Summary
Overview
Work History
Education
Certification
Interests
Timeline
Generic
Puneet Rai

Puneet Rai

Consultant
Dwarka

Summary

A result driven professional with an experience of close to 15 years in across various roles driving high revenue for the company and on improving client experience in Application and Infrastructure service and support. Multiple projects Deliveries, Migrations, Data center management, Process improvement. Looking forward to seeking a challenging position in a healthy and competitive environment by steering through stiffest of challenges and playing a proactive role in the growth and prosperity of the organization. STRENGTHS Team Management Work Management Good Listener An eye for details Quick Learner Hardworking and Dedicated Positive Towards Goals Ability to perform under extreme pressurizing situations Proven strength in problem solving, coordination and data analysis Knowledge and information sharing attitude Work oriented and innovative approach Strong communication, interpersonal, learning and organizing skills Excellent Team Building skills

Overview

23
23
years of professional experience
10
10
Certifications

Work History

CONSULTANT / MANAGER OPERATIONS

HCL TECHNOLOGIES PVT LTD
Noida
03.2022 - Current
  • Currently working in Windows Project and BAU Team Track Lead (CONSULTANT0 –BAND E3.2)
  • Key Responsibilities:
  • Project Team Management
  • Aligning team member to different short term project where windows team expert is required
  • Team handling and taking care of Team member access issues and project related queries and performance
  • Also handling individual project as handling technical project related to windows vulnerability management , Group policy deviations , Storage migration to on premises Netapp and also to Azure , Hyperv cluster creation (S2D cluster creations) , Backup client installation
  • Vware cluster and node creations in cluster
  • BAU Team management
  • Managing wintel team for business operation
  • Team handling and taking care of the Team member access issues and project related queries and performance
  • Managing More than 12000 Servers and 100 Blade Chaises, handling hardware issues of physical standalone servers and blade servers
  • VMWARE Administration
  • Work involves installation & Configuration Virtual Server & Physical Servers
  • Implementing and Managing operations of VMware VSphere 6.5 and 7 .0 version, VM Centre and Supporting tools and features like Vmotion, HA, DRS
  • Managing more than 12000 virtual machines running in client environment
  • Working with vendor VMware to troubleshot issues by logging case with them
  • Commissioning & decommissioning of Vms
  • Handling escalation of critical issues and processing Incident tickets
  • Provide support to end-user services, including help desk and technical support services with in SLA
  • Configuration and Management of HA, DRS,V-Motion,FT
  • Performed V2V, P2V
  • Overseeing ITIL Process including Incident Management, Change Management, Problem management, Configuration Management, etc
  • Installation and Configurations of Windows Server Platform (2000/2003/2008,2012), Product Licensing, OEM, Patch Management
  • Server Health Check and performance monitoring through Virtual center operation manager (Vops)
  • Managing More than 1000 Virtual & Physical Servers and 15 Blade Chaises
  • VMWARE Administration
  • Work involves installation & Configuration Virtual Server & Physical Servers
  • Implementing and Managing operations of VMware VSphere 7.0 and 8.0 version ,VM Centre and Supporting tools and features like Vmotion, HA, DRS
  • Performing month windows patching activity
  • Working with vendor VMware to troubleshot issues by logging case with them
  • Migration of Physical Hardware to Virtual environment
  • Maintenance of HP physical servers like, array card , hard disk, memory failures, updating firmware of physical servers
  • Issue related to web hosting & FTP
  • Installation of Guest operating Systems Windows on ESX Server
  • Root Cause Analysis for recurring problems, critical incidents and service/server outages
  • Proactively monitoring system's health and taking preventive or corrective action as required
  • Checking entire log file to make sure that installation went fine without any warning/error messages
  • Checking whether all features of guest operating system are working normally and deploying VMware tools on all operating systems
  • Performing firmware updates of ESX servers
  • Solved functional and technical obstacles and worked closely with project team from different streams
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
  • Communicated and explained business requirements to team members to understand and implement functional demands
  • Collaborated with upper management to drive strategy and implement new processes
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements
  • Offered input for complex documents to support client-ready final versions
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Observed packing operations to verify conformance to specifications.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Gathered, organized and input information into digital database.
  • Collected, arranged, and input information into database system.
  • Maintained database systems to track and analyze operational data.
  • Frequently inspected production area to verify proper equipment operation.
