Reading Technical Books
Rakesh Sharma
Sr. Technical Support Engineer
Pune
Summary
Qualified Advanced Technical Support Specialist with 6 years of helpdesk and customer service experience. Provides comprehensive Java, Linux 6.0 and 7 , SQL, Windows server 2000, 2003, 2008 R2 and 2016 support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Computer User Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Administrator
Wipro LTD
Pune
10.2020 - Current
- Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
- Diagnosed and executed resolution for all network and server issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Performed network security design and integration duties.
- Used Microsoft Word and other software tools to create documents and other communications.
- Identified issues, analyzed information and provided solutions to problems.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
Sr. Technical Support Engineer
Mphasis LTD
Pune
03.2018 - 09.2020
- Helped streamline repair processes and update procedures for support action consistency.
- Developed technical designs for customers, consultants and contractors.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Product Analyst
PTC Software PVT LTD
Pune
12.2015 - 05.2018
- Worked with development team to define and implement customer change requests to enhance product functionality.
- Supported development team in generation of technical requirements and product documentation to achieve process commonality.
- Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.
- Evaluated JAVA and SQL application products and recommended revisions to improve functionality.
- Studied multi-faceted development issues and suggested solutions to satisfy project goals and adhere to timeline and budget parameters.
- Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.
- Collaborated with product development team to effectively modernize and update promotions.
Technical Support Engineer
GroupOn Technology
Pune
07.2015 - 11.2015
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Monitored systems in operation and input commands to troubleshoot .
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
Administrator
Tata Interactive System PVT LTD
Bhopal
03.2014 - 05.2015
- Codified office structures and processes to promote teamwork and performance.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Computerized office activities, maintained customer communications and tracked records through delivery.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Network Engineer Intern
I- guru Technologies
Bhopal
01.2013 - 08.2013
- Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
- Installed and maintained data and voice circuits through routers, switches, and WAN devices.
- Configured, managed and evaluated multi-protocol network elements for effective end-to-end communications.
- Managed application patches, data backup, security changes and network configuration and replaced boards, changed servers and loaded and tested software applications.
- Improved MS Exchange migration, switch configuration and fiber optic splicing and termination.
- Demonstrated strong analytical, troubleshooting and problem-solving skills.
Education
High School Diploma -
Nalanda Public Higher Secondary
Bhopal 02.2003 - 11.2004
GED -
Nalanda Public High School
Madhya Pradesh 02.2006 - 07.2007
Bachelor of Engineering Technology - Computer Engineering
People's College Of Research & Technology
Bhopal 09.2007 - 12.2012
Skills
Windows Server
undefinedCertification
Amazon Web Services 363928746
Interests
Learn new Technologies
Social Work
Timeline
Administrator
Wipro LTD
10.2020 - Current
Amazon Web Services 363928746
10-2019
Sr. Technical Support Engineer
Mphasis LTD
03.2018 - 09.2020
Product Analyst
PTC Software PVT LTD
12.2015 - 05.2018
Technical Support Engineer
GroupOn Technology
07.2015 - 11.2015
Administrator
Tata Interactive System PVT LTD
03.2014 - 05.2015
Network Engineer Intern
I- guru Technologies
01.2013 - 08.2013
Bachelor of Engineering Technology - Computer Engineering
People's College Of Research & Technology
09.2007 - 12.2012
GED -
Nalanda Public High School
02.2006 - 07.2007
High School Diploma -
Nalanda Public Higher Secondary
02.2003 - 11.2004
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