Summary
Overview
Work History
Education
Skills
Websites
Honors and Awards
Professionaloverview
Accomplishments
References
Timeline
Generic
Sandeep Rana

Sandeep Rana

Hyderabad

Summary

13 years | Versatile professional and Team Leader encompassing diverse management responsibilities, from overseeing work distribution to ensuring exceptional customer satisfaction and contributing to continuous improvement initiatives. I am committed to driving operational excellence and fostering a culture of innovation within the team to deliver unparalleled support in the APAC and EMEA regions. Proficient in RCA and CAPA methodologies, adept at streamlining ITSM operations, mitigating risks, interpreting, and implementing policy changes, fostering compliance awareness through training initiatives, and driving continuous improvement. Demonstrated expertise in documentation and reporting, utilizing tools such as ServiceNow. Extensive experience in A/V and Unified Communications solutions. Possesses strong soft skills, including collaboration, communication, leadership, problem-solving, and a keen commitment to innovation.

Overview

14
14
years of professional experience

Work History

Lead Systems Engineer

F5 Networks Pvt Ltd
06.2020 - 11.2024
  • Supervise FTE and contractor level staff, providing mentorship, guidance, and on-the-job training
  • Direct customer interactions by coordinating communication internally and externally, ensuring timely resolution of issues
  • Implement processes and standards outlined in F5's quality management system to ensure high customer satisfaction on all support-related interactions
  • Assign/delegate work responsibilities effectively to optimize team performance
  • Proactively identify opportunities for improvement and contribute to process and infrastructure enhancements to enhance customer experience
  • Perform RCAs of trending issues, offering insights for corrective and preventive actions (CAPA), planning BAU for emergency requirements
  • Implement continuous improvement initiatives and feedback mechanisms to enhance operational efficiency
  • Manage IT budget for optimized resource utilisation and future road map estimation
  • Collaborated with audit teams to prepare for and respond to internal and external audits
  • Managing Vendors and Stakeholders and collaborating with them for project delivery
  • Managed end-to-end IT support processes, handling ticket support across diverse technologies
  • Oversaw ticket management systems, including but not limited to incidents related to hardware, software, and network issues
  • Collaborated with cross-functional teams to resolve escalated issues and ensure timely ticket resolution
  • Developed and maintained incident documentation to facilitate post-incident analysis and continuous improvement
  • Created user-friendly KB articles and manuals in ServiceNow, facilitating efficient knowledge sharing
  • Handle and maintain Zoom application issues for F5 in EMEA and APCJ locations
  • Manage global AV projects for all locations, ensuring seamless audio-visual and conferencing solutions
  • Continuously monitor app performance and security aspects, documenting threats, integrity issues, and ensuring confidentiality of internal data
  • Trained new engineers on various systems, tools, and technologies used in the organization.
  • Conducted research into emerging technologies and industry trends related to requirements.
  • Coordinated with vendors to ensure timely delivery of hardware components required for installations or upgrades of existing systems.
  • Verified stability, security and scalability of system architecture.

Technical Lead

Cognizant Technology Solutions
12.2014 - 06.2020
  • Provided robust support for the organization's IT infrastructure, ensuring optimal performance, reliability, and availability
  • Conducted routine maintenance activities, addressing hardware and software issues promptly to minimize downtime
  • Implemented a comprehensive asset management system to track and optimize hardware and software resources
  • Played a key role in supporting third-party audits, collaborating with audit teams to provide necessary documentation and information
  • Ensured alignment with industry standards and compliance requirements during third-party assessments
  • Provide leadership and mentorship to junior desktop support team members, offering guidance and support in resolving technical challenges and delivering high-quality support services
  • Conduct on-the-job training and knowledge transfer sessions to enhance team members' skills and proficiency
  • Take ownership of escalated technical issues, coordinating with cross-functional teams and external vendors to ensure timely resolution and minimize impact on end-users
  • Act as a point of escalation for complex technical problems, utilizing analytical skills and troubleshooting expertise to drive issue resolution
  • Demonstrate a customer-centric approach in delivering technical support services, ensuring prompt and effective resolution of end-user queries and issues
  • Contribute to process improvement initiatives aimed at optimizing desktop support workflows and enhancing service delivery efficiency and improve overall productivity
  • Identified opportunities to improve system performance, scalability, and reliability.

Technical Support Analyst

Dell Technologies
09.2013 - 11.2014
  • Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
  • Created detailed reports on system performance and user feedback for management review.
  • Maintained up-to-date documentation of all computer systems, networks, and peripherals.
  • Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
  • Deployed new versions of existing applications while ensuring compatibility with existing infrastructure.
  • Performed routine maintenance checks on servers and other components in order to ensure optimal performance levels were achieved.
  • Documented processes for configuring new systems in accordance with established standards.

Senior Technical Support Executive

Wipro
02.2011 - 05.2013
  • Provided technical support to customers, resolving complex issues and escalating when necessary.
  • Developed and implemented strategies for improving customer service quality standards.
  • Analyzed system logs and identified potential issues with computer systems.
  • Created user accounts, assigned privileges, and monitored usage of resources.
  • Performed troubleshooting on hardware and software applications in a timely manner.

Education

BSc - Physics

Calcutta University
Kolkata

Skills

  • IT Management
  • Asset Management
  • Compliance Monitoring
  • RCA and CAPA
  • ITSM operations and risk management
  • Documentation and reporting
  • ServiceNow
  • A/V and unified comms solutions
  • Leadership
  • Communication
  • Collaboration
  • Problem-solving
  • Innovation

Honors and Awards

  • BeF5 Award, F5, 07/01/21
  • Group F5 award, F5, 08/01/22

Professionaloverview

Versatile professional and Team Leader encompassing diverse management responsibilities, from overseeing work distribution to ensuring exceptional customer satisfaction and contributing to continuous improvement initiatives. I am committed to driving operational excellence and fostering a culture of innovation within the team to deliver unparalleled support in the APAC and EMEA regions. Proficient in RCA and CAPA methodologies, adept at streamlining ITSM operations, mitigating risks, interpreting, and implementing policy changes, fostering compliance awareness through training initiatives, and driving continuous improvement. Demonstrated expertise in documentation and reporting, utilizing tools such as ServiceNow. Extensive experience in A/V and Unified Communications solutions. Possesses strong soft skills, including collaboration, communication, leadership, problem-solving, and a keen commitment to innovation.

Accomplishments

  • BeF5 award winner for consecutive 3 years in F5
  • GroupF5 award winner for 2022 and 2024

References

References available upon request.

Timeline

Lead Systems Engineer

F5 Networks Pvt Ltd
06.2020 - 11.2024

Technical Lead

Cognizant Technology Solutions
12.2014 - 06.2020

Technical Support Analyst

Dell Technologies
09.2013 - 11.2014

Senior Technical Support Executive

Wipro
02.2011 - 05.2013

BSc - Physics

Calcutta University

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Sandeep Rana