Suraj Kumar

Experience

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  Wipro Technology

  Apr 2014 - Nov 2015

  Desktop Engineer

  * Leading a team of Desktop and Antivirus Support Engineers.* Providing technical support to VIP employee.* Vendor management.* Creating SOP and providing training

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  IBM India Private Limited

  Nov 2015 - Nov 2016

  Senior Desktop Engineer

  Key Deliverables:• Network traffic monitoring through PRTG tool.• Coordination with central network/server team.• Configuration & troubleshooting of networking devices.• Providing technical support to VIP users.• Updating and Troubleshooting Trend Micro Antivirus.• Providing technical support to other locations remotely.• Installation & troubleshooting of various software and applications to user’s standard.• Installation & troubleshooting of Windows based operating systems.• Configuration & troubleshooting of Microsoft Outlook.• Helping the end User for their day to day Technical works.• Troubleshooting of user application errors.Hands-on Area:• OSI Model• Routing Protocols (RIP, EIGRP, OSPF)• Switching technology (VLAN, STP)• DNS, DHCP, NAT Show less

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  Teleperformance India

  Nov 2016 - Feb 2019

  Key Deliverables:• Managing technical and operational escalations from key stakeholders for ongoing projects• Scheduling and attending governance calls with customers to understand their ongoing issues and expedite the resolution process• Attending project review meetings with top management• Leading a team of escalation experts managing escalations from Sales, VIP and Executives• Perform Root Cause Analysis for the high end escalations• Improve team member’s performance by using different types of soft-skill coaching methods• Responsible for team’s overall performance• Maintaining SLA of the tickets in CRM and Zendesk tools• Involved in process discussion with Quality teamHands-on Area:• Office 365• Microsoft Azure• Microsoft Partner Centre• Acronis Cloud Backup Solution• Symantec Cloud Solution• Dropbox Show less

  • Escalation Lead

    Jan 2018 - Feb 2019

  • Technical Support Executive Tier -3

    Apr 2017 - Dec 2017

  • Technical Support Executive

    Nov 2016 - Mar 2017
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  Data Resolve Technologies

  Feb 2019 - Feb 2021

  Key Deliverables:• Manage the deployment of the solution to ensure that all technical deliverable are delivered in accordance with the implementation plan and schedule.• Understanding customer’s IT infrastructure to ensure proper product implementation• Responsible for Product implementation without affecting customer’s production environment• Create and define Project Scope statements for the upcoming projects• Align resources for the specific tasks in different phases of projects• Managing and Minimizing Project risks in delivering services by early capture of risks and preparing mitigation plans• Drive resolution of technical issues that occur during implementation and during Customer Acceptance Testing• Regular customer interaction via call/onsite meetings to develop and maintain customer relationships• Provide product feature and functionality training to customers and partnersHands-on Area:• Cyber Security DLP Solution - InDefend• Secure Email Gateway Solution• AWS and Google Cloud• Ubuntu/Linux/Windows Operating Systems• PostgreSQL, MongoDB and InfluxDB database Show less

  • Project Manager

    May 2019 - Feb 2021

  • Lead- Solution Delivery

    Feb 2019 - May 2019
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  Imtac

  Mar 2021 - Feb 2022

  Project Manager

  Key Deliverable:• Develop and initiate projects, including managing costs, schedule, and performance.• Develop executive presentations and reports to facilitate project evaluation and process improvement.• Managing three projects simultaneously. • Use coordination and planning skills to achieve results according to schedule.• Actively listen to customers, handle concerns quickly and escalate major issues to the next level.• Regular interaction with customers to build & maintain customer relationships.• Negotiation with customer in case any new requirement/out of scope functionalities arise during the project life cycle Show less

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  Thinknyx Technologies

  Mar 2022 - Apr 2024

  Technical Project Manager

  Key Deliverables:• Undertaken the ongoing project as a Technical Project Manager. • Facilitate the daily scrum meeting. • Close coordination with development team, consultants, and architects. • Drive team success through shared vision and recognition of quality performance. • Develop team communications and information for meetings. • Resolve conflicts and negotiate mutually beneficial agreements with customers. • Keep all stakeholders up to date with the project status, challenges, and next action plan. Show less

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  HCLTech

  Apr 2024 - now

  Associate Consultant