Derik Sharma

Experience

• 

  VCustomer

  May 2003 - May 2005

  Quality Mentor
• 

  Accenture

  Aug 2005 - May 2016

  IT Service Management (Incident / Change / Problem / Asset and Configuration Management):Ensuring that the objective of incident management process are achieved and restoring normal service as soon as possible based on customer perspective; detecting, logging, categorizing & prioritizing incidents to provide second level support.Setting Change Management process for Data Center Services. Trend analysis of Changes and an effort to reduce expedite changes.Performing RCAs to control the similar issues occurring in future.Recording/modifying/tracking CIs to keep CMDB up to date and use it for month end financials. Show less On site transition of Accenture CIO support desk - • Successfully transitioned AMER service desk support to Manila• Enabled Manila task forces in handling all sort of technical issues of business users• Seamless movement of complete AMER support desk from India to Manila in time of 3.5 monthsRole as a SME - • SME for service desk agents to assist them in their technical queries• Assisting agents in bringing escalated issues to a resolution• Mentoring and giving them feedback• Doing incident audits and generating reports for training requirements• Handling escalations and bringing them to closure• Providing second level support to business users on SharePoint, Blackberry, Windows Phone, Laptops, Desktops, Printer configurations, Wireless configuration, File services, MS Outlook configuration & troubleshooting, MS Round Table configuration & support, MS Lync configuration & support and Windows OS support• Working on AS400 Mainframes for ID administration and few basic tasks.• Conducting weekly refresher training sessions• Conducting daily huddles for process review and updates• Updating knowledge base to ensure new information is captured• Handling product transitions and doing impact analysis on SD• Conducting Webinar for sharing knowledge on new projects launched with organization• Identifying any un-action items which could not be accomplished due to various reasons viz. Call-Backs, Follow-Ups etc• Managing Team and providing updates to Supervisor and Management• Do a hand-shake with the incoming Shift-Lead and verbally discuss all the points which are vital till the completion of the latter's shift Show less

  • Quality Assurance Manager

    Dec 2014 - May 2016

  • IT Service Manager

    Oct 2013 - Nov 2014

  • IT Operations Team Lead

    Jun 2011 - Sept 2013

  • Senior System Analyst

    Mar 2009 - May 2011

  • System Analyst

    Aug 2005 - Feb 2009
• 

  Accenture

  Jun 2017 - Jan 2022

  Project Management:• Steering the successful roll out of projects with accountability of defining scope, setting timelines, analyzing requirements, prioritizing tasks, identifying dependencies and evaluating risks & issues as per pre-set budgets • Monitoring project progress & outstanding issues and ensuring the quality & timeliness of deliverable • Implementing project plans within pre-set budgets & deadlines; providing end to end governance on the projectsIT Infrastructure Management:• Leading operations related to IT / infrastructure by measuring, managing, analyzing, tuning & implementing necessary changes in resource utilization as per business priorities• Establishing healthy relations with internal & external stakeholders to provide support for various architectural issues; keeping a close track of developments in field of IT InfrastructureService Delivery:- Managing end to end delivery of infrastructure operations of a product company, ensuring all contractual SLAs are met- Identifying and executing business opportunities from existing scope- Providing due diligence for new and upcoming business- Identifying the resource requirements for upcoming/new business and projects- Driving cost saving initiatives using various cost saving levers - Performance management of all project resources Show less

  • Program and Project Manager

    Nov 2019 - Jan 2022

  • IT Operations Manager

    Jun 2017 - Nov 2019
• 

  DXC Technology

  Jan 2022 - now

  Program Manager