Pankaj Sharma
Bangalore,Karnataka
Summary
Highly organized and self-motivated professional experienced in project management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Passionate about driving business growth and creating positive work environment.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Systems Integration Associate Director
NTT DATA Services
NOIDA
02.2009 - Current
- Mentor and coach a team of 40 IT engineers, aligning team efforts with business objectives and fostering a collaborative, high-performance environment
- Develop and implement standard operating procedures (SOPs) and best practices to enhance efficiency and optimize service delivery across the organization
- I ensure seamless service delivery, optimize system performance, and foster a culture of continuous improvement
- Collaborate with internal teams and vendors to resolve escalated issues, leveraging cross-functional leadership to drive IT service improvements and maintain service continuity
- Oversee the management of a large-scale server environment (500+ servers), ensuring high availability, scalability, and optimal performance of critical business applications
- Spearhead Business Continuity Planning (BCP) drills, ensuring robust disaster recovery processes, testing redundancies, and fortifying operational resilience
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools
IT Operations Lead
Birlasoft
10.2007 - 02.2009
- Directed the planning and execution of software and hardware changes, ensuring seamless implementation of Requests for Change (RFCs) while minimizing disruption and adhering to change management protocols
- Continuously monitor system performance and resource utilization, optimizing server efficiency, and ensuring uptime across all infrastructure
- Led the deployment of Microsoft security patches on Windows servers using WSUS, ensuring that systems remained secure and compliant with organizational and security standards
- Administered and optimized the Domain Controller environment, ensuring secure and efficient user access by executing group policies, permissions, and access controls
- Led the troubleshooting and resolution of hardware and software-related problems, maintaining operational continuity and supporting critical business functions
- Contributed to the ISO 27001 security compliance project by developing and implementing process controls, identifying security gaps, and collaborating with process managers to enhance security measures
IT Operations Lead
InfoPro Worldwide
08.2006 - 07.2007
- Company Overview: InfoPro provided remote IT management solutions to clients in Europe, focusing on Windows server administration, patch management, antivirus support, and technical support for operating systems and application software
- Led efforts to ensure all service level agreements (SLAs) were met, overseeing key deliverables and maintaining high levels of client satisfaction
- Coordinated and delivered critical monthly reports (Client, Table-F, Quality, and Incentive Reports), ensuring they were submitted on time and met client expectations
- Managed the phased deployment of security updates and patches across MS Windows Clustered and Non-Clustered Servers, ensuring minimal disruption and maintaining system integrity
- Supervised and troubleshot backup jobs, resolving issues related to Windows Server hardware and OS conflicts, ensuring data integrity and system uptime
- Analyzed and addressed performance bottlenecks, optimizing server and system performance to ensure maximum uptime and minimal client disruption
- Conducted periodic reviews with customers, analyzing incident tickets and trends to proactively address recurring issues, significantly reducing the volume of knowledge-based calls
- InfoPro provided remote IT management solutions to clients in Europe, focusing on Windows server administration, patch management, antivirus support, and technical support for operating systems and application software
Senior Technical Support Specialist
HCL BPO Technologies LTD
NOIDA
05.2003 - 05.2006
- Led troubleshooting efforts for server-related issues, including installation, configuration, and maintenance of client and server operating systems (Windows 2000/2003)
- Resolved complex issues related to Active Directory, DNS, DHCP, and OU permissions, ensuring optimal performance and security of client environments
- Interacted with clients to diagnose, troubleshoot, and resolve critical technical issues, ensuring timely resolution and high customer satisfaction
- Managed and resolved issues with Windows updates, minimizing downtime and ensuring compliance with security protocols
- Developed and presented detailed SLA reports (daily, weekly, fortnightly, and monthly) to clients, providing transparency and meeting agreed-upon service levels
- Facilitated training sessions for new and existing team members, improving overall team performance and knowledge-sharing
- HCL provided administrative and technical support for Microsoft server products, including Windows 2000 and 2003 server environments
Education
B.Com. -
Meerut University
Meerut 04.1996 - 05.1999
MA - Public Administration
Madurai University
04.2003 - 05.2005
MBA - Information Technology
Madurai Kamaraj University
05.2007 - 05.2009
Skills
Strategic IT Planning and Management
undefinedProfessionalcourses
- ITIL V3 certification, 2009
- Project Management
- Leadership with AI
- Microsoft Copilot Training
Timeline
Systems Integration Associate Director
NTT DATA Services
02.2009 - Current
IT Operations Lead
Birlasoft
10.2007 - 02.2009
MBA - Information Technology
Madurai Kamaraj University
05.2007 - 05.2009
IT Operations Lead
InfoPro Worldwide
08.2006 - 07.2007
Senior Technical Support Specialist
HCL BPO Technologies LTD
05.2003 - 05.2006
MA - Public Administration
Madurai University
04.2003 - 05.2005
B.Com. -
Meerut University
04.1996 - 05.1999
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