Amit Sharma Email & Phone Number

Gurugram, Haryana, India

•Leading IT-Infrastructure, Service Delivery and Service desk•Well versed with ITIL, Windows platform, SCCM, End user computing and Server Management proficient in setting up environments like implementation of new project end to end coordination from IT point•Setting up network communication, and User controls as per project requirement and business needs•Manage User profile, User access and User Quota along with OU Management on AD for User Creation, Deletion and Movement•Troubleshooting of networking issues as well as Hardware components•Remote Troubleshooting for all clients Users using Beyond trust remote support tool•Desktop, File, and folder backup and troubleshooting of networking issue & Hardware components•Knowledge of SCCM, WSUS for patching, VM, Citrix Xen App/ Xen Desktop, Cloud computing AWS, Implementation of new tool/hardware from deployment to UAT and Go ­ live•Working as a ITSD lead for Major incident resolution by taking issues end to end•Planning, implementing, and controlling users and account security rights and restrictions•Patching of the systems to achieve compliance as per the company standard•Facilitate IT inventory/IT asset management, Asset lifecycle management•Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures•Recruited and train technical staff as per the IT process manual•Prepared range of written communications, documents, and reports.•Diffused challenging situations using conflict management techniques•Actively listened to customers to fully understand requests and address concerns.•Engaged with customers to better understand needs and deliver excellent service.•Inspect products and services to comply with quality standards•Coordinating with N/W team /NOC Team for network and L3 related issues•Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency

Noida, Uttar Pradesh, India

• Worked as a lead and L2 support• Dealing with queries in line with the departmental procedures for fault resolution• Managing the User Administration task such as Quota limit, User movement OU management, User profile creation• Worked on Active directory to manage all computers, printers and groups to apply security policies for them• Planning, implementing, and controlling users and account security rights and restrictions• Taking care of WSUS, patching of the systems and achieve compliance as per the company standard• Taking care of IT inventory/IT asset management• Troubleshooting for all remote Users• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures• Install and maintain the whole N/W connectivity for new site• Trained and mentored employees to maximise team performance• Achieved service time and quality targets• Managed a team of contract employees to get the work done in stipulated schedule.• Incongruous customer experiences to build brand loyalty• Engaged with customers to better understand needs and deliver excellent service.• Developed team communications and information for meetings• Promoted safe working environment by implementing regulatory standards, policies and guidelines.

Manesar, Haryana, India

• Respond to customer emails, calls and live chat regarding technical malfunctions and issues to be fix remotely.• Provided clear and concise step-by-step technical support to guide clients during process• Addressed and resolved SLA issues promptly using an OTRS system• Help customers to set up new systems, applications, and software to manage smooth workflow.• Install and set up applications for clients to provide programmes for projects• Ask customers targeted questions to determine smart solutions for troubleshooting with the help of support tickets to track and speed up incidents.• Conduct training sessions with customers to demonstrate software updates, new systems and hardware.• Manage daily server backups on computers to avoid data loss from computer malfunctions.• Used remote access to navigate and link to customer computers• Aided management in designing training manuals for usage and troubleshooting• Conduct regular security backups on systems and software to keep the computers free from hacks or threats.• Offer first – line support for Telephony, SIP, PBX and Phone Systems issues• Participate in in – person meetings with customers to assess and diagnose hardware problems• Log and complete reports to submit technical details to management.• Review current processes and successfully identify improvement opportunities• Upkeep the computer hardware in excellent working condition through regular maintenance and inspections

Noida Area, India

• Ticket Management as per ITIL• Worked in the Citrix Environment• Escalate issues and involve experts wherever required to resolve issues as quickly as possible• Coordinating with N/W team /NOC Team for network and L3 related issues• Operates within enforces, and suggests modifications and additions to• desktop standards and guidelines• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures• Maintain client-side networking system and the computer system of the organization• PRI line management• Guide teams in product merchandising and inventory management• Achieved service time and quality targets

Manesar

• Tickets Management as per ITIL• All L1 Tickets• Laptop/Desktop/Printer/Software/Application/OS/Access System/Antivirus• Rack management and network connectivity• Troubleshooting network connectivity in a LAN/WAN environment

New Delhi Area, India

• Work with vendor support contacts to resolve technical issues within the desktop environment• Maintain client-side networking system and maintained the computer system of the organization• Hardware and Microsoft support for the client machine• Installation and configuration of network printers• Outlook configuration and support

Master Of Computer Applications - Mca, Computer And Information Sciences And Support Services

Bca, Computer And Information Sciences And Support Services, A

Hardware And Network Course, Computer Systems Networking And Telecommunications, B

12, B

10