Rohit Sharma

Experience

• 

  HCL Technologies

  Jan 2009 - Dec 2010

  Senior Analyst

  • Executed troubleshooting tasks, notably with Lotus Notes, including the creation, management, and backup of ID files. Stood out as the top performer within the team, closing an impressive tally of 400 cases per quarter.• Mastered Level 1 troubleshooting on Solaris servers using Putty, adeptly managing user permissions and monitoring system processes. Monitored server health vigilantly, promptly escalating concerns as per SOP to ensure immediate resolution.• Resolved the issues within the defined Service Level Agreement (SLA), upholding the highest standards of service delivery.• Chartered system monitoring, promptly identifying and escalating 100+ job failures, problems, application, and system alerts that could jeopardize timely batch schedule completion.• Administered user accounts, expertly managing account creation, deletion, and permission setup using LDAP. Presided in the seamless installation of 100+ packages and patches, ensuring systems remained up-to-date and secure. Show less

• 

  Infosys Technologies Ltd

  Dec 2010 - Jun 2014

  Senior System Engineer

  • Spearheaded administrative tasks of Solaris, encompassing Routing protocol configuration, network management, User Administration, and shell scripting.• Implemented automation of zone builds and post-installation processes using advanced scripting techniques.• Led the migration of 100 physical Unix servers to zones/Virtual Machines, enhancing system efficiency and utilization.• Administered Opsware/Backup client installation on a network of 1200 servers using scripts.• Supervised monitoring agent upgrades and OVO core redistribution script deployment on 6000+ servers where the package was obsolete, ensuring system relevancy and performance.• Coordinated CMDB consolidation for servers whose data did not reflect in the CMDB, improving data integrity and management.• Chaired a Backup Project aimed at identifying exemptions and exclusions for the backup team, resulting in the reduction of approximately 100 incident tickets per request.• Directed the creation of monthly Project Scorecards, providing comprehensive insights into overall tickets, missed SLAs with reasons, reopened tickets, sad feedback, effort, and productivity metrics.• Managed the creation and maintenance of 3+ tracking tools including shift roster, leave tracker, and build tracker, boosting operational efficiency and transparency.• Added to the I-Trim (Infosys Methodology for Productivity improvement) initiative across the UNIX Track, facilitating a 10% productivity increase.• Functioned as the Single Point of Contact (SPOC), managing the UNIX remedy queue for ticket flow and optimally organized team workload, ensuring timely allocation and balanced complexity. Closed 300 cases every quarter.• Enforced strict adherence to SLA (99%)/MTTR(1 day) parameters for Incident/Request tickets, underlining commitment to service excellence and swift resolution. Show less

• 

  BMC Software

  Jul 2014 - now

  • Orchestrated and supervised a 17-member technical support team, proficiently delivering remote technical services to multinational enterprise clients across cloud and on-premise ecosystems.• Organized and hosted two exclusive user groups, personally attended by 50 individuals from 13 diverse customers, providing profound insights to BMC clientele regarding upcoming product features.• Spearheaded exponential expansion in new sales and renewals, employing astute customer relationship development strategies and maintaining regular interaction with executive stakeholders, sales representatives, accounts personnel, and engineering teams.• Initiated the successful implementation of the groundbreaking Degreed Launch, an innovative online learning platform, within the Support Organization. Show less • Supervised digital content creation for support, culminating in the production of 50 instructional videos, with the leading video garnering 1554 views in a quarter and clocking 217 hours watched.• Spearheaded Ease of Doing Business Plan for 2 product lines. Enhanced support CSAT 93% & product satisfaction score to 90%, reducing median resolution time from 14 days to 4 days QoQ.• Orchestrated 6 insightful webinars in the past year, attracting an average attendance of 180 and achieving a maximum of 391 attendees.• Directed Problem Management, presenting actionable insights to global teams and BMC management, reducing the overall case volume by 7 Show less • Acted as a crucial bridge between R&D and Support departments, driving product improvements with an emphasis on customer experience enhancements in experience, usability, stability, and support.• Steered the Knowledge Centered Support (KCS) initiative for the Support Organization in FY18-19, raising KCS contribution from 33% to 100%.• Boosted Article Quality Index (AQI) from 67% to 86% and elevated the updates-to-creates ratio by a notable 50%.• Fostered professional growth by training and mentoring a team of 10 support engineers in Guadalajara, Mexico in 2018. Show less • Delivered top-tier and enterprise-level support for BMC BladeLogic/TrueSight Server Automation and BMC Helix Remediate, ensuring unparalleled customer satisfaction.• Formulated comprehensive pre-launch support procedures and create informative collateral for Helix Remediate customer support, contributing to a seamless onboarding experience.• Assumed the role of Patching Subject Matter Expert (SME) for the Americas region, collaborating closely with Shavlik/Ivanti to effectively address patch analysis and remediation discrepancies.• Provided valuable guidance to Product Managers by conducting in-depth analysis of case data, offering well-informed recommendations for feature prioritization. Show less • Acquired extensive expertise in various application areas including Patching, Provisioning, NSH script, Software Deployment, BLPackages, Application Server, RSCD Agent, and Scaling and configuring Application Server.• Authored and curated knowledge base articles, ensuring their quality and approving them for external publishing, while actively participating in BMC communities.• Successfully resolved approximately 150 cases per quarter, maintaining a Median Date to Close of 5 and achieving a customer satisfaction rating (S-Csat) exceeding 95%. Show less

  • Technical Support Manager

    Dec 2019 - now

  • Lead Technical Support Analyst

    Dec 2018 - Nov 2019

  • Senior Technical Support Analyst

    Oct 2017 - Nov 2018

  • Staff Specialist Technical Support Analyst

    Oct 2016 - Sept 2017

  • Staff Technical Support Analyst

    Oct 2015 - Sept 2016

  • Technical Support Analyst

    Jul 2014 - Sept 2015