Nupur Sharma
Senior Windows Server Administrator
Delhi
Summary
Harnessing almost 5 years of progressive IT experience as a Resourceful System Administrator, adept at surmounting diverse technical challenges with a focused and innovative approach. Demonstrates exceptional problem-solving and decision-making skills. Seeking to excel in a dynamic environment.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Senior Windows Administrator(Pseudo Team Lead)
Rackspace
08.2023 - Current
- Actively playing senior system admin and team coordinator role. Responsible for implementing process improvements that result in increased efficiency within the Customer Success team, leading customer workshops/webinars to educate on extra key products of the organization.
- Also, serving as the primary point of escalation for first-line engineers, efficiently by leveraging advanced troubleshooting techniques and tools. Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Mentored and assisted Rackers (team members) across the OS Function, sharing expertise and providing support to foster their professional development and enhance team performance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Proactively Configure, troubleshoot, and maintain server hardware using Virtualization Technologies (e.g., VMWare, Hyper-V), networking infrastructure, backup solutions, and storage systems to support the organization's IT infrastructure.
- Implement, analyze, and troubleshoot highly available systems, identifying and resolving issues to minimize downtime and ensure continuous service availability.
- Manage and maintain Windows Server Operating Systems and utilized proficient knowledge of Windows Server Failover Clustering, Active Directory, SSL and IIS.
- Worked on various customer support interfaces including Teams, Slack and ticketing systems like Jira and Service now, ensuring timely and accurate resolution of customer issues in line with service level agreements.
Senior Tech. Support Advisor
Concentrix
08.2022 - 07.2023
- User Experience and Virtualization: Major Expertise worked in Microsoft Enterprise Platform Support(EPS) as B2B.
- Handled Escalation on all the Enterprise Support cases including Severity A, B and C via phone/chat/email channels.
- Led cross-functional teams to address critical system outages, minimizing downtime and customer impact. Main point of contact for progressive working after managers.
- Worked on different Server Operating System such as 2003, 2008, 2008 R2, 2012,2012 R2 and 2016 and 2019 along with Client side OS such as Windows 7, Windows 8, Windows 8.1 and Windows 10
- Knowledge in Remote desktop Services(Licensing, gateway, collections, group policies, registry, setup, user authentication, publishing applications, etc.), Enterprise Printing (Printing in terminal server, point and print client side rendering) Windows configuration(RPC, WMI, Dcom, Winrm, Windows Installer, Task scheduler, Event forwarding, Group policy, Registry), Deploying ADDS ,DNS, DHCP, OSI, TCP/IP, Hyper-V.
- Resolve and conduct root cause analysis of system performance/failure issues Knowledge on AD replication, FSMO Roles, Kerberos, Group Policy etc
- Knowledge of other data capturing tools like Process Monitor, Process Explore, Msdt, Performance counter, RDS Tracing, ETL Tracing, Event Viewer, etc.
Senior Account Protection Specialist
American Express
03.2022 - 07.2022
- Used to handle accounts of premier clients and assist them with issues related to windows server and active directory.
- Had to connect with clients on high severity cases daily via phone, chat and email channels to meet resolutions withing provided SLA.
- Handled issues of creating/Modifying users account in AD, creating/Modifying Shared Mailboxes, creating/Modifying Distribution Lists, citrix troubleshooting
Senior Process Executive
Cognizant Technology Solutions, CTS
08.2019 - 02.2022
- Reduced operational costs with thorough analysis of resource allocation and elimination of redundancies.
- Had to train a group of 5 L1's every week to keep them updated with the latest workflows and technologies we were working upon. Deliver presentations with product details and technology.
- Key responsibility was to handle user accounts in Active Directory. Creation of user accounts, managing DL’s, basic desktop troubleshooting. Assisting with credential related issue of the clients, including password reset.
- Managed high-performing teams to deliver projects on time, within budget, and exceeding expectations.
- Evaluated risks associated with project implementation; applied mitigation strategies accordingly for optimal results.
Education
BCA (BAcheler's of Computer Applications) - Computer And Information Sciences
Bharatiya Vidyapeeth University
New Delhi, India 05.2001 -
High School(12th) -
Shah International School
New Delhi, India05.2016
Secondary School(10th) -
Shah International School
New Delhi, India04.2014
Skills
- Handling the escalation engineer role alongside pseudo team coordinator Looking after engineer progress, organizing meetings and growth plans, 1-1 sessions for personal enhancements
- International Client Handling, Proficient in managing daily escalations of P1, P2, and P3 cases raised by L1/L2 engineers by connecting with enterprise customers
- Skilled in identifying opportunities for product improvements and enhancements Addressing them along with a team of engineers for implementation
- Knowledge of Server and client side troubleshooting Including working on DNS, DHCP, SSL/TLS, TCP/IP, OSI Model, Ports, Firewall Rules, Proxy, Active Directory, SAML, SSO, Kerberos, Trusted Authentication, NTLM
- Well verse with performance Issues, High Cpu, Slow Logon, Application Crash, BSOD, Rest APIs and Rest Calls, DNS Zones, and SSL Certificate
- Proficient with use of zoom, teams and webex apps for client interaction working on planning their future plans and resource utilization
- Logs Analysis, Wireshark, Network Monitor, Procmon, Event Viewer, Fiddler, Performance Counter, Memory Dump
Certification
Microsoft 365 fundamentals from Udemy, 2022
Disclaimer
I hereby declare that all the information given above are true and correct to the best of my knowledge.
Timeline
Senior Windows Administrator(Pseudo Team Lead)
Rackspace
08.2023 - Current
Senior Tech. Support Advisor
Concentrix
08.2022 - 07.2023
Senior Account Protection Specialist
American Express
03.2022 - 07.2022
Senior Process Executive
Cognizant Technology Solutions, CTS
08.2019 - 02.2022
BCA (BAcheler's of Computer Applications) - Computer And Information Sciences
Bharatiya Vidyapeeth University
05.2001 -
High School(12th) -
Shah International School
Secondary School(10th) -
Shah International School
Microsoft 365 fundamentals from Udemy, 2022
Microsoft 365 Administration from Udemy, 2021
Similar Profiles
Tumu Venkata Satya Durga PrasadTumu Venkata Satya Durga Prasad
Azure Cloud Engineer II at RackspaceAzure Cloud Engineer II at Rackspace
Priyanka MunusamyPriyanka Munusamy
Senior DevOps Engineer at RackspaceSenior DevOps Engineer at Rackspace
ZITE OLISEMEKAZITE OLISEMEKA
Cloud Engineer III at RackspaceCloud Engineer III at Rackspace