  • Devised and implemented processes and procedures to streamline operations.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Created and managed project plans, timelines and budgets.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Enhanced client decision-making, synthesizing complex data into clear, concise reports and dashboards.
  • Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
  • Directed market entry strategies for clients looking to expand into new territories, ensuring compliance and cultural alignment.
  • Facilitated workshops and training sessions for client staff, enhancing their skills and knowledge in key areas.
  • Enhanced team productivity with implementation of agile methodologies, streamlining project delivery processes.
  • Transformed client digital strategies, leveraging cutting-edge technologies to enhance online presence and customer interaction.
  • Analyzed financial data to identify cost-saving opportunities, advising clients on budget optimization strategies.
  • Streamlined communication processes for clients, enabling more effective collaboration and decision-making.
  • Optimized supply chain operations for clients, reducing costs and improving efficiency through strategic vendor management.
  • Implemented customer relationship management (CRM) systems, improving client engagement and retention rates.
  • Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
  • Coordinated with external partners and vendors to deliver comprehensive solutions that meet clients' diverse needs.
  • Boosted client revenue streams by identifying and capitalizing on untapped market opportunities.
  • Negotiated contracts and agreements on behalf of clients, securing favorable terms and conditions.
  • Led cross-functional teams in execution of strategic projects, fostering collaboration and ensuring alignment with corporate goals.
  • Conducted in-depth market research to identify emerging trends, enabling clients to adapt and stay ahead in competitive industries.
  • Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
  • Established best practices for project management within client organizations, leading to more predictable and successful outcomes.
  • Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Negotiated contracts on behalf of clients, securing favorable terms that contributed to their overall success.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Conducted thorough market research and analysis, providing valuable insights for client decisionmaking.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
  • Enhanced communication among team members to foster collaborative and supportive work environment.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Assisted clients in navigating complex industry challenges with strategic recommendations.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed detailed plans based on broad guidance and direction.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Increased profits by 70% through effective client engagement.
  • Introduced new systems of organization to streamline company changes.
  • Designed new projects with timelines, budgets and scope of work plans.
  • Directed major client engagements and monitored asset managements
  • Delivered high-quality solutions with strong attention to detail and adherence to project timelines.
  • Developed key partnerships with industry leaders, strengthening the company''s network and reputation.
  • Demonstrated flexibility and adaptability when faced with changing client requirements or unforeseen obstacles.
  • Designed performance metrics to track progress towards strategic goals, ensuring ongoing success in a competitive market.
  • Led change management initiatives to facilitate organizational improvements and increased employee engagement.
  • Fostered a culture of innovation within the team by encouraging creative problem-solving techniques.
  • Implemented innovative business strategies to drive revenue growth and market expansion.
  • Created compelling proposals for potential clients showcasing the company''s capabilities and expertise in solving their unique challenges.
  • Collaborated with subject matter experts across various industries to provide well-rounded advice tailored specifically for each client''s needs.
  • Provided regular updates on project progress ensuring transparency between clients, stakeholders, and internal team members throughout engagements.
  • Coached junior consultants, promoting professional development and career advancement within the organization.
  • Negotiated favorable contracts on behalf of clients, resulting in cost savings and enhanced value propositions.
  • Conducted comprehensive market research, identifying new opportunities for business growth and development.
  • Built strong relationships with clients, delivering exceptional service levels that exceeded their expectations.
  • Optimized operational workflows through continuous process improvement efforts.
  • Applied analytical skills to identify trends and make data-driven recommendations for clients'' businesses.
  • Enhanced client satisfaction by conducting thorough needs assessments and developing tailored strategies.
  • Presented findings in clear, concise reports that allowed stakeholders to make informed decisions about future strategy implementation.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed cross-functional teams, fostering collaboration and achieving successful project outcomes.
  • Streamlined internal processes for improved efficiency and increased team productivity
  • Increased profits by [75 ]% through effective client engagement.
  • Streamlined internal processes for improved efficiency and increased team productivity.

