Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Certification
Accomplishments
Affiliations
Timeline
Generic
Shashank Sharma

Shashank Sharma

Ghaziabad

Summary

An innovative and skilled Technical and Application Support individual offering support and solutions to customer queries, especially pertaining to Systems Administration, Quality and Networking, O365; Currently leading a team of 34 members, demonstrating my strong leadership and management skills along with strong understanding of ITIL and ITSM best practices framework to handle various tasks based on priority.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior System Administrator

Infinite Computer Solutions
Noida
03.2023 - Current
  • Deploy workstation's from on premises AD to Azure domain. Perform administration activities on Local and Azure Active Directory such as setting up MFA services, user accounts, roles, access, privileges and Security groups.
  • VPN like Global protect, Cisco Any-connect, SCCM and its services troubleshooting along with vulnerabilities. Workstation management like setting up, configuring and install authorized software on laptop and desktops.
  • Provide support to One drive backup and restoring data along with real time applications like anti viruses, Endpoint Detection and Response like Sentinel One and possible vulnerabilities by checking periodic updates.
  • Ensuring security and upgrades are applied and kept up to update on desktop, laptop and it's applications. using of remote tools like Connectiwise, Teamviewer, Online cloud based Web and E-mail cyber security (MIMECAST).
  • O365 operations like creating, managing users, group and distribution list management. Assigning licenses along with its domain migration support including mobile devices, integration planning, mailbox integration, sharepoint integration. Create and maintain documentation for integration processes, configurations and troubleshooting procedures. Work closely with IT, security and compliance team to ensure that adherence to organizational policies are done timely.
  • Active directory support, hardware support like printer, scanner, outlook configurations, Windows/MAC support and it's troubleshooting.
  • ITSM tools like Service Now, JIRA, Connectwise along with NOC operations like monitoring, troubleshooting, reporting and tracking online incidents.
  • Troubleshooting and installation of hardware and software like printers, scanners, office and business applications, IP Addresses. Hands on with ITSM tools like Service now, connectwise. Ensure all documents related to known errors or workarounds are completed in accurate, concise and articulate way.
  • Working knowledge on Active Directory Infrastructure. (Creation/Suspension of users, organizational unit, service accounts and password reset).
  • Excellent remote troubleshooting steps skills (desktop, printers, laptops) and working alongside onshore agents to replace, deploy and retire hardwares.
  • In depth knowledge of IT Service Management and IT operation management tool. Multitask and handles various tasks based on priority, incident management, reporting. Hosting daily calls with onshore clients related to daily progress of team, escalations and addressing vulnerability management team specifically for addressing vulnerabilities.
  • Currently managing a team of 34 members, overseeing training for new hires, global communications for USA Today, handling L3 escalations, and managing client communications, including creating knowledge base articles to be followed by the entire support team.

Customer Service Technician

Rackspace India
Gurgaon
05.2020 - 03.2023
  • Working as a Customer service Technician providing support for Email Products [IMAP, Microsoft Exchange as well as Office365 Environment]
  • Proficient in message and mail tracking, troubleshooting to resolve mail delivery issues
  • Working as an Escalation Tech for Frontline Rackers with their Escalated queries
  • Experience in Administering Exchange Online using ECP or EAC (Exchange Admin center)
  • Support assistance in setting up Tenant, Creating users, License assignment & other features of Office365 Admin center
  • Troubleshooting Experience with Outlook, Exchange server, ActiveSync
  • Administration, Maintenance and Management of Mailboxes and Troubleshooting Exchange Components (Database, Outlook Web Access, Offline Address List, Mail flow, Public Folders, Free/Busy information)
  • Administered daily tasks both for the ON premise and the Cloud environment using PowerShell
  • Hands on experience in Installation , Management & Migrations of Exchange servers, Mail Flow & Hybrid Deployments with Office 365
  • Configuration of Email Architecture & Troubleshooting mail flow issues (SPF, DKIM & DMARC)
  • Execute, Manage & Lead Office 365 Migrations for external clients, Hybrid Deployments with SharePoint & Exchange
  • Research acute, complex technical problems within the environment and develop plans to resolve those
  • Good Knowledge in Azure Active Directory
  • Develop and report out on usage statistics and drive managed service provider's monitoring of the messaging and email environment

Support Executive

Accenture
Gurgaon
05.2019 - 05.2020
  • Worked as a Support executive providing support for wide range of both software as well as Hardware specific issues
  • Provide Thorough support and problem resolution for customers
  • Displayed courtesy and strong interpersonal skills with all customer interactions
  • Maintained composure and patience in face of difficult customer situations
  • Informed customers about Issue resolution progress
  • Achieved Quality score more than 90% for entire period
  • Achieved consistent under Top 10 rating in monthly metrics, including AHT, number of calls per shift and customer satisfaction ratings
  • Proactively informed Quality & leads about challenges while Handling calls
  • Trained New employees and explain protocols clearly & efficiently
  • Met all Professionalism, Troubleshooting & Documentation Metrics

Sales Executive

Edwisor Pvt. Ltd
Gurgaon
  • Worked as a Sales Intern.

Education

Bachelor of Technology in Computer Science -

SRM University

10th and 12th [CBSE Standard] -

Delhi Public School Ghaziabad

Skills

  • End User Support
  • Teamwork
  • Problem Solving
  • Device Management
  • Global Communications
  • ITIL
  • SLA Management
  • Escalation Management
  • Root Cause Analysis
  • Knowledge Management
  • KPI Monitoring
  • Team Management

Hobbies and Interests

  • Reading Blogs & watching YouTube Videos related to Health & Fitness, Technology & Personality Development
  • Travelling to different places & do Adventure activities.
  • Watching movies and scientific documentaries to expand my horizon of thinking and understanding.

Certification

  • Azure Administrator Associate (AZ-104, Valid up to January 2025)
  • AWS Solutions Architect Associate (Active)

Accomplishments

  • Won the Spot Award for Best Performer of the Quarter for 2 consecutive times.
  • Promoted to leadership role within 2 weeks of client KT Training and handling team of 35 members since 1.5 years.

Affiliations

  • Sports enthusiast individual with a key mindset of mental as well as physical wellbeing.
  • Participated in multiple Marathons, Corporate Cricket and Football tournaments.

Timeline

Senior System Administrator

Infinite Computer Solutions
03.2023 - Current

Customer Service Technician

Rackspace India
05.2020 - 03.2023

Support Executive

Accenture
05.2019 - 05.2020

Sales Executive

Edwisor Pvt. Ltd

Bachelor of Technology in Computer Science -

SRM University

10th and 12th [CBSE Standard] -

Delhi Public School Ghaziabad

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Shashank Sharma