Summary
Overview
Work History
Education
Skills
Certification
<Enter your own>
Awards
Projects
Languages
Timeline
Generic
Apurav Suri

Apurav Suri

New Delhi

Summary

  • To succeed in an environment of growth and excellence for self-development as well as accomplish the organizational goals by adding value to the organization in every part of my day-to-day work. Doing the life's best work wherever opportunity arrives.
  • Have a good amount of experience working with renowned multinational corporations and have sound, hands on knowledge of IT Infrastructure and systems.
  • Resourceful IT Administrator known for high productivity and efficient task completion.
  • Skilled in Windows and VMware security,backup,system administration, and cloud services management.
  • Excel in problem-solving, communication, and time management, ensuring smooth operation of IT infrastructures.

Overview

10
10
years of professional experience
1
1
Certification

Work History

ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul

Incedo Inc.
Gurugram
05.2024 - Current
  • Provided first and second level support in Windows and VMware environments.
  • Managed incidents and requests using ITSM tool effectively.
  • Delivered desktop support to employees by implementing ITIL concepts in-person and remotely.
  • Coordinated with users and coworkers via calls, MS Teams, and emails while maintaining documentation.
  • Applied group policies, performed password resets, and managed directory in MS Active Directory.
  • Resolved frequent user account lockout issues within specified timeframes.
  • Adhered to predefined SLAs for incident resolution and service request responses.
  • Responded to outages during business hours and after hours as needed.

<ul> <li>Company Overview: (United Health Group USA)</li> <li>Working as part of the User Administration Team for a US based client OptumRx and providing team leadership as deputy to Manger.</li> <li>Second Level support for client active directory administration and user account provisioning.</li> <li>Monthly User Audits for any discrepancies, Team Management, Roster-Management, Arranging Teams Event and weekly Meetings.</li> <li>Coordinating remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now. Good hands on over Service Now ITSM to manage requests and incidents.</li> <li>Working on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner.</li> <li>Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.</li> <li>Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.</li> <li>Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.</li> </ul>

Optum Global Solutions Private Limited
Gurugram
08.2022 - 08.2023
  • Company Overview: (United Health Group USA)
  • Working as part of the User Administration Team for a US based client OptumRx and providing team leadership as deputy to Manger.
  • Second Level support for client active directory administration and user account provisioning.
  • Monthly User Audits for any discrepancies, Team Management, Roster-Management, Arranging Teams Event and weekly Meetings.
  • Coordinating remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now. Good hands on over Service Now ITSM to manage requests and incidents.
  • Working on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner.
  • Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.
  • Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.
  • Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.

<ul> <li>Company Overview: (United Health Group USA)</li> <li>Working as part of the IT Infrastructure Team for a US based client Triple-S Primary point of contact for incidents, email and calls.</li> <li>Troubleshooting IT related issues on Windows based workstations, Laptops and VMware.</li> <li>Troubleshooting remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now ITSM.</li> <li>Working on MS Active directory to apply group policies, password reset and directory management for frequent user account lockout issues in a timely manner.</li> <li>IT Infrastructure alerts monitoring and troubleshooting to resolve platform issues and RCA.</li> <li>Providing IT support to employees by Implementation of ITIL concepts. Good hands on over ServiceNow ITSM to manage requests and incidents.</li> <li>Prompt resolution for escalation of Incidents and Service Requests and assigning to relevant support teams and vendors.</li> <li>Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.</li> <li>Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.</li> <li>Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.</li> <li>Also providing Support to NOC team for its Infra monitoring activities using tools like APM, HP IMC, Active Directory, SQL, Spotlight Informatica Power Centre, writing and running scripts on MS SQL.</li> <li>Working on bridge calls with NOC and other IT Ops team for critical application issues impacting multiple users and giving inputs for an RCA for timely resolution to avoid business loss. Handling multi node environment and cluster solution for high availability and Load balancing.</li> <li>Knowledge on Microsoft Server 2008, 2012, 2016 and 2019 primary troubleshooting like Event log viewer-based RCA, IISRESET, ICP Reset, Server Restarts and troubleshooting using Command Line for client application issues.</li> <li>(United Health Group USA)</li> </ul>

