Suraj Kumar Email and Phone Number

Key Deliverables:• Undertaken the ongoing project as a Technical Project Manager. • Facilitate the daily scrum meeting. • Close coordination with development team, consultants, and architects. • Drive team success through shared vision and recognition of quality performance. • Develop team communications and information for meetings. • Resolve conflicts and negotiate mutually beneficial agreements with customers. • Keep all stakeholders up to date with the project status, challenges, and next action plan.

Key Deliverable:• Develop and initiate projects, including managing costs, schedule, and performance.• Develop executive presentations and reports to facilitate project evaluation and process improvement.• Managing three projects simultaneously. • Use coordination and planning skills to achieve results according to schedule.• Actively listen to customers, handle concerns quickly and escalate major issues to the next level.• Regular interaction with customers to build & maintain customer relationships.• Negotiation with customer in case any new requirement/out of scope functionalities arise during the project life cycle

Key Deliverables:• Manage the deployment of the solution to ensure that all technical deliverable are delivered in accordance with the implementation plan and schedule.• Understanding customer’s IT infrastructure to ensure proper product implementation• Responsible for Product implementation without affecting customer’s production environment• Create and define Project Scope statements for the upcoming projects• Align resources for the specific tasks in different phases of projects• Managing and Minimizing Project risks in delivering services by early capture of risks and preparing mitigation plans• Drive resolution of technical issues that occur during implementation and during Customer Acceptance Testing• Regular customer interaction via call/onsite meetings to develop and maintain customer relationships• Provide product feature and functionality training to customers and partnersHands-on Area:• Cyber Security DLP Solution - InDefend• Secure Email Gateway Solution• AWS and Google Cloud• Ubuntu/Linux/Windows Operating Systems• PostgreSQL, MongoDB and InfluxDB database

Key Deliverables:• Managing technical and operational escalations from key stakeholders for ongoing projects• Scheduling and attending governance calls with customers to understand their ongoing issues and expedite the resolution process• Attending project review meetings with top management• Leading a team of escalation experts managing escalations from Sales, VIP and Executives• Perform Root Cause Analysis for the high end escalations• Improve team member’s performance by using different types of soft-skill coaching methods• Responsible for team’s overall performance• Maintaining SLA of the tickets in CRM and Zendesk tools• Involved in process discussion with Quality teamHands-on Area:• Office 365• Microsoft Azure• Microsoft Partner Centre• Acronis Cloud Backup Solution• Symantec Cloud Solution• Dropbox

* Provided high level technical support for executive escalations ensuring resolution.* Guarantee quality support success* Advanced own skills in high level technical support perspective.* Provided technical training to support team advancing their skills and knowledge.* Colaborates with vendor account managment.* Coordination with other Tier -3 experts to mitigate the top call drivers.* Providing feedback to front level experts to enhance their skills.

* Worked directly with customer to resolve technical support issues with their domains, emails* Provided call backs to customer to resolve irate conflicts* Obtained and met monthly goals with ticket resolution* Proactively learned new skills and products to achieve better troubleshooting and ticket resolution

Key Deliverables:• Network traffic monitoring through PRTG tool.• Coordination with central network/server team.• Configuration & troubleshooting of networking devices.• Providing technical support to VIP users.• Updating and Troubleshooting Trend Micro Antivirus.• Providing technical support to other locations remotely.• Installation & troubleshooting of various software and applications to user’s standard.• Installation & troubleshooting of Windows based operating systems.• Configuration & troubleshooting of Microsoft Outlook.• Helping the end User for their day to day Technical works.• Troubleshooting of user application errors.Hands-on Area:• OSI Model• Routing Protocols (RIP, EIGRP, OSPF)• Switching technology (VLAN, STP)• DNS, DHCP, NAT

* Leading a team of Desktop and Antivirus Support Engineers.* Providing technical support to VIP employee.* Vendor management.* Creating SOP and providing training