Sunny Hirwani

Career Progression

• Started as Support Engineer; advanced to SME & Escalation Engineer.
• Promoted to Tech Lead, managing global technical operations.

Technical Expertise

• Installed and maintained Windows Server OS (2008–2025) & client systems.
• Knowledge support across Microsoft Windows environments as Active directory, Networking, Devices & Deployment, Clustering.
• Worked on Deployments tools as Intune, SCCM, WDS, MBAM.
• Handled IT issues and account maintenance for internal users.

Leadership & Team Development

• Managed and mentored a team of 20+ Support Engineers.
• Trained juniors on server administration best practices.
• Fostered collaboration and a positive work culture.

Escalation Management

• Resolved complex escalation cases with high customer satisfaction
• Coached team on handling escalations and improving service delivery
• Collaborated cross-functionally to reduce recurring issues by 20%
• Analyzed customer feedback to enhance escalation processes
• Reported KPIs and insights for management review
• Maintained professionalism and confidentiality with sensitive cases

Executed troubleshooting processes for broadband connections, ensuring secure cable connections and conducting device tests.

Restored connectivity through power cycling of modems and routers.

• Addressed service outages by coordinating with ISP for timely resolutions.
• Streamlined Oracle database provisioning via Oracle Enterprise Manager, adhering to established guidelines.
• Established consistent provisioning profiles, including all necessary settings and backup plans.
• Monitored network performance with Nagios and PRTG Network Monitor to track latency and packet loss.
• Analyzed network traffic with Wireshark, testing connectivity and tracing packet paths.
• Verified accuracy of IP addresses, subnet masks, and gateway settings across networking devices.

• Directed customer support initiatives for blended projects in US and Canada.
  Created strategies aimed at improving customer service quality.
• Resolved customer issues in a timely manner.
• Responded to customer inquiries via phone, email and chat.