DHANANJAY SHARMA

• Mentored junior engineers, fostering a culture of continuous learning and professional growth within the team.
• Championed a DevOps culture within the organization, leading to increased collaboration between development and operations teams.
• Contributed technical expertise during pre-sales engagements, helping clients understand the benefits of adopting cloud-based solutions for their needs.
• Enabled seamless migration of applications from on-premise data centers to public clouds with minimal disruption to ongoing operations.
• Optimized cloud infrastructure performance by implementing effective monitoring and automation strategies.
• Enhanced security measures by conducting regular audits, identifying vulnerabilities, and implementing remediation plans.
• Improved operational efficiency through development of custom automation tools that reduced manual intervention in routine tasks.
• Developed and maintained comprehensive documentation, facilitating knowledge sharing and smooth onboarding for new team members.
• Established best practices for cost optimization by analyzing resource usage patterns and recommending appropriate adjustments.
• Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues.
• Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.

Lead Infrastructure Engineer

• Aligned IT infrastructure strategy with organizational goals by collaborating closely with key stakeholders at all levels of the company.
• Mentored junior engineers in best practices for deploying and managing complex IT infrastructures.
• System Administration : Proficient in managing and administering Windows Server, Linux/Unix, and virtualization platforms like VMware and Hyper-V.
• Cloud Computing : Experienced with AWS, Azure, and Google Cloud platforms, including infrastructure-as-code (IaC) tools like Terraform and CloudFormation.
• Citrix Infrastructure : Implemented and managed Citrix XenApp and XenDesktop, addressing global customer issues and supporting business operations.
• Storage & Backup : Skilled in storage technologies such as SAN, NAS, and RAID, as well as disaster recovery solutions and backup software.
• Infrastructure Provisioning : Provisioned infrastructure for new customers within AWS Cloud and hybrid cloud environments.
• Hybrid Cloud Operations : Ensured high availability and performance of IT infrastructure within mixed physical, virtualized, and cloud environments.
• Change Management : Implemented secure, robust changes across hybrid cloud systems.
• Technical Support : Provided comprehensive technical support for existing and emerging technologies in hybrid cloud environments.
• Infrastructure Development : Implemented and supported server, SAN, and software infrastructure, ensuring system resilience.
• Incident Root Cause Analysis : Identified improvement areas through proactive root cause analysis of incidents, enhancing system stability.
• Technical Escalation : Acted as an escalation point for 1st 2nd and 3rd line support teams to resolve Citrix and infrastructure-related incidents promptly.
• Communication & Collaboration : Strong interpersonal and communication skills to collaborate effectively with cross-functional teams, stakeholders, and vendors.
• Monitoring & Troubleshooting : Experienced with tools like ManageEngine and CrowdStrike for proactive infrastructure performance monitoring and issue resolution.
• Infrastructure Consulting : Provided technical expertise and consultancy on infrastructure project work to optimize operational efficiency.
• Security & Compliance : In-depth knowledge of security best practices and hands-on experience in implementing security controls.
• Automation & Scripting : Proficient in scripting languages such as PowerShell, Bash, and Python to automate infrastructure tasks.
• Documentation : Expertise in creating and maintaining technical documentation, infrastructure diagrams, and standard operating procedures (SOPs).

Global Technical Support Engineer

• Delivered global technical support for customers across North America, Middle East, and APAC regions, ensuring continuous service availability and issue resolution.
• Monitored and managed the health of 2000/2003/2008/2012/Exchange 2010 & 2013 flavored servers, identifying and addressing critical issues proactively.
• Implemented and supported key technologies including DFS, DHCP, DNS, ADDS, Hyper-V, Disk Quotas, WDS, Failover Clustering, and AD-RMS for efficient server management.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Managed Active Directory Domain Services (ADDS) objects such as user, group, and computer accounts, delegating administrative tasks as required.
• Conducted server health monitoring and provided regular Management Information System (MIS) reports to track performance and potential issues.
• Configured server backups according to predefined schedules, ensuring data protection and continuity.
• Performed server patch management and configured Network Access Protection (NAP) for workstations to ensure secure and compliant systems.
• Deployed and managed Symantec Antivirus for desktops and servers via SEP Console, troubleshooting issues such as synchronization, definition updates, and client corruption.
• Addressed daily calls from stores and bureaus, ensuring seamless business operations and support.
• Reviewed and enforced user integrity policies to maintain secure and efficient user management.
• Installed and troubleshot Sophos Safeguard for workstations, ensuring proper encryption and security.
• Handled first-level Websense firewall issues, escalating to appropriate teams for advanced resolution.
• Conducted server audits and escalated critical issues to L2 & L3 teams when necessary.
• Created MIS reports for server checklists, threat analysis, and server audits to provide management with actionable insights.
• Supported in-house users by addressing technical issues promptly and effectively.
• Built and deployed VMware virtual machines (VMs) from templates, ensuring optimal configurations.
• Managed virtual server deployments through ESXi hosts, ensuring efficient resource utilization and performance.
• Managed Citrix client installations and configurations, ensuring seamless access for users.
• Administered RSA Key Management and user management for ongoing business operations.
• Implemented and managed Cyber Ark Privileged Identity Management (PIM) V7, securing privileged access to sensitive systems.
• Oversaw Cyber Ark Vault and PIM Suite, ensuring compliance and secure handling of privileged accounts.

Technical Support Engineer | Remote Administration & Managed Services

• Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
• Improved customer satisfaction by providing timely and efficient technical support.
• Provided global support to Managed Service Providers (MSPs) through remote administration and managed services software for servers and desktops, utilizing Zenith RMM and SAAZ (System Application and Administration by Zenith).
• Managed preventive maintenance for desktops and servers, including Microsoft Windows/Office security patches, antivirus solutions, and system updates.
• Planned and executed antivirus upgrades, OS patch management, and system upgrades to maintain optimal performance and security.
• Installed and managed a variety of antivirus solutions including Symantec, Trend Micro, McAfee, AVG, Bitdefender, and Viper, ensuring effective protection and timely updates.
• Oversaw the full patch management lifecycle, from patch release, testing, assessment, to deployment, ensuring systems remained secure and up to date.
• Participated in security vulnerability audits and provided detailed reporting on findings.
• Troubleshot and resolved patch deployment failures and antivirus software issues on both servers and desktops.
• Managed antivirus lifecycle activities, including installation, new releases, troubleshooting, threat debugging, and exclusion handling.
• Scheduled antivirus definition updates through management consoles, ensuring protection against the latest threats.
• Utilized remote support tools such as LogMeIn, SAAZ Remote Console, and VNC to troubleshoot operating system and application issues on desktops and servers.
• Provided client support via telephone, chat, and email for over 6,000 servers across the US and UK, ensuring seamless technical operations and swift issue resolution.
• Tested and implemented Windows updates released by Microsoft, ensuring compatibility and system security.

Future Group - End-User Support Specialist

• Delivered comprehensive end-user support for technical issues related to computer systems, software, and hardware, including desktops, laptops, and printers.
• Managed desktop infrastructure, overseeing operating system and application installations, upgrades, and ongoing maintenance to ensure optimal functionality and compliance with security standards.
• Deployed new hardware and software, coordinated with vendors, and maintained accurate IT asset inventory records.
• Implemented security measures to protect desktop systems and created user documentation and training materials to enhance user experience.
• Provided remote support for offsite users, collaborated with IT teams on complex technical issues, and utilized service management tools for effective incident tracking and resolution.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.