Chirag Sharma
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior System Administrator
IT by Design
New Delhi
07.2024 - Current
- Collaborated with cross-functional teams to design and deploy customized IT solutions, meeting specific organizational needs.
- Provided expert support for approximately 300 users, ensuring optimal performance of VPN, RDP, and terminal tools while resolving all system administration issues.
- Managed daily operations for end users, enhancing productivity through proactive solutions for Microsoft Teams and Outlook-related challenges.
- Implemented and maintained Conditional Access Policies to ensure secure and compliant access across all systems.
- Oversaw mailbox creation and delegation via the Admin Center, aligning with customer requirements for efficient communication.
- Delivered technical assistance for peripherals, including printers, scanners, and headsets, to maintain seamless user operations.
- Resolved critical issues with the 8x8 calling app, ensuring uninterrupted communication for clients.
- Guided team members in daily tasks, fostering a collaborative environment for enhanced service delivery.
- Ensured device compliance with business requirements, contributing to overall organizational success.
- Addressed BitLocker encryption issues, effectively troubleshooting errors to maintain data security.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Tier 2 Cloud Support (Subject Matter Expert)
Concentrix
Gurgaon
01.2024 - 07.2024
- Ensured adherence to troubleshooting protocols for Tier 1 engineers in the Microsoft environment, driving operational excellence.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Tier 1 Cloud Support (CSP)
Concentrix
Gurgaon
03.2021 - 02.2024
- Provided expert support in the Microsoft Cloud Solution Provider model, resolving critical issues related to Outlook, MFA, Conditional Access Policies, Entra ID, OneDrive for Business, and SharePoint, enhancing client experience and operational efficiency.
- Streamlined onboarding and offboarding processes, improving user management and subscription management for enhanced satisfaction.
- Optimized OneDrive and SharePoint access, driving increased collaboration and productivity for clients. Provided remote support for end users, resolving software installation and configuration issues efficiently.
- Developed strong working relationships with colleagues, fostering a positive work environment that encouraged collaboration and growth.
- Optimized team efficiency by proactively identifying areas for improvement and implementing process enhancements.
- Contributed to the development of internal procedures by providing valuable insights gained from hands-on experience in Tier 1 support roles.
Windows Tier II Support
Concentrix
Gurgaon
02.2020 - 01.2021
- Provided exceptional Tier 2 support for Windows operating system issues, including BSOD, black screen, printer connectivity, internet connectivity, OneDrive, and BitLocker Encryption.
- Mentored and trained Tier 1 engineers in troubleshooting methodologies and best practices related to Windows OS.
- Trained Tier 1 engineers, enhancing their troubleshooting skills effectively.
- Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
- Collaborated with cross-functional teams on infrastructure upgrades, resulting in optimized system performance and improved security measures.
- Increased team productivity with effective collaboration on complex technical projects.
Windows Tier 1 Support
Concentrix
Gurgaon
01.2019 - 02.2020
- Provided top-tier support for customer inquiries and troubleshooting related to the Windows operating system, including installation, activation, and Office suite integration
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Contributed to the development of training materials, assisting new agents in familiarizing themselves with company policies and procedures.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure repeat business.
- Ensured compliance with company guidelines by closely monitoring all agent-customer interactions..
- Guided users through Windows Activation, boosting user compliance by 30%.
Education
Bachelor of Technology -
Uttar Pradesh Technical University
Greater Noida07-2018
Skills
- Windows administration
- Desktop troubleshooting
- Offboarding and onboarding
- User management in Entra ID
- System monitoring
- Hardware troubleshooting
- Multitasking
- Problem-solving aptitude
Certification
- Microsoft Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
Timeline
Senior System Administrator
IT by Design
07.2024 - Current
Tier 2 Cloud Support (Subject Matter Expert)
Concentrix
01.2024 - 07.2024
Tier 1 Cloud Support (CSP)
Concentrix
03.2021 - 02.2024
Windows Tier II Support
Concentrix
02.2020 - 01.2021
Windows Tier 1 Support
Concentrix
01.2019 - 02.2020
- Microsoft Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
Bachelor of Technology -
Uttar Pradesh Technical University
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