Optum Global Solutions Private Limited
Gurugram
10.2019 - 08.2022
  • Company Overview: (United Health Group USA)
  • Working as part of the IT Infrastructure Team for a US based client Triple-S Primary point of contact for incidents, email and calls.
  • Troubleshooting IT related issues on Windows based workstations, Laptops and VMware's.
  • Troubleshooting remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now ITSM.
  • Working on MS Active directory to apply group policies, password reset and directory management for frequent user account lockout issues in a timely manner.
  • IT Infrastructure alerts monitoring and troubleshooting to resolve platform issues and RCA.
  • Providing IT support to employees by Implementation of ITIL concepts. Good hands on over ServiceNow ITSM to manage requests and incidents.
  • Prompt resolution for escalation of Incidents and Service Requests and assigning to relevant support teams and vendors.
  • Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.
  • Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.
  • Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.
  • Also providing Support to NOC team for its Infra monitoring activities using tools like APM, HP IMC, Active Directory, SQL, Spotlight Informatica Power Centre, writing and running scripts on MS SQL.
  • Working on bridge calls with NOC and other IT Ops team for critical application issues impacting multiple users and giving inputs for an RCA for timely resolution to avoid business loss. Handling multi node environment and cluster solution for high availability and Load balancing.
  • Knowledge on Microsoft Server 2008, 2012, 2016 and 2019 primary troubleshooting like Event log viewer-based RCA, IISRESET, ICP Reset, Server Restarts and troubleshooting using Command Line for client application issues.
  • (United Health Group USA)

<ul> <li>Company Overview: (For Client AXA XL Global)</li> <li>Troubleshooting IT related issues on colleague workstations.</li> <li>Worked as part of a global team that provides 24x7 Service Desk coverage on a rotation basis in my roles and responsibilities.</li> <li>Delivered an outstanding level of service to clients/colleagues over phone chat and email.</li> <li>Android and iPhone troubleshooting remotely over the phone..</li> <li>Microsoft Office Suite 2010, 2016 and 365 troubleshooting and support.</li> <li>Change Management:Prepare Implementation plan, rollback plan and testplan, risk and impact analysis for critical or complex changes.</li> <li>Working with Windows Active directory to apply group policies, password reset and organizational directory management.</li> <li>Get to the root cause of actual problem with any network or software issue and resolve it within the TAT. Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.</li> <li>Good experience in managing and supporting Citrix XenApp and XenDesktop platforms and setup of VMWare and Remote Desktop Connection.</li> <li>Good hands-on service now tools to manage tasks and incidents. Make sure all Request, Change\Incident Tickets are being handled or routed to the appropriate team in timely manner.</li> <li>Ensure all tickets assigned to the Service Desk team are queued in their templates.</li> <li>Escalation of tickets to the second level support teams and vendor teams.</li> <li>Coordination and Follow-up of New Server / Decommission / Power Shutdown Requests.</li> <li>Addressing and working on P1 and P2 Change/High Priority tickets for coordinating operations for immediate service restoration.</li> <li>Recording previous incidents for new issues and updating them on the organization wiki for future reference.</li> </ul>

XL India Business Services Private Limited
Gurugram
03.2018 - 12.2018
  • Company Overview: (For Client AXA XL Global)
  • Troubleshooting IT related issues on colleague workstations.
  • Worked as part of a global team that provides 24x7 Service Desk coverage on a rotation basis in my roles and responsibilities.
  • Delivered an outstanding level of service to clients/colleagues over phone chat and email.
  • Android and iPhone troubleshooting remotely over the phone..
  • Microsoft Office Suite 2010, 2016 and 365 troubleshooting and support.
  • Change Management:Prepare Implementation plan, rollback plan and testplan, risk and impact analysis for critical or complex changes.
  • Working with Windows Active directory to apply group policies, password reset and organizational directory management.
  • Get to the root cause of actual problem with any network or software issue and resolve it within the TAT. Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.
  • Good experience in managing and supporting Citrix XenApp and XenDesktop platforms and setup of VMWare and Remote Desktop Connection.
  • Good hands-on service now tools to manage tasks and incidents. Make sure all Request, Change\Incident Tickets are being handled or routed to the appropriate team in timely manner.
  • Ensure all tickets assigned to the Service Desk team are queued in their templates.
  • Escalation of tickets to the second level support teams and vendor teams.
  • Coordination and Follow-up of New Server / Decommission / Power Shutdown Requests.
  • Addressing and working on P1 and P2 Change/High Priority tickets for coordinating operations for immediate service restoration.
  • Recording previous incidents for new issues and updating them on the organization wiki for future reference.

