned solutions and products.• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.• Provided guidance on installing and integrating new hardware components and software via RDP• Configured hardware, devices, and software to set up workstations for employees.• Critical Incident Management (P1/P2), Initiating SMT Bridge Calls with multiple technical teams, Engaging DXC and Client teams on bridge calls until the issue is resolved. Show less

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  NTT DATA Services

  Jan 2023 - now

  Associate Manager

  •Led a team of 35 support professionals in India and 15 overseas.•Overseeing daily operations and ensuring timely resolution.•Implemented best practices, resulting in meeting 2 Critical SLAs.•Developed and maintained service desk metrics and KPIs, providing regular reports to senior leadership.•Conducted regular training sessions for the service desk team to enhance technical skills and customer service.•Analyze the problem with the team and counterparts and suggest a solution.•Present monthly and weekly decks with analytical and presentable skills. skills to achieve results according to schedule. •Drive CIPs for enhancing team performance •People attrition management•Responsible for upskilling/cross-skilling team members.•Responsible for cost-saving and productivity improvement initiatives Show less