Amrish Sharma Email & Phone Number

Delhi, India

India

Gurgaon, India

• SLA Management for all domains as per SOW.• To drive Service desk, End user Support management, Vendor management etc. of project.• To drive team of 50-60 resources that includes engineer, Team leader, helpdesk executives and monitoring their performance on day to day basis to meet service delivery parameters.• Data center management for different Networks, servers, Anti-Virus, Application etc.• Responsible for new hiring and Roster management.• Continuous focus on Service Improvement Plan (SIP) and review on weekly progress.• Weekly / fortnightly reviewing with client for presenting project’s progress & work on area of improvement.• Regular customer interaction to understand services delivery and planning to improve further.• To implement new project from Transition to Service Delivery state and to continue monitoring for consistent high performance.• Keeping track of payments and preparing MIS reports for analyses.• Cost optimization for better profitability & improve project’s margin.• Responsible for end to end client management and to ensure yearly renewal of contracts.• Spare planning & management for AMC based clients.• To identify vendor in country who could supply EOL asset’s parts for AMC business.• Vendor management for remote location’s call support and to negotiate economical support cost.• To prepare project’s cost, and participates in important negotiations with key customers.

Gurgaon, India

• Monitoring & Handling IT Helpdesk Team of 20-25 members in three locations.• Provide the support of internal applications and IT infrastructure IN UNDP Delhi and 05 state offices.• Facilitated daily ICT support to 7 In-House UN Agencies (UNDP, FAO, FPA, UNIC, UNIDO, UNEP & UNDSS.) & provided cost recovery for the IT services.• Developed & implemented ICT budget, IT strategies, MIS and DRP & work plans and backup plan for server & client machines.• Suggested & created technical specifications & solutions for projects on IT related matters.• Monitor Active Directory and email services like adding and deleting new user from active directory and email severs to the respective unit group.• Managing Microsoft SharePoint site for centralized document Storage.• Arranging Video and audio conference with multiple sites through Polycom Bridge 1800 Series & RMX manager.• Monitoring and managing the Cisco Meraki network and Security appliance.• Mapped & executed software rollouts, OS deployment / upgrades & Patch Management in server/client.• Implement virtualization solution on Microsoft Platform for Country office• Improved the connectivity solution by installing load balancer to the CO country office connectivity.• Follow up with the local vendor as well as other vendor like DELL, HP etc..• Give Assistant to the supervisor in procurement of server and updating new technology comes in the market.• Manage project team members and having discussion on weekly basis Negotiate and resolve issues as they arise across areas of the project and where they impact on other activities, systems and projects• Escalation handling & Team building process.• Service Delivery as per ETA fixed helpdesk with in SLA.• Worked on a project to digitalize all unit’s vital records through SharePoint solutions using the internal resources.• Coordinated with UNDP HQ, E-Mail Support & E-Mail SMTP HUB Team to resolve the complex E-Mail related issues.

New Delhi Area, India

Handling a team of 25-30 members in NCR location.Manage all day to day actives of the project.Onsite Service Delivery as per ETA fixed by SLC/helpdesk with in SLA.Technical Product update to all team members.Provide Technical Support for Field Engineers and RE.Training of new products.Team building process.Escalation handling.CNT matrix (meeting).Process improvement and Process Change Management.Monitor and manage the project schedule and sharing the report with Project ManagerMonitor and manage the project risk.Reviews on project issues, schedules & defined SLA Manage project team members and having discussion on weekly basis Negotiate and resolve issues as they arise across areas of the project and where they impact on other activities, systems and projectsMaintaining the record of project documentation

Delhi

Basic system Installations and related hardware and software.Installations of operating system and other software... Faultfinding and troubleshooting of system Network and related hardware.Planning and configuring of small Network infrastructure (LAN) Manage and maintaining of Win.2003 Server (DHCP, Active Directory, DNS, Remote Connectivity Tools,To install and configure RAID (0,1,5,6,10,50,60) and OSHandling Server H/w & TroubleshootingManaging Desktops, Servers & Storage in Dell Project.Installing Dell Servers, Workstation, Storages, Desktop, and Laptops etc to different multinational companies. Monitor Server Logs, backup logs, Administration request database & server performanceUpdate servers BIOS, ESM, BMC, RAID, DRAC etc firmware’s.Technical Product update to all team members