Anchal Sharma

• Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
• Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency.
• Conducted root-cause analyses after major incidents to identify areas for process improvement or technical enhancement opportunities.
• Collaborated with cross-functional teams to develop, test, and deploy scalable software solutions.
• Evaluated new technologies and tools to enhance overall system performance, stability, and security.
• Ensured compliance with relevant industry regulations regarding data privacy standards by actively participating in audits assessments.
• Managed and supported 300+ Windows Servers, overseeing patching, vulnerability identification and tracking (VIT), and compliance to ensure optimal security and performance
• Managed and supported internal GitHub repository for SRE, ensuring version control, security, and collaboration best practices."
• Developing and managing automation processes using Ansible for configuration management and deployment.

• Maintained and monitored Citrix Studio and Director to ensure optimal performance, user access, and system reliability.
• Planned, coordinated, and executed hardware and software upgrades to ensure system efficiency and minimal downtime.
• Cultivated and maintained relationships with IT vendors to ensure effective support and procurement. Managed licensing information for corporate desktop applications and operating systems following established processes.
• Provided L1 support for 2,000 users, ensuring timely issue resolution and maintaining operational efficiency.
• Performed re-imaging and software installation on thin clients using HPDM Console. Re-imaged desktops and laptops through SCCM to ensure system integrity and performance.
• Installed and maintained hardware and computer peripherals to store tangible components.

• Provided technical support for the IBM India project, handling end-user issue identification, diagnosis, resolution, and escalation through helpdesk systems, telephone, and remote support tools.
• Executed security administration tasks, managing user access, data protection, and remote access to ensure compliance and system integrity.
• Performed troubleshooting and issue resolution for Windows, Linux, and macOS environments to ensure system stability and user productivity.
• Configured and troubleshot Lotus Notes to ensure seamless email communication and system functionality.

• Set up desktops, configured hardware peripherals, and tested network connections to ensure optimal performance and connectivity.
• Configured and maintained network printers, ensuring seamless operation. Set up and managed CCTV and biometric devices for security and access control.
• Provided technical support for data networks, including share-level permissions for printing, file, and folder sharing. Proficient in MS Office suite, including Excel, Word, PowerPoint, and Outlook.
• Configured and provided support for UBNT devices to ensure seamless network connectivity and performance.

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• Handled hardware support and replacement of Dell laptops and desktops for TVS Electronics Ltd., ensuring minimal downtime and optimal performance.