Jalaka Cottages & Camps (Uttarakhand)400KMs of ride/drive from Delhi NCR, 90 KMs from Mussoorie located in remote village Kanseru, near Barkot, Uttarkashi. Enjoy the beauty of nature in between the mountains, the place is at a offbeat location, unexplored and unexposed to tourists which means complete peace of mind in the lap of nature.

Global Corporate Recruitment Lead -City/Country: Noida, IndiaTeam Size: 12+• Manage end-to-end recruitment process – Fulfilment Management, Sourcing Strategy, Stakeholder Management, Vendor Management, Cost Management, Budgetary Control etc• Responsible for the development of the annual departmental budget in collaboration with senior management to ensure minimal cost on hiring. Also tasked with overseeing the departmental budgetary allocation and its management throughout… Show more Global Corporate Recruitment Lead -City/Country: Noida, IndiaTeam Size: 12+• Manage end-to-end recruitment process – Fulfilment Management, Sourcing Strategy, Stakeholder Management, Vendor Management, Cost Management, Budgetary Control etc• Responsible for the development of the annual departmental budget in collaboration with senior management to ensure minimal cost on hiring. Also tasked with overseeing the departmental budgetary allocation and its management throughout the year and making necessary shifts in allocation in order to accommodate the shifting resourcing requirements and recruitment needs• Develop and implement creative ways for Sourcing & Candidate Evaluation. Sourcing candidates using various methods like job portals, resume databases, job postings, walk-ins, contacts, consultant/vendor management, employee referral.• Meeting with different business stakeholders time to time and gather challenges to ensure proactive action to minimize escalations, pan out the urgent positions to work upon and set a deadline with the client to close positions, analyzing the forecasted demands to plan in advance.• Delivering on-going reports after tracking the results, impacts, and cost-effectiveness of the current recruiting strategies. Using this information, identify trends and adjust the recruiting strategies in order to optimize the impact of the recruiting team. Show less

Salesforce Development Support (Oct 2012 – Dec 2013)Role: Service Delivery ManagerCity/Country: Noida, IndiaTeam Size: 30+• Supervise and coordinate activities of a team of Level 2 support agents, in order to provide world class technical support on escalated issues• Manage day-to-day operation, complied with company’s Balanced Score Card (BSC) and Key Performance Index (KPI)• Cater to the information requirements provided by other teams related to issues, solutions,… Show more Salesforce Development Support (Oct 2012 – Dec 2013)Role: Service Delivery ManagerCity/Country: Noida, IndiaTeam Size: 30+• Supervise and coordinate activities of a team of Level 2 support agents, in order to provide world class technical support on escalated issues• Manage day-to-day operation, complied with company’s Balanced Score Card (BSC) and Key Performance Index (KPI)• Cater to the information requirements provided by other teams related to issues, solutions, product performance etc.• Collaborating with product/program management for troubleshooting and working out solution to fix possible product bug for high end escalations and production down situations.• Weekly conference calls with Product Development Team, Program Management and Senior Management to address Aged Technical Issues, partner and client escalations, Bug Analysis to get faster resolution.• Monitoring weekly reports for Aged Issues and involve Support Availability Managers, Resellers and Partners and Development Team wherever required.• Monitoring random technical calls to ensure Process Adherence, Quality Assurance, Minimize Errors to Track Operative Performance and Training needs. • RCA and CAPA planning to increase SLA, CSAT and identifying the improvement need.• Conduct employee performance reviews/evaluations (Appraisals) and holding regular career planning sessions with employees• SPOC for the Enterprise Channel Partners & Resellers based in Germany, Italy, France, Spain, Brazil, Portugal and South American Countries Show less

