SAURABH KUMAR SHUKLA
New Delhi
Summary
Experienced IT Service Management and ITIL v4 Trained professional, with more than 10 years of comprehensive IT experience, and hands-on skills in Team Management, IT Operations. A Dynamic Professional of experience in LAN Troubleshooting. Installation and configuration of Desktop, laptop, Windows, Network printer and patch code, Presently working with HCL Technology Ltd. As a Senior Specialist IT and managing the Service Delivery (SD) Team for the project/Business Tenet Health (USA). Along With I have good hand on Experience on HP, Dell and IBM Servers with the domain controller, DNS, Active Directory (AD), and DHCP. User creation in user and Computers and office 365. Good knowledge about the office 365 installation as well as configuration of outlook, MS Teams, network Drive configuration, Windows 10 Windows 11, Server operating System 2012, 2012R2, 2016, 2019. I have good knowledge on Cisco Routing and Switching as well as on Arista Network (Switch), Firewall Management Sophos XG, Palo Alto, trend micro Antivirus. I have knowledge about SAP ERP Software installation and Configuration on User Computer and provided technical Support related to SAP ERP (SAU GUI Patch installation, SAP HANA, Power BI, Eclipse, Apache tomcat, JDK and JRE installation, CCTV installation and Configuration. New Office Establishment and created a road Map for new Office Implantation's. Prioritize and facilitate support issue as needed. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Senior Specialist
HCL Technology LTD.
Lucknow
12.2022 - Current
- As a Subject Matter Expert, I Investigate issues reported by customers, and communicate with internal product and Support teams to resolve Technical issues
- Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives
- Endeavor to respond to all customer requests in a timely manner while improving customer experience
- Create/assess Service Now Tickets for Level 1 specialists and help them in triage process
- Coach and assist Level 1 agents to help them in their regular cases and manage their workload as well as Preparing standard operating procedure (SOP) documents.
- Good knowledge in incident life cycle from Incident identification till Incident Close
- Prioritizing the Incidents based on the impact and urgency closing the no major Incident within the agreed SLA's
- Following the correct escalation process for the major incidents both Functional escalation and hierarchical escalation
- Monitoring of Severity 1 and Severity 2 tickets in incident ticketing systems to ensure all tickets are acted upon by various resolver teams
- Basic and Medium complexity fault-related cases diagnose and/or repair by effectively utilizing software diagnostics and other network/product utility programs
- Working knowledge of relevant technologies (e.g., Windows and Linux Platforms, voice and data Networks, LAN/WAN, IT infrastructure, etc.)
- Took ownership for the coordination, investigation, and documentation of Customer requests, issues and problems
- Co-ordinate and promote effective functioning of problem management activities across all support teams
- Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
- Working on Remote Session for the client Tenet Health USA
- Provide the Support for Software Installation, Account Locked/Reset/Unlocked
- Provide Support related to Office 365 Outlook/MS VISIO/Project/MS Teams
- SSL VPN, Configuring new Laptop and Desktop
- Provided technical support and guidance to junior specialists.
- Supported technical teams by stepping in to assist with assignments and delivering customer feedback.
- Solved technical issues by troubleshooting, resolving and documenting service tickets.
- Coordinated with internal teams to complete daily assignments and meet deadlines.
Senior System Engineer
Invenio Business Solutions PVT LTD
New Delhi
02.2017 - 12.2022
- Installation, Configuration, and Administration of the Domain Controller, ADC Server, Active Directory, DNS Server & DHCP server (WIN 2003/2008R2/2012R2/2016 Server O.S)
- Implementation and Administration of UTM device like Sophos XG230, Cyberoam 250ing &100ing) and security firewall Palo Alto
- Manage Helpdesk Tickets - Work on IT related issues on daily basis and make sure to meets SLA successfully with every tickets
- SSL VPN related issues, Provide SAP Software Support as SAP GUI, NWBC, Eclipse, JDK, JRE and other SAP related issues and installation, Laptop related issues, Office 365/ Outlook/MS Teams
- Expertise in Skype for Business/MS Teams 2010/2013/2016 clients as well
- Day to day operational issues, related to the systems and networks
- Installing the Operating system on the Server
- (OS 2012 R2server, SUSE Linux) Server Monitoring
- Ticket Raised on Server and Network support site (Dell, HP, CISCO, Cyberoam and act.) Implementation and managing Active Directory at on Premise and Azure AD environmental and MS Intune and MDM device management
- Implemented Encryption for Laptop drives using Sophos Central Encryption
- Preparation of detailed hardware and peripheral requirement with specification and get it approved by the Manager which would be later used by IT team for implementing the same
- Deft in providing technical support for MS Windows OS, Laptop, desktop Conversant with executing operations of Installing and configuring computer systems and diagnosing hardware/software faults
- Conversant with executing operations of Installing and configuring computer systems and diagnosing hardware/software faults
- Documentation of issues and troubleshooting
- IT asset inventory management.
- Deployed patches and updates to maintain stability of operating systems on servers.
- Created detailed documentation regarding system configurations and changes made over time.
- Implemented security measures such as firewalls, antivirus protection and access control policies.
- Monitored system performance and maintained uptime for critical applications.
- Diagnosed technical problems related to hardware, software, networking or other components.
- Identified areas of improvement in existing systems and provided solutions to resolve issues.
- Provided technical support to users with escalated requests or complex issues.
- Configured network devices such as routers, switches, hubs and wireless access points.
- Handled troubleshooting for software and hardware and promptly resolved issues.
- Provided status updates to keep upper management informed and to reach goals.
- Provided exemplary helpdesk service and support to assist customers.
- Maintained servers, software, and operating system equipment.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Configured, monitored and maintained email applications or virus protection software.
