Summary
Overview
Work History
Education
Skills
Personal Information
Languages Proficiency
Certification
Timeline
Generic
Himanshu Soni

Himanshu Soni

Lucknow

Summary

Dynamic IT professional with proven leadership at HCL Tech, excelling in remote support and incident management. Skilled in enhancing customer satisfaction and service levels through effective team collaboration and strategic resource allocation. Expertise in Microsoft 365 and vulnerability management drives quality improvement and operational success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Lead (Remote Desktop Support)

HCL Tech
Lucknow
03.2022 - Current
  • Provide leadership, set clear goals, and support team members in achieving objectives.
  • Review team performance, provide feedback, and implement development plans.
  • Maintain effective communication with stakeholders and between the team and other departments.
  • Allocate resources efficiently to meet team and project needs.
  • Develop and implement strategies to improve customer satisfaction and service levels.
  • Oversee the scheduling and workload distribution among team members.
  • Conduct regular team meetings to discuss progress, challenges, and solutions.
  • Handle escalations and provide solutions for complex technical issues.
  • Coordinate with senior management to align team objectives with company goals.
  • Monitor and manage team performance metrics and KPIs.
  • Collaborate with cross-functional teams for issue resolution and service improvement.
  • Maintain and update a comprehensive knowledge base.
  • Lead and participate in the training and onboarding of new team members.
  • Assess and improve ITIL processes to ensure adherence to best practices.
  • Serve as the primary point of contact for other support teams or departments.

IT Assistant

City Montessori School
Lucknow
08.2019 - 03.2022
  • Responsible for campus-level server administration, including necessary software and hardware upgrades.
  • Diagnose and troubleshoot Interactive White Boards, offering general technical support, and provide remote assistance to teachers.
  • Administer Internet security, SIMS ERP software, biometric devices, and Email Accounts via Google Admin Portal.
  • Support school e-Learning initiatives, offer assistance and training to staff in computer and Google Suite usage, and train teachers in Interactive Whiteboard utilization.
  • Additionally, assist IT equipment and supplies vendors for smooth operations and create PPTs, animation videos, and brochures for campus events.

Desktop Support Engineer

Think Computers
04.2019 - 08.2019
  • Responsibilities include monitoring MPLS links, PRI, ROIP, alarms, and outages.
  • Provide remote desktop support to UP112's control rooms and call center.
  • On-call troubleshooting of MDT devices in Police Response Vehicles, along with basic troubleshooting of LAN, routers, ROIP, and POE.
  • Manage IP phone troubleshooting and GPS systems through a tracking portal.
  • Also involved in the installation, configuration, and maintenance of PCs, ensuring timely incident resolution by generating and managing incidents within SLA on the Incident Management Portal.

TSG Survey Desk Engineer

Airtel (Shivam Infocom Pvt. Ltd/ Vayam Infocom Solutions Pvt. Ltd)
05.2016 - 01.2019
  • Responsibilities include daily monitoring of alarms, outages, and traffic statistics on Airtel UP East sites for network troubleshooting.
  • Manage site complaints and coordinate with survey engineers for field visits.
  • Prepare and maintain master sheets and trackers for field visits.
  • Work on mapping planned and required BTS sites using software tools.
  • Provide desk-level support to Network Survey Engineers and the Technical Team.
  • Handle mail escalations efficiently.

Education

B.C.A - Computer Application

Subharti University
Meerut
01.2015

Skills

  • Remote support
  • ServiceNow
  • Bomgar
  • Ivanti
  • Rapid7
  • Active Directory
  • Microsoft 365
  • Network troubleshooting
  • System Administration
  • Vulnerability Management
  • Incident Management
  • IP Phones
  • Solar wind
  • Software and Hardware Troubleshooting
  • Technical Support
  • Experience in leadership
  • Quality improvement
  • Service level agreements
  • Teamwork and collaboration
  • Project management

Personal Information

  • Date of Birth: 07/31/95
  • Marital Status: Married

Languages Proficiency

  • English
  • Hindi

Certification

  • ITIL Foundation V4

Timeline

Team Lead (Remote Desktop Support)

HCL Tech
03.2022 - Current

IT Assistant

City Montessori School
08.2019 - 03.2022

Desktop Support Engineer

Think Computers
04.2019 - 08.2019

TSG Survey Desk Engineer

Airtel (Shivam Infocom Pvt. Ltd/ Vayam Infocom Solutions Pvt. Ltd)
05.2016 - 01.2019

B.C.A - Computer Application

Subharti University

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