<ul> <li>Company Overview: (for client AT&T U.S.)</li> <li>Worked in Information Technology Operations for AT&T U.S.A. as a L1 Technician.</li> <li>Providing 1st level support for Windows 7/10 & Mac Laptop, Desktop, Network and Internet service applications via phone or email and chat with accuracy and promptness to meet pre-defined Service Level Agreements and Process Adherence.</li> <li>Diagnose the problem with any hardware or software components Laptops/Desktops/Printers/Corporate Devices-iPad, iPhone and Android.</li> <li>Making sure all request, change-Incident tickets are being handled or routed to the appropriate team.</li> <li>Network troubleshooting skills (TCP/IP, VPN, DNS, DHCP, LAN, Firewall and WAN concepts) Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.</li> <li>Install / Update / configure any new software and apply software/network/security patches for specific programs/application. Troubleshooting IT related issues on client workstations.</li> </ul>

IBM India Pvt. Ltd.
Noida
07.2016 - 03.2018
  • Company Overview: (for client AT&T U.S.)
  • Worked in Information Technology Operations for AT&T U.S.A. as a L1 Technician.
  • Providing 1st level support for Windows 7/10 & Mac Laptop, Desktop, Network and Internet service applications via phone or email and chat with accuracy and promptness to meet pre-defined Service Level Agreements and Process Adherence.
  • Diagnose the problem with any hardware or software components Laptops/Desktops/Printers/Corporate Devices-iPad, iPhone and Android.
  • Making sure all request, change-Incident tickets are being handled or routed to the appropriate team.
  • Network troubleshooting skills (TCP/IP, VPN, DNS, DHCP, LAN, Firewall and WAN concepts) Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.
  • Install / Update / configure any new software and apply software/network/security patches for specific programs/application. Troubleshooting IT related issues on client workstations.

<ul> <li>Handling Job Production and quality inspection as a Trainee for Forged Manufacturing of Mechanical Components.</li> <li>Designed auto parts on AutoCAD and Siemens NX and then implemented the production job on Induction Metal Gathering m/c and subsequent forging on Friction Screw Press.</li> <li>Guiding the production on the manufacturing process and implementing process improvement.</li> <li>Assisted engineering team in developing project specifications and design documents.</li> <li>Coordinated with suppliers to procure necessary materials for engineering projects.</li> <li>Conducted quality control inspections on components and assemblies for compliance.</li> </ul>

Perfect Engineering Company
Delhi
08.2015 - 07.2016
  • Handling Job Production and quality inspection as a Trainee for Forged Manufacturing of Mechanical Components.
  • Designed auto parts on AutoCAD and Siemens NX and then implemented the production job on Induction Metal Gathering m/c and subsequent forging on Friction Screw Press.
  • Guiding the production on the manufacturing process and implementing process improvement.
  • Assisted engineering team in developing project specifications and design documents.
  • Coordinated with suppliers to procure necessary materials for engineering projects.
  • Conducted quality control inspections on components and assemblies for compliance.

