Ticketing Tools Sapphire,Symphony,Service Now
Bhaskar Sharma
Operations Manager
Mumbai
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
16
16
years of professional experience
26
26
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Operations Manager
Team Computers Pvt LTD
Mumbai
2022.07 - 2023.02
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Assisted in development of long-term strategies to grow department and resources.
- Oversaw daily performance of computer systems and immediately responded to [Type] issues to keep network up and running.
- Customized and repaired technology based on staff requests.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Created and terminated user's accounts from start to finish in business applications.
- Updated customers and senior leaders on progress and roadblocks.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Coordinated technical training and personal development classes for staff members.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
IT Team Lead
I-Deas Infinite
Mumbai
2020.08 - 2022.07
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
Trained Graduate Teacher
Ambika school of education
Lucknow
2017.12 - 2020.06
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Gained extensive knowledge in data entry, analysis and reporting.
- Delivered services to customer locations within specific timeframes.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Compiled reading lists and other relevant assignments to bolster student understanding of class concepts.
- Delivered engaging curriculum through diverse methods of classroom instruction, computer lab activities and online learning systems.
- Invigilated and graded projects, quizzes and examinations.
- Taught [Python,Cobol,HTML] coding language according to age group.
- Planned and implemented curriculum to teach up-to-date technology to [1400] students.
- Communicated with students to discuss progress and need for tutoring and extra assistance.
- Attended professional development technology courses to increase knowledge base and learn new information.
- Implemented instructional accommodations as required to maintain compliance with ADA requirements.
- Created clear, engaging lessons to draw interest and develop students' to program in [Software].
- Tested and evaluated student progress to determine effectiveness and impact of teaching methods, materials and projects.
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Processed software and hardware by coordinating user setups, installations and upgrades.
- Maintained orderly classroom stocked with appropriate supplies.
- Managed and maintained computer systems, equipment and mobile devices by troubleshooting hardware and software issues, cleaning out keyboards and wiping down computer surfaces.
- Used lectures, demonstrations and discussions to instruct students individually and in small groups.
- Set up computers and networking systems and delivered step-by-step instructions on basic use.
- Compiled, administered and graded examinations or assigned work to others.
- Facilitated computer lab of [600] people from [class 3rd] to [Class12th] computer use and designed appropriate and specialized lesson plans.
- Paid attention to detail while completing assignments.
Technical Support Engineer
Swift Technologies
Mumbai
2010.01 - 2015.05
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed root cause analysis of reported issues to enact corrections.
- Gathered trend data from customer calls and interactions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Designed Sharepoint master page and page layouts.
- Patched software and installed new versions to eliminate security problems and protect data.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Designed tailored engineering solutions for customers based upon key requirements.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Monitored systems in operation and quickly troubleshot errors.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Assisted end-users with conference room equipment setup and operation.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Identified scope of problem and provided operational and technical assistance to remedy.
- Walked individuals through basic troubleshooting tasks.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured and installed computer systems for other sub-organizations.
- Monitored system performance to maintain system integrity.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Documented and updated known fixes in knowledge base for future reference.
- Documented support interactions for future reference.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Data Center Engineer
Accel Frontline LTD/ Accel IT
Mumbai
2007.02 - 2009.12
- Monitored incoming data analytics requests and distributed results to support [Type] strategies.
- Collaborated on ETL (Extract, Transform, Load) tasks, maintaining data integrity and verifying pipeline stability.
- Designed compliance frameworks for multi-site data warehousing efforts to verify conformity with state and federal data security guidelines.
- Developed, implemented and maintained data analytics protocols, standards, and documentation.
- Monitored installation of materials and equipment for compliance with drawings and specifications.
- Determined and scheduled priorities as required to progress engineering work.
- Maintained records for each project and engineering discipline.
- Executed troubleshooting and server support in both in-person and remote situations.
- Provided technical support in both on-site and telephone consultations.
- Maintained service schedule for software and hardware.
- Identified and corrected system faults to minimize operational system downtime.
- Solicited commissions for technical advisory contracts within Banking industry.
- Performed scheduled service work, installations, testing and repairs.
- Produced reports on success rates and remedial requirements.
- Wrote work orders, accounting for standard budgeting guidelines and operational parameters.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Managed use of various types of databases and configured, installed and upgraded new ones.
- Participated in system development life cycle from requirements analysis through system implementation.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Oversaw development and maintenance of organization computer systems and intranet.
Education
PGDM IT - Information Technology Project Management
We School Welingkar Education
Mumbai 2021.01 - Current
Bachelor of Science - Information Technology
Mumbai University
Mumbai 2005.06 - 2012.10
Associate of Science -
Central Railway HIgh School & Jr. College
Mumbai 2003.06 - 2005.06
High School Diploma -
Holy Cross High School
Mumbai 1989.06 - 2003.06
Skills
Application support
Mac systems
Software diagnosis
Technical documents comprehension
Desktop support
Customer service expert
Technical issues analysis
Staff education and training
TCP/IP
Written Communication
MS Office
Flexible and Adaptable
Cultural Awareness
[Type] Software Proficiency
Self-Motivated
Attention to Detail
Interpersonal Communication
Software
MS Office Excel
Certification
Microsoft Azure Fundamental
Coding in Python
I Had been An IT Trainee for Class10th and 12th CBSE Board. Performed lectures to students and Also Worked as Lab Instructor and Helped students in Learning Python. Still in process of learning more on Data Structures and Algorithm
Timeline
Operations Manager
Team Computers Pvt LTD
2022.07 - 2023.02
Microsoft Azure Fundamental
2021-11
PGDM IT - Information Technology Project Management
We School Welingkar Education
2021.01 - Current
IT Team Lead
I-Deas Infinite
2020.08 - 2022.07
Trained Graduate Teacher
Ambika school of education
2017.12 - 2020.06
Technical Support Engineer
Swift Technologies
2010.01 - 2015.05
Data Center Engineer
Accel Frontline LTD/ Accel IT
2007.02 - 2009.12
Bachelor of Science - Information Technology
Mumbai University
2005.06 - 2012.10
Associate of Science -
Central Railway HIgh School & Jr. College
2003.06 - 2005.06
High School Diploma -
Holy Cross High School
1989.06 - 2003.06