Sourav Nagpal
IT Operations Analyst II.
Ambala Cantt,Haryana
Summary
As IT Operation Analyst II with a demonstrated experience in IT industry with good exposure to Azure and On-premises operations and team management. Skilled in Azure, Technical Support, Microsoft technology stack including Active Directory, DNS, O365, failover clusters, Virtualization, System Center suite. Proven experience in enterprise level backup and monitoring areas including BCP/DR and proactive monitoring. Focused, eager to learn new technologies, and able to effectively communicate ensuring superior customer service to maintain a strong customer relationship, committed to individual and team assignments, and able to manage multiple tasks with aggressive timelines. Accomplished and dynamic IT Professional, with extensive experience in managing and supporting a service desk environment. Documented success during 9 years of career- with extensive knowledge of customer service and technical operations. Well-versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Widely recognized for technical & and people skills and reputed for going beyond the call of duty to help clients, for dependability & and reliability.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
IT Operation Analyst II
Fifthnote- An Ensemble Health Partner
Mohali
02.2022 - Current
- Managing and configuring Microsoft WVD technologies including 30 host pools, 16 WVD golden images and scaling.
- Manage Azure Active Directory for Azure WVD related systems.
- Analyze system performance indicators and recommend improvement actions for Azure WVD based production configuration.
- Help in Organization and management business applications that is installed on Azure WVD Improve and adjust Azure WVD.
- Take full control and accountability for applying implementing maintaining and examining documentation of Azure WVD.
- Designed and configured Azure Virtual Networks(VNets), subnets, Azure network settings, DHCP address blocks, DNS settings, security policies.
- Capture image of Virtual Machine. Attaching Disk to Virtual Machine. Manage and create Virtual Network and End Points in Azure Portal.
- Worked on escalated tasks related to interconnectivity issues and complex cloud-based identity management and user authentication, service interruptions with Virtual Machines (their host nodes) and associated virtual storage (Blobs, Tables, Queues).
- Provide technical assistance for all servers desktops and services that apply to deployed configuration.
- Provided technical leadership and delivered innovative products and services to address customer specific requirements.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Senior Resolution Expert
SoftIntels.Pvt.Ltd
Zirakpur
06.2021 - 02.2022
- Helped 12 team members develop skills and improve performance to maximize service and productivity.
- Compiled data on trends and identified potential enhancements.
- Assisted management with keeping team working efficiently.
- Monitored calls and proposed improvement plans for struggling representatives.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Delivered services to customer locations within specific timeframes.
Assistant Manager-Presales
K7 Computing Pvt.Ltd
Ambala Cantt
12.2019 - 06.2021
- Provide converged system consultancy to enterprise level customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Identification of most suitable solution and products and complete most optimum economical design meeting tender requirements and site conditions
- Attend client meetings for technical clarifications & technical presentation
- Preparation of complete detailed technical proposal system architecture, compliance
- Carry out proof of concept trials and technology demonstrations for customers/Partners
- Performing competitive analyses
- Putting together business cases for sales teams to support their proposals
- Carrying out Sales, Presales & hands-on technical trainings/presentations for partners
- Following up and communicating with Vendors for latest Technologies updates
- Preparing projects specification Compliance sheet, RFPs
- Provide professional service for installation, configuration, maintenance and trouble shoot for Enterprise customers.
Senior Technical Executive (Resolution Expert)
SoftIntels.Pvt.Ltd
Ambala Cantt
09.2018 - 11.2019
- Professionally handled incoming requests from customers with repeated call-ins within period Ensure that issues are resolved both promptly and accurately
- Delivered excellent customer service by communicating with energy and personal confidence
- Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction
- Determined appropriate courses of action to ensure result is win-win and document interaction through contact tracking
- Provided accurate product information and serving as knowledgeable resource for customer.
- Exceeded monthly performance objectives including call quality, attendance and punctuality, adherence, and call handle time
- Provided accurate, clear, and concise response to incoming customer calls, with focus on providing world-class customer satisfaction.
Helpdesk Technical Coordinator
Avaso Technology Solutions Pvt. Ltd.
Mohali
01.2018 - 09.2018
- Managed IT services, remote and onsite support to globally customers,(Virtela NTT, NSC global, Outsource International, Park Palace Technology, On-Mobile).Where business is dependent on optimum IT infrastructure management
- This includes providing day-to-day System administration, patches updates, bug fixes, and proactive monitoring tasks
- Managed Client’s requirements on daily basis. Proactively monitoring and alert management tools
- Mapping client's requirement and implementing measures to maximize customer satisfaction levels
- Ensuring continuous interaction with customer to make sure that area of concern can be worked upon for improved service levels
- Proactively keep record of daily activities, like (Ticket updating, Field engineer’s database)
- Monitored database globally of Field engineer’s also ticket locking, update status on ticket management tool
- Install wide range of network equipment. Keep network infrastructure up-to-date and secured. Identify and recommend needed and optimal infrastructure improvements.