Education

Bachelor of Technology - Mechanical Engineering

Jaipur
Jaipur

AISSCE-Higher Secondary School - Science Stream

New Delhi
New Delhi

AISSE-Secondary School -

New Delhi
New Delhi

Skills

  • User account provisioning
  • ServiceNow utilization
  • Active Directory administration
  • VMware administration
  • Service level adherence
  • Analytical thinking
  • Customer service
  • Organization and time management
  • MS office
  • User account provisioning
  • ServiceNow utilization
  • Active Directory administration
  • VMware administration
  • Service level adherence
  • Analytical thinking
  • Customer service
  • Organization and time management
  • MS office

Certification

  • ITIL - 4 Foundation Certification in IT Service Management
  • Certification in Azure900 and AZ104 in pipeline.
  • Certification in NX CAD - from Siemens PLM, Gurgaon
  • Certification in CATIA V5 & AutoCAD - from CIPET, Jaipur

<Enter your own>

  • Date of Birth: 12/06/92
  • Gender: Male
  • Marital Status: Married
  • Title: Senior IT Administration

Awards

  • Awarded with Certificate of Excellence at IBM India.
  • Secured Honors in Bachelor of Technology.
  • Secured Distinction in all Subjects during High School and Secondary School.
  • Recognized and awarded for working as a Head Coordinator in a college event 'Parakram'.
  • Received many Client as well as manager appreciations in form of mails for the good work and timely resolution.

Projects

Bicycle Powered Centrifugal Pump, A working project on renewable energy, the pump is manually operated by human effort. This pump can be used for drawing water from wells and supply water in remote areas where there is power shortage. The pump can be used for garden irrigation as well.

Languages

5

Timeline

ul liWorking as part of the Corporate IT Team for a US based clients of Incedo Inc./li liFirst and Second Level Support in Windows and VMware environments./li liHands on experience of managing Incidents and Requests using ITSM tool./li liProviding desktop support to employees by implementing ITIL concepts in person and using remote tools./li liCoordinating with Users and Coworkers remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket./li liWorking on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner./li liAdhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests./li liRespond to outages both during normal business hours and after hours on a need basis (on-call support)./li liVulnerability and Patch management along with VM Backup./li liInfrastructure Monitoring and Resolution of Alerts generated by IT Devices./li/ul

Incedo Inc.
05.2024 - Current

<ul> <li>Company Overview: (United Health Group USA)</li> <li>Working as part of the User Administration Team for a US based client OptumRx and providing team leadership as deputy to Manger.</li> <li>Second Level support for client active directory administration and user account provisioning.</li> <li>Monthly User Audits for any discrepancies, Team Management, Roster-Management, Arranging Teams Event and weekly Meetings.</li> <li>Coordinating remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now. Good hands on over Service Now ITSM to manage requests and incidents.</li> <li>Working on MS Active directory to apply group policies, password reset and directory management and for frequent user account lockout issues in a timely manner.</li> <li>Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.</li> <li>Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.</li> <li>Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.</li> </ul>

Optum Global Solutions Private Limited
08.2022 - 08.2023

<ul> <li>Company Overview: (United Health Group USA)</li> <li>Working as part of the IT Infrastructure Team for a US based client Triple-S Primary point of contact for incidents, email and calls.</li> <li>Troubleshooting IT related issues on Windows based workstations, Laptops and VMware.</li> <li>Troubleshooting remotely over Calls/MS Teams/E-mails by applying effective communication and proper documentation of the work in a ticket using Service Now ITSM.</li> <li>Working on MS Active directory to apply group policies, password reset and directory management for frequent user account lockout issues in a timely manner.</li> <li>IT Infrastructure alerts monitoring and troubleshooting to resolve platform issues and RCA.</li> <li>Providing IT support to employees by Implementation of ITIL concepts. Good hands on over ServiceNow ITSM to manage requests and incidents.</li> <li>Prompt resolution for escalation of Incidents and Service Requests and assigning to relevant support teams and vendors.</li> <li>Adhering to the pre-defined SLA's set for Resolution/Response of Incidents and Service Requests.</li> <li>Working on MS Excel and PowerPoint to prepare IT Operational reports and give an analysis of data to the client/supervisors.</li> <li>Prepare ServiceNow Dashboards and pull data from the ITSM tool for preparing reports, and give an analysis of daily operational data to the client for various Infrastructure teams.</li> <li>Also providing Support to NOC team for its Infra monitoring activities using tools like APM, HP IMC, Active Directory, SQL, Spotlight Informatica Power Centre, writing and running scripts on MS SQL.</li> <li>Working on bridge calls with NOC and other IT Ops team for critical application issues impacting multiple users and giving inputs for an RCA for timely resolution to avoid business loss. Handling multi node environment and cluster solution for high availability and Load balancing.</li> <li>Knowledge on Microsoft Server 2008, 2012, 2016 and 2019 primary troubleshooting like Event log viewer-based RCA, IISRESET, ICP Reset, Server Restarts and troubleshooting using Command Line for client application issues.</li> <li>(United Health Group USA)</li> </ul>

