Suraj Sharma
Technical Team Lead
Bengaluru,KA
Summary
Technical Team lead Engineer leading a team of ~30 support engineers.
Some of my professional focal points include team leadership and collaboration, customer relationship management through technical and business competencies, data analysis which requires utilization of effective communication and interpersonal skills, as well as business acumen, critical thinking, and problem solving to achieve delighted customer experience
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Professional 1 Service Delivery Coordinator
DXC Technology
Bangalore, Karnataka
10.2021 - Current
- Resolved problems, improved operations and provided exceptional service.
- Created Reports related to SLA, MTD performance using Microsoft Excel for daily, weekly and monthly reporting.
- Used coordination and planning skills to achieve results according to schedule.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Ensuring consistent Quality on all handled transactions
- Support Manager on programs related to efficiency, Cost and Operational effectiveness.
- Day to Day operational/floor management
- Drive CIPs for enhancing team performance
- Liaise with Partners/Account/Customer to triage/resolve complex issues
- Incident Management during outages
Subject Matter Expert
DXC Technology
Bangalore, Karnataka
08.2018 - 10.2020
- Performed ad hoc deep-dive analyses for specific business problems.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Worked as a part of the Suapport Team and operational team, for client VERITAS Software.
- MDM Intune Portal
- Active Directory-UAM activity
- O365 applications
- Service Now application
- Windows 10, MS Teams
- Performing RCA on Escalations received
- Conducting meeting with stake holders and create reports regarding about SLA, AHT, MTD etc.
- Conducting Training on process to all new hires.
- Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans
- Work closely with other operational and support groups.
Senior Technical Support Engineer
DXC Technology
Bangalore, Karnataka
07.2017 - 08.2018
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Configured hardware, devices and software to set up work stations for employees.
- Critical Incident Management (P1/P2), Initiating SMT Bridge Calls with multiple technical teams, Engaging DXC and Client teams on a bridge calls until issue is resolved.
- Ensures misrouted cases are trapped and assigned to correct support workgroups.
- Weekend floor management as back-up TL/SME
Technical Support Junior Analyst
Atos India Pvt. Ltd.
Bamgalore, Karnataka
10.2015 - 05.2016
- Carried out day-day-day duties accurately and efficiently.
- Create and dispatch tickets regarding windows 10 s/w issues
- Working as support agent globally.
- Collaborated with engineers and project managers regarding parameters of client project.
- Escalating the issue to the relevant team if necessary
- Call and Non voice (EMAIL) support globally employees of ATOS
- Actively listened to customers, handled concerns quickly and escalated major issues to next level team.
- Maintained energy and enthusiasm in fast-paced environment.
- Exceeded goals through effective task prioritization and great work ethic.
Technical Support Engineer
Hewlett Packard
Bangalore, Karnataka
05.2014 - 10.2015
- Served as primary point of contact for support relating to owned solutions and products.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Configured hardware, devices and software to set up work stations for employees.
- MS office tools
- LAN/IP
- Windows 7
- Call handling globally
- Provide technical support to client users and management
Education
Bachelor of Engineering - Telecommunication Engineering
B.M.S College of Engineering
Bangalore 09.2009 - 03.2014
Skills
Service delivery
Service and application delivery
Service delivery coordination
Intune, MDM
O365, Windows, MAC iOS, AD
Certification
CCNA Datacenter
Timeline
Professional 1 Service Delivery Coordinator
DXC Technology
10.2021 - Current
Subject Matter Expert
DXC Technology
08.2018 - 10.2020
Senior Technical Support Engineer
DXC Technology
07.2017 - 08.2018
CCNA Datacenter
07-2016
Technical Support Junior Analyst
Atos India Pvt. Ltd.
10.2015 - 05.2016
Technical Support Engineer
Hewlett Packard
05.2014 - 10.2015
Bachelor of Engineering - Telecommunication Engineering
B.M.S College of Engineering
09.2009 - 03.2014