Pankaj Sharma
Noida
Summary
Personable and knowledgeable IT support technician with over 6 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide expert technical support to enterprise organizations as the L2 or L3 tech support engineer. Resourceful professional in information technology architecture, known for high productivity and efficient task completion. Specialize in systems integration, network security, and cloud computing solutions. Excel in problem-solving, teamwork, and adaptability to ensure projects meet and exceed expectations.
Overview
8
8
years of professional experience
Work History
Senior System Administrator
IT by Design
Noida
07.2024 - Current
- Integrated Windows Server infrastructure with other third-party applications and technologies.
- Triaged incoming support tickets, prioritizing requests based on severity and potential operational disruptions.
- Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
- Maintained and monitored system security protocols, policies, and procedures.
- Provided technical support for LAN and WAN networks including routers, switches, firewalls, wireless access points.
- Monitored server performance metrics using various tools like SolarWinds or PRTG Network Monitor.
- Planned, implemented, and integrated updated system-oriented projects.
- Diagnosed complex problems across multiple technologies such as routing protocols, DNS and DHCP services.
- Deployed virtualization technologies like VMWare or Hyper-V.
- Implemented patches and updates to ensure system stability and security.
- Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
- Maintained, monitored and troubleshot Windows Server systems to ensure optimal performance.
- Monitored network performance to determine adjustments needed.
- Provided technical support for resolving network connectivity issues between servers and clients.
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
- Maintained, monitored and troubleshot backups on multiple servers using Datto, Axcient, Auotmate, Azure, MSP Backup, acronis
Senior Technical Associate
NTT DATA
Noida
05.2021 - 07.2024
- Handle escalations, provide second level technical support
- Engage & empathize with customers to support and resolve technical issues and installations
- Configuration and support for printers, MDM, Intune, Cloud, Office 365, VPNs WLAN, Desktop Apps
- Identifying the root cause of customer's problem by speaking to them to resolve there issues quickly
- Diagnosing hardware or software problems
- Configuring computer systems and company-mandated software
- Troubleshooting network issues
- Offering remote and in-person support
- Developing technical training materials
- Enroll the devices like windows, mac, iPhone and iPads
- Network drive mapping, Share Point, One Drive and iCloud and other storage drives related issue
- Cloud and Network printers issues and configure Azure cloud system and apps
- Created scripts to automate common tasks such as patching or user account creation and deletion.
- Monitored system performance to ensure proper operation and security of the network.
- Monitored system upgrades, patches and new configurations.
- Implemented security patches via SCCM Software Updates feature for various versions of Windows OS.
Subject Matter Expert
Teleperformance
05.2017 - 05.2021
- Used to Manage a team of 15 people, provide technical support and product knowledge
- Used to handle roster and agent leaves
- Used to communicate with client to discuss and resolve ongoing issues
- Used to handle escalations
- Used to provide technical assistance on call and teams chat
- Used to support MS Office apps like Work, Excel, Outlook, Power Point and etc
- Used to support windows operating system
- Diagnosing hardware or software problems
- Configuring computer systems and company-mandated software
- Technical troubleshooting and problemsolving
- Knowledge of ticketing systems
- Training and development
- Collaboration and teamwork
- Network infrastructure management
- Proactive system monitoring
- Vendor management and negotiation
- Knowledge base system implementation
- Disaster recovery planning
- Process improvement
- Customer service
- Time management
- Project management
- Knowledge of service level agreements
- Data analysis and interpretation
- IT support and maintenance
- Understanding of network performance metrics
- Risk management and mitigation
- Communication skills
- Ability to work under pressure
Education
Bachelor - Commerce
Rajasthan University
01.2015
Skills
- Technical troubleshooting and problem-solving
- Knowledge of ticketing systems
- Training and development
- Collaboration and teamwork
- Network infrastructure management
- Proactive system monitoring
- Vendor management and negotiation
- Knowledge base system implementation
- Disaster recovery planning
- Knowledge of service level agreements
- Data analysis and interpretation
- IT support and maintenance
- Understanding of network performance metrics
- Risk management and mitigation
- Communication skills
- Ability to work under pressure
- Server migration
- Load balancing
- Active directory
- Firewall configuration
- Email administration
- Server virtualization
- Incident management
- Patch management
- Network administration
Languages
- English
- Hindi
Languages
Hindi
First Language
English
Advanced (C1)
C1
Software
Datto, Automate, Connectwise, Halo, Acronis, N-Able, Axcient, Sonicwall, Meraki, Servicenow, Auvik
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureWork-life balancePersonal development programsHealthcare benefitsFlexible work hoursTimeline
Senior System Administrator
IT by Design
07.2024 - Current
Senior Technical Associate
NTT DATA
05.2021 - 07.2024
Subject Matter Expert
Teleperformance
05.2017 - 05.2021
Bachelor - Commerce
Rajasthan University
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