Naveen Sharma
Gurgaon,HR
Summary
Dynamic IT Infrastructure Management professional with over 10 years of experience overseeing service operations, client interactions, and escalation resolutions. Proven track record in implementing service standards that enhance operational efficiency and client satisfaction. Strong problem-solving abilities, combined with a commitment to continuous learning and effective communication, foster a collaborative team environment. Eager to embrace new challenges and drive organizational success with unwavering dedication and enthusiasm.
Overview
12
12
years of professional experience
Work History
Network Operation Centre Engineer & promoted to IT Operations Lead
SSP India Pvt Ltd
09.2020 - Current
- Contributes to the availability management process and performs defined availability management tasks.
- Analysis service and component availability, reliability, maintainability and serviceability.
- Ensure that services and components meet and continue to me meet all of their agreed performance service and target levels.
- Implements, arrangements for disaster recovery and document recovery procedure.
- Conduct testing of recovery procedure.
- Drafts and maintains procedures and documentation for application support.
- Manages application enhancement to improve business performances.
- Ensure that all request for support is dealt with according to set standards and procedures.
- Provide technical expertise to enable the correct application of operational procedures.
- Uses Network management tools to determine network load and performance statistics.
- Contribute to the planning and implementation of maintenance and installation of work.
- Implements agreed network changes and maintenance routines.
- Identifies operational problems and contribute to their resolution, checking that they are managed in accordance with agreed standards and procedures.
IT Technical Operations Lead
SSP India Pvt Ltd
09.2020 - 06.2025
- Led cross-functional teams to enhance IT operational workflows and service delivery efficiency.
- Implemented ITIL best practices for incident management, improving response times and user satisfaction.
- Developed and executed strategic plans to optimize system performance and resource allocation.
- Mentored junior staff, fostering technical skills and promoting knowledge sharing within the team.
Calance Software Pvt. Ltd
04.2019 - 08.2020
- Provided infra support to several international clients.
- Troubleshooting & Monitoring on Nagios XI and on Solarwinds Orion Platform.
- Configuration and Server Management in Solsam.
- Basic monitoring on CA Workload for some application jobs.
- Looking for backup jobs in VRanger, Veeam backup and Arcserve Backups.
- Need to open P1 GTM Bridge for critical Issues.
- Application Used: DameWare (Backups), USD (Incident, CR).
Solid Tech India Computer Services Pvt. Ltd.
09.2017 - 04.2019
- Provided remote support to the clients on several applications, Active directory, Symantec support, Share folder access, local admin access, IDM L1 task, Windows L1 tasks, Outlook issue, Printer access, Application related issue, RDP/ Admin access on Server, VPN Access, KT planning for new resources or Additional tasks training for entire team.
- Mailbox creation on O365, license assignment.
Vayam Info Solutions Private Limited
11.2014 - 08.2017
- Provided Level-1 support on EMCVNX Series, Supporting enterprise Storage Area Networks (SAN) in critical environments.
- Performing Health Checks on all the SAN devices in the environment, RAID concepts, Hot spare and thin provisioning.
- LUNs Assignment for existing and new hosts, expanding the LUNs based on requirements, monitoring the devices and report generation on SVC, IBM 7K, IBM 5K and VNX storage arrays, monitoring ticketing tools.
Star Raison Landmarks “The Essentia”
07.2013 - 04.2014
- System Maintenance, Installation, Configuration and Management of Antivirus.
- Backup and Restoration responsibility, Managing troubleshooting and Configuration of the CRM & ERP application.
- Preparation of the dashboards and reports on regular intervals.
Education
Master of Computer Applications -
Lingayas University
06.2013
Bachelor of Computer Applications -
MDU Rohtak
06.2010
HSSC -
HBSE
03.2007
Skills
- Dynatrace
- SolarWinds alert configuration
- Nagios XI
- EMC storage arrays
- Backup
- Active Directory
- Office 365 admin
Professional Snapshot
Over 10+years of Professional experience in IT Infrastructure Management, Managing the entire service operations, interacting with clients, resolving escalations. Experience in implementing service standards.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Network Operation Centre Engineer & promoted to IT Operations Lead
SSP India Pvt Ltd
09.2020 - Current
IT Technical Operations Lead
SSP India Pvt Ltd
09.2020 - 06.2025
Calance Software Pvt. Ltd
04.2019 - 08.2020
Solid Tech India Computer Services Pvt. Ltd.
09.2017 - 04.2019
Vayam Info Solutions Private Limited
11.2014 - 08.2017
Star Raison Landmarks “The Essentia”
07.2013 - 04.2014
Bachelor of Computer Applications -
MDU Rohtak
HSSC -
HBSE
Master of Computer Applications -
Lingayas University