ISBU Technical Support Division(Enterprise and Consumer) - Security Products by Computer AssociatesRole: Service Delivery Manager City/Country: Krakow, PolandTeam Size: 21• SPOC for the Enterprise Channel Partners & Resellers based in Germany, Italy, France, Spain, Brazil, Portugal and South American Countries• Supervise and coordinate activities of a team of Level 2 support agents, in order to provide world class technical support on escalated issues• Solve highly… Show more ISBU Technical Support Division(Enterprise and Consumer) - Security Products by Computer AssociatesRole: Service Delivery Manager City/Country: Krakow, PolandTeam Size: 21• SPOC for the Enterprise Channel Partners & Resellers based in Germany, Italy, France, Spain, Brazil, Portugal and South American Countries• Supervise and coordinate activities of a team of Level 2 support agents, in order to provide world class technical support on escalated issues• Solve highly complex level of escalated problems, involving broad, in-depth product knowledge.• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key areas, Report software bugs and customer suggestions.• Provide mentoring to functional team members; improve on product skill matrix.• Subject matter specialist for all security products by Computer Associates.• Provide live assistance to Level 2 support agents to handle complex/unknown issues, irate Customer Escalations and Enhance Customer Satisfaction• Take the lead to research and investigate the most complex questions or product defects using traces, dumps, debuggers, reviewing product source code, or diagnostic software tools before transferring to Product Development team by opening products bugs in Bugzilla.• Training & Development of new hires.• Manage a team comprising of Senior Support Engineers (level 2) & Support Engineers (level 1)• Run weekly reports to monitor team SLA and performance and present to Leadership Team• RCA and CAPA planning to increase SLA, CSAT and identifying the improvement need.• Conduct employee performance reviews/evaluations (Appraisals) and holding regular career planning sessions with employees Show less

Enterprise Technical Support - Security Products by Computer AssociatesRole: Technical ManagerCity\Country: Hyderabad, IndiaTeam Size: 18• Provide mentoring to functional team members; improve the team members on product skill matrix.• Subject matter specialist for all security products.• Take the lead to research and investigate the most complex questions or product defects using traces, dumps, debuggers, reviewing product source code, or diagnostic software tools… Show more Enterprise Technical Support - Security Products by Computer AssociatesRole: Technical ManagerCity\Country: Hyderabad, IndiaTeam Size: 18• Provide mentoring to functional team members; improve the team members on product skill matrix.• Subject matter specialist for all security products.• Take the lead to research and investigate the most complex questions or product defects using traces, dumps, debuggers, reviewing product source code, or diagnostic software tools before transferring to Product Development team by opening products bugs in Bugzilla.• Training & Development of new hires.• Manage a team comprising of Senior Support Engineers (level 2) & Support Engineers (level 1)• Run weekly reports to monitor team SLA and performance and present to Senior Mgmt. Show less

Enterprise Technical Support - Security Products by Computer AssociatesRole: Escalation Engineer/ Advance SupportCity\Country: Chennai, India• Take the lead to research and investigate the most complex questions or product defects using traces, dumps, debuggers, reviewing product source code, or diagnostic software tools before transferring to Product Development team by opening products bugs in Bugzilla.• Handling high end escalations and provide level 2 support• Level… Show more Enterprise Technical Support - Security Products by Computer AssociatesRole: Escalation Engineer/ Advance SupportCity\Country: Chennai, India• Take the lead to research and investigate the most complex questions or product defects using traces, dumps, debuggers, reviewing product source code, or diagnostic software tools before transferring to Product Development team by opening products bugs in Bugzilla.• Handling high end escalations and provide level 2 support• Level 2 Support for complex, escalated issue from Support Engineers (level 1)• Training of new hires Show less

Enterprise Technical Support - Security Products by Computer AssociatesRole: Escalation Engineer/ Advance SupportCity\Country: Chennai, India• Providing support to enterprise customers across the globe using CA/TD Network Security products. • Providing support to enterprise clients in analyzing and designing the network, providing implementation plan, setting up test environment before deployment, remote deployment on production environment as per client’s requirement.•… Show more Enterprise Technical Support - Security Products by Computer AssociatesRole: Escalation Engineer/ Advance SupportCity\Country: Chennai, India• Providing support to enterprise customers across the globe using CA/TD Network Security products. • Providing support to enterprise clients in analyzing and designing the network, providing implementation plan, setting up test environment before deployment, remote deployment on production environment as per client’s requirement.• Responsible for helping Network and Security administrators in securing their networks by dealing with Virus Outbreaks, HTTP and SMTP content filtering, Host Intrusion Detection and Prevention, Quarantine and Remediation planning for vulnerable systems, product upgrade and regular update, configuration, usage and compatibility issues. Show less

• Troubleshooting Technical Issues related to Networking for offshore customers of Microsoft products.• Main Area of troubleshooting DNS, WINS, DHCP, VPN, Browsing, Radius.• Use of Windows and Sys Internals Debug and Monitor Tools, MPS reports Networking and other Windows support tool

Joined as Jr. System Administrator and handled second-level support of LAN and WAN issues for the company. Successively with the Company’s growth I was promoted as Sr. System Administrator and then to IT Supervisor.