Optum Global Solutions Private Limited
10.2019 - 08.2022

<ul> <li>Company Overview: (For Client AXA XL Global)</li> <li>Troubleshooting IT related issues on colleague workstations.</li> <li>Worked as part of a global team that provides 24x7 Service Desk coverage on a rotation basis in my roles and responsibilities.</li> <li>Delivered an outstanding level of service to clients/colleagues over phone chat and email.</li> <li>Android and iPhone troubleshooting remotely over the phone..</li> <li>Microsoft Office Suite 2010, 2016 and 365 troubleshooting and support.</li> <li>Change Management:Prepare Implementation plan, rollback plan and testplan, risk and impact analysis for critical or complex changes.</li> <li>Working with Windows Active directory to apply group policies, password reset and organizational directory management.</li> <li>Get to the root cause of actual problem with any network or software issue and resolve it within the TAT. Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.</li> <li>Good experience in managing and supporting Citrix XenApp and XenDesktop platforms and setup of VMWare and Remote Desktop Connection.</li> <li>Good hands-on service now tools to manage tasks and incidents. Make sure all Request, Change\Incident Tickets are being handled or routed to the appropriate team in timely manner.</li> <li>Ensure all tickets assigned to the Service Desk team are queued in their templates.</li> <li>Escalation of tickets to the second level support teams and vendor teams.</li> <li>Coordination and Follow-up of New Server / Decommission / Power Shutdown Requests.</li> <li>Addressing and working on P1 and P2 Change/High Priority tickets for coordinating operations for immediate service restoration.</li> <li>Recording previous incidents for new issues and updating them on the organization wiki for future reference.</li> </ul>

XL India Business Services Private Limited
03.2018 - 12.2018

<ul> <li>Company Overview: (for client AT&T U.S.)</li> <li>Worked in Information Technology Operations for AT&T U.S.A. as a L1 Technician.</li> <li>Providing 1st level support for Windows 7/10 & Mac Laptop, Desktop, Network and Internet service applications via phone or email and chat with accuracy and promptness to meet pre-defined Service Level Agreements and Process Adherence.</li> <li>Diagnose the problem with any hardware or software components Laptops/Desktops/Printers/Corporate Devices-iPad, iPhone and Android.</li> <li>Making sure all request, change-Incident tickets are being handled or routed to the appropriate team.</li> <li>Network troubleshooting skills (TCP/IP, VPN, DNS, DHCP, LAN, Firewall and WAN concepts) Setup VPN remotely over telephone call and troubleshoot for VPN connectivity issues.</li> <li>Install / Update / configure any new software and apply software/network/security patches for specific programs/application. Troubleshooting IT related issues on client workstations.</li> </ul>

IBM India Pvt. Ltd.
07.2016 - 03.2018

<ul> <li>Handling Job Production and quality inspection as a Trainee for Forged Manufacturing of Mechanical Components.</li> <li>Designed auto parts on AutoCAD and Siemens NX and then implemented the production job on Induction Metal Gathering m/c and subsequent forging on Friction Screw Press.</li> <li>Guiding the production on the manufacturing process and implementing process improvement.</li> <li>Assisted engineering team in developing project specifications and design documents.</li> <li>Coordinated with suppliers to procure necessary materials for engineering projects.</li> <li>Conducted quality control inspections on components and assemblies for compliance.</li> </ul>

Perfect Engineering Company
08.2015 - 07.2016

Bachelor of Technology - Mechanical Engineering

Jaipur

AISSCE-Higher Secondary School - Science Stream

New Delhi

AISSE-Secondary School -

New Delhi

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Apurav Suri