System Administrator ADVISOR

NTT DATA
No
03.2019 - 03.2022
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Worked with users to determine areas of technology in need of improved usability.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability
  • Established network specifications and analyzed workflow, access, information and security requirements
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
  • Worked with users to determine areas of technology in need of improved usability
  • Attended meetings to deliver status reports to key stakeholders
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
  • Mentored employees and offered constructive feedback for performance improvement
  • Configured and tested Windows Server operating systems with roles features
  • Spearheaded inventory control measures to replenish and maintain IT equipment
  • Conducted routine and emergency maintenance of assigned data center equipment
  • Contributed to development, administration and testing of disaster recovery plans
  • Managed onboarding and offboarding of employees
  • Introduced management tools to create and manage virtual server computing environment
  • Implemented corrective plans of action for network availability and latency
  • Oversaw file system and storage upgrades while safeguarding data integrity and redundancy
  • Migrated data from legacy system to [Software] databases
  • Adopted cost-effective, useful solutions to implement into current systems
  • Served as subject matter expert on proposed technology purchases
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.

CLOUD ADMIN SENIOR ANALYST

ACCENTURE PVT LIMITED
05.2010 - 03.2019
  • SME/Acting Lead operation)
  • Worked as Wintel & VMware Admin /SME/Acting Lead operation Key Responsibilities:
  • Server Administration
  • Installation and Configurations of Windows Server Platform (2008, 2008), Product Licensing, OEM, Patch Management
  • Server Health Check and performance monitoring
  • Windows patching through WSUS/Altiris
  • Managing backups through windows NT backup tool
  • Managing backup of machines through Avamar, vranger and Commvault client
  • Server Hardware
  • Managing More than 1000 Servers and 100 Blade Chaises, handling hardware issues of physical standalone servers and blade servers
  • VMWARE Administration
  • Work involves installation & Configuration Virtual Server & Physical Servers
  • Implementing and Managing operations of VMware VSphere 5.5 and 6.0 version, VM Centre and Supporting tools and features like Vmotion, HA, DRS
  • Managing more than 1000 virtual machines running in client environment
  • Working with vendor VMware to troubleshot issues by logging case with them
  • Commissioning & decommissioning of Vms
  • Handling escalation of critical issues and processing Incident tickets
  • Provide support to end-user services, including help desk and technical support services with in SLA
  • Configuration and Management of HA, DRS,V-Motion,FT
  • Performed V2V, P2V
  • Overseeing ITIL Process including Incident Management, Change Management, Problem management, Configuration Management, etc
  • Installation and Configurations of Windows Server Platform (2000/2003/2008,2012), Product Licensing, OEM, Patch Management
  • Server Health Check and performance monitoring through Virtual center operation manager (Vops)
  • Managing More than 1000 Virtual & Physical Servers and 15 Blade Chaises
  • VMWARE Administration
  • Work involves installation & Configuration Virtual Server & Physical Servers
  • Implementing and Managing operations of VMware VSphere 4.1 and 5.1 version ,VM Centre and Supporting tools and features like Vmotion, HA, DRS
  • Performing month windows patching activity
  • Working with vendor VMware to troubleshot issues by logging case with them
  • Migration of Physical Hardware to Virtual environment
  • Maintenance of HP physical servers like, array card , hard disk, memory failures, updating firmware of physical servers
  • Issue related to web hosting & FTP
  • Installation of Guest operating Systems Windows on ESX Server
  • Root Cause Analysis for recurring problems, critical incidents and service/server outages
  • Proactively monitoring system's health and taking preventive or corrective action as required
  • Checking entire log file to make sure that installation went fine without any warning/error messages
  • Checking whether all features of guest operating system are working normally and deploying VMware tools on all operating systems
  • Performing firmware updates of ESX servers
  • Downloading latest updates from Microsoft and upgrading Windows VMs to latest patches and validating guest OS on different versions of ESX
  • Providing on-call system support over round the clock for technical analysis, diagnosis, installation, maintenance, and modification to resolution or escalations in a 3-Tiered environment ensuring 100% compliance with Service Level Agreement
  • Participating in business calls, process meeting in weekly basis to analyze and review change request, business critical incidents
  • Managing public DNS of client running on Godaddy.com and creating A records, CName, MX records
  • Project Management
  • Working on change requests raised for any changes related to infrastructure
  • Creating SOP for projects
  • Also part of Project internal and external auditing
  • Attending CAB meeting to present CR and get it approved
  • Haven been part of BCP testing for project
  • Managed procurement for procuring and arranging laptops / headsets
  • Project seating planning
  • Line-up resources for shifts & arranging transportation.
  • Investigated system issues and implemented resolutions to reduce downtime
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions
  • Enhanced interfaces to promote better functionality for users
  • Identified and resolved problems through root cause analysis and research
  • Installed system updates to address vulnerabilities and reduce security issues
  • Provided technical support for troubleshooting analytics and reporting issues
  • Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.

TECHNICAL SUPPORT EXPERT

Dell International Services
11.2007 - 03.2010
  • Key Responsibilities Handling issues related to Dell Hardware, Operating system and applications for end user based in US remotely, Installing and troubleshooting of windows 7, Windows XP, 2000, NT, 95 & 98
  • Monitoring Exchange client 2003 & 2010, Creations of new mailboxes and configuring the profile at the client end
  • Issues related to connection machines to domain, VPN issues, group policy updates Was also responsible for taking out Average call handling reports on hourly basis to measure team production
  • Also performed mentoring of team in manager and SME `s absence
  • Worked in IT support function
  • Resolution of Critical incidents and coordination with other teams on bridge call
  • Creation & Troubleshooting Local, Mandatory, &Roaming Profiles E-mail Client(Outlook) Installation, configuration and troubleshooting
  • Configuring Network & Local Printers
  • Providing Support on Remote Access
  • Troubleshooting Windows issues, ID creation, access level , and other level1 checks
  • Managed high levels of call flow and responded to technical support needs
  • Translated complex technical issues into digestible language for non-technical users
  • Used ticketing systems to manage and process support actions and requests
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Promoted efficiency among departments with prompt resolution of system issues
  • Managed high levels of call flow and responded to technical support needs
  • Explained security measures in simple terminology to help users understand malware and phishing threats
  • Investigated and corrected problems with printers, copiers and other peripheral devices
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
  • Set up hardware and software in optimal configurations to meet network performance requirements
  • Documented support interactions for future reference
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service