System and Network Engineer I
SP Sysnet PVT LTD
Mumbai
09.2016 - 02.2017
- Loge's Monitoring with kiwi SYSLOG web Access V 1.6.0 Mounting Arista Switch Model 7150 Series 64 port
- VLAN and Inter VLAN configure in Arista Switch Model 7150 Series 64 port
- Basic configuration in Arista Switch, Patching, SFP, Post, and Hardening
- Perform the systems & network-related technical work as per the requirements
- Service delivery & Implementation
- Post-sales support in systems & networks
- Pre-Sales support wherever required
- Create policy & procedures for operations and service delivery
- Follow the company's vision and mission objectives
- Deliver services in an efficient manner to get excellent feedback from customers.
- Created documentation detailing all aspects of the network infrastructure and its configuration.
- Monitored network performance and troubleshooted any issues that arose.
- Configured and maintained network hardware, including routers, switches, firewalls, and wireless access points.
- Provided technical support to users experiencing difficulties with their networks.
- Implemented, tested, validated and maintained networking services according to solution designs.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Managed IP addressing and subnetting, ensuring efficient network operation and connectivity.
- Provided technical support and guidance to users and junior network engineers, enhancing team knowledge and efficiency.
- Implemented network security measures, including VPNs, access control lists (ACLs), and firewalls to protect data and systems.
- Replaced faulty or damaged network hardware components to improve performance.
- Monitored system performance to promote network speed, availability and reliability.
System Administrator I
G.T Overseas
New Delhi
05.2015 - 04.2016
- Manage & troubleshoot the total I.T products like desktop, tablets, printer, and server
- Manage the desktop related problems like formatting, printer sharing, heating Bios Update and outlook Configuration
- Manage IBM Tower Server Model No- x330 M4, Configuration DHCP in 2003 and 2008 (R2) Server, Installing DNS in 2003 and 2008 (R2) server
- Installing Active Directory in 2003 and 2008 (R2) server
- Installing and updating the antivirus scanning the viruses
- Installing Microsoft Dynamics Navision ERP
- Digester Recovery.
- Configured and maintained system hardware, software and network components.
- Maintained inventory of hardware assets including servers, laptops, desktops.
- Installed, tested and evaluated new systems, applications and patches.
- Troubleshot application errors and provided technical support to end-users.
- Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
- Configured and supported virtual environments using VMware and Hyper-V, optimizing resource utilization.
Education
MBA - Information Technology System Management
NMIMS Deemed-to-be-University
Mumbai, Maharashtra12-2022
Bachelor of Arts - Psychology
Deen Dayal Upadhyaya Gorakhpur University
Gorakhpur, UP07-2013
Diploma - Diploma in Hardware And Networking And Se
IACM Networking Training Institute
Meerut UP11-2010
Senior secondary education: Psychology -
MSS Inter College
Meerut UP03-2009
High School Diploma -
Sankrityayan Inter College
Gorakhpur UP03-2007
Skills
- Certification-MS Windows Server 2012 R2 Administration
- Microsoft Certification Installing and Configuring Windows Server 2012
- Windows Server 2012 Administration- Active Directory Domain Services
- Windows Server 2012 Administration- Administering Users and Groups
- Basic Networking Activity- Configuring and Managing DNS
- Microsoft Office 365
- Outlook Troubleshooting
- OneDrive Troubleshooting
- MS Teams troubleshooting
- Cyberoam SSL VPN & Firewall Security
- Palo Alto Endpoint Security
- Trend Micro Antivirus
- Trend Micro Email Security
- Service Now Ticketing Tool
- Routing and Switching
- Citrix installation
- Cerner Millennium
- VPN Installation
- People management
- Configuring Network Drive
- Configuring network printer
- Creating SOP Documents
- Business continuity plane (BCP)
- Root Cause Analysis
- Problem-solving abilities
- Effective Communication
- Team Collaboration
- Interpersonal Skills
- Multitasking
- Task Prioritization
- Active Listening
- Process Analysis
- System installations
- Resource Allocation
- Maintenance and repair
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
- Rewards and Recognition for Remote Desktop Service and Highest CSAT Achiever.
- Star Performer Award by HCL Technology II Project Tenet Health USA
Certification
Microsoft Certification ID: - 989976772
:- 410 Installation and Configuring Windows Server 2012.
:- 411 Administering Windows Server 2012
:- An introduction TO ML, AI, GEN AI AND CHATGPT
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Information
- Father's Name: Sahab Shukla
- Date of Birth: 08/20/1991
Address
House No 1201 Ground floor, CRPF, Delhi-75
Timeline
Senior Specialist
HCL Technology LTD.
12.2022 - Current
Senior System Engineer
Invenio Business Solutions PVT LTD
02.2017 - 12.2022
System and Network Engineer I
SP Sysnet PVT LTD
09.2016 - 02.2017
System Administrator I
G.T Overseas
05.2015 - 04.2016
MBA - Information Technology System Management
NMIMS Deemed-to-be-University
Bachelor of Arts - Psychology
Deen Dayal Upadhyaya Gorakhpur University
Diploma - Diploma in Hardware And Networking And Se
IACM Networking Training Institute
Senior secondary education: Psychology -
MSS Inter College
High School Diploma -
Sankrityayan Inter College
Languages
- English (Read, Write, Speak)
- Hindi (Read, Write, Speak)
Awards
HCL TECHNOLOGY Recognition and Award
References
References available upon request.
Personal Information
- Father's Name: Sahab Shukla
- Date of Birth: 08/20/1991
Address
House No 1201 Ground floor, CRPF, Delhi-75
Languages
- English (Read, Write, Speak)
- Hindi (Read, Write, Speak)
Awards
HCL TECHNOLOGY Recognition and Award
References
References available upon request.
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