Jatin Sharma
Global Support Engineer
Gurugram
Summary
Experienced Global IT Support Engineer with over 8+ years of experience in IT Industry. Excellent reputation for resolving problems and improving customer & user satisfaction.
A visionary technocrat with strong abilities in liaising with other functional heads for technology Development to improve and execute plan, consistently tracking development against plan and seeking strategies for increasing efficiencies.
Responsible for G Suite, Office 365, Zoom, Zoom Room and Meeting Room Set-up, On Boarding & Exit process, IT Session, AD server, DNS, DHCP, MS Office,Networking infrastructure, Remote support,Inventory, VoIP, Mobile Devices, Identity Management System & Asset preparation & Maintenance (Window , Mac, Ubuntu & Debian),
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Global IT Support Specialist
Greyorange Pvt Ltd
Gurugram
10.2020 - Current
- Providing technological solutions to reduce network & system related issues and improve team performance
- Applying solutions that would meet or exceed functional, operational, performance and security requirements while minimizing technical risk
- Recommending network infrastructure requirements and upgrading to ensure acceptable level of security
- Ensuring that the goal of incident Management process are achieved; restoring normal service as soon as possible based on Agent perspective
- Detecting, logging, categorizing and prioritizing incidents and providing initial incident support
- Managing network asset inventory thorough the useful lifecycle of each asset
- Accountable for taking care of employees concern remotely & physically in all over the company and all over the globe.
- Responsible for taking care of On boarding & Exit Process, Procurement & Vendor management, Asset preparation.
- Managing G-suite, Office 365, Zoom Admin account.
- Maintaining Asset report.
- Offered friendly and efficient service to users, handled challenging situations with ease.
- Handled 20-25 calls per day to address user's inquiries and concerns.
- Identified issues, analyzed information and provided solutions to problems.
IT Support Engineer
OTSI India Private Ltd
Hyderabad
10.2017 - 10.2020
- Accountable for Exchange server, Active Dir., Symantec endpoint protection, Share Point Portal, Lync.
- Inventory Management, Resolving queries & issues though calls, mails, chat and through remote access.
- Exchange Server, Identity management services, VoIP services.
- Worked towards the achievement of the strategic and operational objectives of the group located across multiple locations in a 5*24*365 environment.
- Navigated the use of controls, tools and best practices for the Exchange, Network & infrastructure devices to identify anomalous events and security infractions that may exploit system vulnerabilities there by reducing their impact
- Providing solutions with the help of Email, Chat & Remote access
- Accountable for the support, installation & maintenance user's system.
- Handling new employee’s profile and termination requests.
- Troubleshooting and resolving access management and provisioning workflow errors.
- Employee access permission and company account access.
- Updating existing access management and provisioning workflows.
- Execute and track security process related activities including User ID management.
- Establishes and maintains good working relationships with all IAM customers.
- Perform Identity and access management activities.
- Directly handling Company’s CEO, CFO, VP and Directors queries and suggestions.
- Single POC for company’s onsite location (Kansas, Costa Rica, St
- Louis & etc.).
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for end-users across various time zones.
- Documented support interactions for future reference.
IT Support Specialist
Sutherland global services
Hyderabad
06.2016 - 06.2017
- Accountable for U.S Work @ home employee, taking care of VPN, RSA VDI, email, outlook, user account, laptop, desktop, hard phone, and soft phone issues
- Having an access of Active directory
- Resolving queries & issues though calls, mails, chat, and remote access
- Creating, updating and maintaining ticket based on the priority with the help of ticketing tool (ServiceNow)
- Providing VPN access, RSA tokens, resolving VDI login and user's account login issue
- Resolving issue related to Cisco any connect, VMware
- Horizon application, RSA Tokens, Outlook, AD, Firewall, Avaya soft & hard phones.
- Worked towards the achievement of the strategic and operational objectives of the group located across multiple locations in a 7*24*365 environment.
- Navigated the use of controls, tools and best practices for the network security & infrastructure devices to identify anomalous events and security infractions that may exploit system vulnerabilities thereby reducing their impact.
- Providing Remote Access solutions
- Accountable for the support, installation & maintenance of: Avaya soft & Hard phones, Router, Firewalls, Altiris & Microsoft ASD Laptop, Desktop, RSA Secure ID, Cisco AnyConnect, VMware Horizon Client, Active Dir.,Lync & Outlook.
Technical Support Engineer
Aspiring Minds Pvt. Ltd
Bangalore
04.2014 - 06.2016
- Worked towards the achievement of the strategic and operational objectives of the group located across multiple locations in a normal working environment
- Navigated the use of controls, tools and best practices for creating the LAN/WAN infrastructure & severs to connect small nodes and perform different events
- Creating, maintaining, prioritizing & updating Database server according to the daily reports and data collections
- Accountable for support & maintenance of: Cisco Router, Switches, Desktop, Tablets & Laptop
- VPN, Database, Firewall, MS-Office, Web-access & Outlook
Education
B.Tech- M.Tech - Computer Science, Networking
Lovely Professional University
Punjab 08.2008 - 06.2014
Skills
On-Site Support
Timeline
Global IT Support Specialist
Greyorange Pvt Ltd
10.2020 - Current
IT Support Engineer
OTSI India Private Ltd
10.2017 - 10.2020
IT Support Specialist
Sutherland global services
06.2016 - 06.2017
Technical Support Engineer
Aspiring Minds Pvt. Ltd
04.2014 - 06.2016
B.Tech- M.Tech - Computer Science, Networking
Lovely Professional University
08.2008 - 06.2014
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