Technical Support Engineer

PATNI COMPUTER SYSTEM
Noida
09.2005 - 09.2006
  • Worked in a process called EMC (Leading manufacturer in data management server ) Job involves the documentation on database management software called “Clarify Taken inbound calls for EMC engineers sitting across the world for updating clarify with relevant information provided
  • Performed tech support on calls for issues related to outlook and printer for EMS employees
  • Worked on ticketing software called peregrine
  • Providing support on Customized Applications.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Performed root cause analysis of reported issues to enact corrections
  • Delivered Tier-3 support and SME input to internal and external customers
  • Served as primary point of contact for support relating to owned solutions and products
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Developed and implemented preventive maintenance procedures.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Offered assistance in implementing and developing training programs.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Generated reports to track performance and analyze trends.
  • Configured and tested new software and hardware.
  • Created user accounts and assigned permissions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
  • Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
  • Spearheaded creation of knowledge base, facilitating quicker resolution of common issues by both support staff and users.
  • Led training sessions for new staff to ensure high-quality technical support standards across team.
  • Fostered team-oriented environment, encouraging collaboration and knowledge sharing to improve overall service quality.
  • Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
  • Enhanced user experience by resolving complex software issues swiftly.
  • Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
  • Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
  • Enhanced team productivity, introducing automation tools that reduced repetitive tasks and allowed more focus on complex issues.
  • Initiated feedback loop with customers to better understand recurring issues and address them proactively.
  • Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
  • Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.
  • Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
  • Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.
  • Reduced system downtime significantly, conducting regular maintenance checks and updates.
  • Empowered users by conducting workshops on best practices for software and hardware maintenance.
  • Tailored support solutions to diverse client environments, ensuring compatibility and minimal disruption to business operations.
  • Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Performed root cause analysis of reported issues to enact corrections.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Technical Support Executive

Videsh Sanchar Nigam Limited
12.2002 - 01.2004
  • (on contract for year) for VSNL helpdesk, dealing with customers of Delhi who have problem in their dial up and isdn connections
  • Was responsible logging ticket for issue related to data loss and link down issues related to IPLC , ILL and frame relay lines.
  • Increased customer satisfaction ratings to 90%
  • Managed customer contact center with support representatives
  • Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure
  • Extended analysis to assist technology team efforts to escalate and resolve issues
  • Identified key technology defects to streamline problem resolution
  • Analyzed and developed service goals for in-bound call center
  • Supervised technical support staff service operations and assisted with maintenance advisory
  • Installed, configured and maintained computer systems and network connections
  • Monitored system performance to identify potential issues
  • Removed malware, ransomware, and other threats from laptops and desktop systems
  • Configured hardware, devices, and software to set up work stations for employees
  • Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
  • Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
  • Improved customer satisfaction by resolving technical issues in a timely manner.
  • Provided comprehensive support for various software and hardware, enhancing overall user experience.
  • Increased customer satisfaction ratings to [Number]%.
  • Analyzed and developed service goals for in-bound call center.
  • Managed customer contact center with [Number] support representatives.
  • Tracked KPIs and created continuous improvement plans.
  • Configured and tested new software and hardware.
  • Assisted in development of system security protocols.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.
  • Installed, configured and maintained computer systems and network connections.
  • Generated reports to track performance and analyze trends.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Developed and implemented training initiatives for new hires.

Education

Master of Science - IT

Karnataka State Open University (KSOU)
Mysore
04.2006

Bachelor of Commerce - Commerce

Delhi University
New Delhi
04.2003

High School Diploma -

ARMY PUBLIC SCHOOL
New Delhi
03.1999

Certification

Three-year Software Diploma in GNIIT from NIIT

Interests

Sports

Electorin gadget

Podcast

Timeline

CONSULTANT / MANAGER OPERATIONS

HCL TECHNOLOGIES PVT LTD
03.2022 - Current

System Administrator ADVISOR

NTT DATA
03.2019 - 03.2022

CLOUD ADMIN SENIOR ANALYST

ACCENTURE PVT LIMITED
05.2010 - 03.2019

TECHNICAL SUPPORT EXPERT

Dell International Services
11.2007 - 03.2010

Technical Support Engineer

PATNI COMPUTER SYSTEM
09.2005 - 09.2006

Technical Support Executive

Videsh Sanchar Nigam Limited
12.2002 - 01.2004

Master of Science - IT

Karnataka State Open University (KSOU)

Bachelor of Commerce - Commerce

Delhi University

High School Diploma -

ARMY PUBLIC SCHOOL

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