- Troubleshoot various network issues affect solutions and collaborate with staff and outside vendors to resolve complex problems
- Analyzed software hardware and network systems for various transmission systems. Configured and installed routers switch and wireless controllers
- Evaluated complex computer systems to assess vulnerability and risk. Worked with outside vendors and teams to develop voice and data wiring infrastructure
- Maintained all network documentation for hardware configuration and licensing.
Project Co-coordinator
Velocis System Pvt. Ltd.
Chandigarh
11.2014 - 03.2017
- Clients: HARTRON, Haryana state govt, Airtel India
- Project Name: Haryana State Wide Area Network (HSWAN)
- Specialization: IT/Computer – Networks/L1 support
- Haryana State Wide Area Network (HSWAN), Haryana Govt (Implementing & Life cycle management of Haryana Gov.
- SWAN including end to Phase- III Project Implementation, Including Hardware and peripheral delivery along with connectivity as per Tender RFP for total of 643 Sites all across Haryana Responsible for project management and Coordination throughout entire project lifecycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover
- Mapped client's requirement and implementing measures to maximize customer satisfaction levels, ensuring continuous interaction with customer to make sure that area of concern can be worked upon for improved service levels
- Agreeing project objectives, Representing Client's interest, using latest IT to keep track of people and progress, making sure that all aims of project are met, risk assessment, Document network problems
- Coordinated with multiple vendor for supporting customer to connect different branches, to resolve Trouble Tickets within defined SLA
- Support customer for Installation of new site connectivity Etc.
- Job Responsibility: Monitored network using monitoring tools, performing L1 level troubleshooting, investigating issues, escalating issues to higher level, providing support to field Engineers and govt Clients.
- Handling tickets on CA NMS Service desk and incident management, problem management
- Handled Installations, Monitoring, Configurations, Maintenance and Trouble shooting of Network environment by meeting customer expectations within timelines.
- Ability to work collaboratively within team of other Network Systems Administrators to support deadlines; ability to work independently as well Configuration of Cisco routers, switches and different types of modems Areas of expertise include technical support for Network Management.
- Proven ability to improve network performance and reliability and user experience Monitored of existing Network by CA-NMS Tool
- CA Spectrum: Monitored SNMP enabled devices by discovering them CA E-Health: For generating reports related to BW utilization, CPU utilization, links availability and reach ability and also uptime and downtime of links
- CA Service Desk: For generating ticket regarding alarm/fault generated in links. Putty, Remote desktop support, Telnet.
Education
High School Diploma -
MIET
Mohra 06.2010 - 06.2014
Skills
Azure Cloud services Azure Virtual Desktop
Manage Azure Active Directory for Azure WVD related systems
DHCP, TCP/IP, Routing, Lan/Wan Home Networking, File and Print sharing, VPN ConnectivityCRM, Service Now, Microsoft Office Suites, CA Spectrum 102, ITIL V4, Office 365, System Center Configuration Manager, K7 Endpoint Security Enterprise,
Proper Execution of work, Leadership quality
Operation monitoring, On-site operations
Compliance with operation procedures
Accomplishments
- AZ-900, ITIL-V4,NMM-100 Certified.
- First Prize in Soap Cutting Competition in 2010
- First Prize in Tech-Mine Competition in 2011
- Appreciation Letter From Customer (Airtel) in 2015
Interests
Avid reader of new trends and technology in networking industry
Interacting with new peoples
Cricket
Education
Modern Institute of Engineering and Technology (MIET), (K.U)(2010-2014), 2007, HBSE, 60%, 2010, CBSE, 60%, 2014, K.U.K, 69%
Experience
2 years 5 months as Project Coordinator, 9 months as Help-Desk Coordinator, 1 year 2 months as Senior Technical Support Executive, 1 year 6 months as Presales Assistant Manager, Currently working as IT Operation Analyst II.
Disclaimer
I hereby declare that all the above information given by me is true to my knowledge and belief.
Certification
Az-900
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Timeline
ITIL-V4
01-2023
Az-900
10-2022
NMM-100
08-2022
IT Operation Analyst II
Fifthnote- An Ensemble Health Partner
02.2022 - Current
Senior Resolution Expert
SoftIntels.Pvt.Ltd
06.2021 - 02.2022
Assistant Manager-Presales
K7 Computing Pvt.Ltd
12.2019 - 06.2021
Senior Technical Executive (Resolution Expert)
SoftIntels.Pvt.Ltd
09.2018 - 11.2019
Helpdesk Technical Coordinator
Avaso Technology Solutions Pvt. Ltd.
01.2018 - 09.2018
Project Co-coordinator
Velocis System Pvt. Ltd.
11.2014 - 03.2017
High School Diploma -
MIET
06.2010 - 06.2014