Sunny Sharma
Queretaro
Summary
Technical Account Manager with more than 16 years of hands-on experience in Fin-Tech Application Support and Cloud based technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Tata Consultancy Services
09.2020 - Current
- Engaged in tool and process improvements to streamline customer success activities and services around hybrid infrastructure (including Cloud Products) on 40+ data centers globally consisting of 16000+ production servers.
- Configured and modified product systems to meet customer-specific needs along with security compliance and business continuity planning.
- Delivered technical presentations matching audience level of expertise to explain products and services to stakeholder, customers and development teams.
- Worked with customers and engineering team to determine cloud based system needs and process requirements.
- Participated in product innovation by identifying and representing customer needs and presenting new cloud capabilities in existing and newly deployed collaborated with cross-functional teams to deliver successful product implementations and cost optimization.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Created product training plans centered on infrastructure expansions, upgrades for customer success and satisfaction.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Wrote detailed technical documentation for company products.
- Organized product demonstrations and trial installations of equipment to promote products.
Operations Manager (Service Delivery Manager)
Refinitiv
05.2019 - 09.2020
- Demonstrated leadership skills in managing projects from concept to completion.
- Learned and adapted quickly to new technology and software applications.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Led cross-functional global team of L2 engineers for continuous service improvement plans, change planning and
deployment, incident management, release management. - Training of L2/L1 engineers on infrastructure and process requirements.
- Skilled at working independently and collaboratively in team environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Proved successful working within tight deadlines and fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Worked well in team setting, providing support and guidance.
Operations Manager
Thomson Reuters
10.2008 - 05.2019
- Analyzed and reported on key performance metrics to senior management for 22 team members globally.
- Managed over 5+ P1 incidents and 7+ P2 incident calls on daily basis.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Senior Systems Engineer
Thomson Corporation (Intl) Pvt Ltd
08.2008 - 10.2008
- Identified value opportunities to exploit product for maximum business effectiveness.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Drove technical initiatives for large enterprise systems to align with long-term business strategies.
- Defined parameters for API and data acquisitions.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Suggested system updates or changes after conduct in-depth technical reviews.
System Engineer
Unisys Global Services - India
05.2006 - 09.2008
- Optimized networked software and operating systems by applying updates and patches.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Completed software updates and assessed security patches for optimized computer use.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Education
Bachelor of Commerce - Business Administration And Management
Jai Narayan Vyas University (Rajasthan University)
Jodhpur, Rajasthan04.2005
Skills
- Operational Efficiency
- Training Junior Team Members
- Mission Critical Applications
- Stakeholder Relationship Management
- Revenue Growth
- Customer Needs Assessments
- Operations Improvement
- Determine System Requirements
- Improve Product Configurations
- Technical writing
- Skilled coordinator for DEFCON level calls and meetings
- End-to-End product lifecycles
Accomplishments
- Supervised team of 22 staff members Located globally.
- Reduced the incidents reported of infrastructure issues by 48% globally by leading tested plans of automated processes.
- Increased core systems availability to 72% by developing standard planning governance of best implementation practices.
- Automated repeatable tasks to increase resource efficiency.
- On time delivery of 7 new cloud projects from Pre-SOU to Operational support.
- In span of 5 years, ‘0 – zero’ human error reported cause of release and change planning, in real time infrastructure.
- Nominated and awarded for the ‘Best informative counter’ in Bangalore Customer Expo – 2014 for Thomson Reuters (India).
Certification
- AWS Cloud SysOps Administrator
- Six Sigma (Green Belt)
- MCSA (Windows Server 2012)
- ITIL v3
- Sun Solaris – Level 2
- Agile Project Management
Languages
Kannada
Intermediate (B1)
Tamil
Elementary (A2)
Timeline
Technical Account Manager
Tata Consultancy Services
09.2020 - Current
Operations Manager (Service Delivery Manager)
Refinitiv
05.2019 - 09.2020
Operations Manager
Thomson Reuters
10.2008 - 05.2019
Senior Systems Engineer
Thomson Corporation (Intl) Pvt Ltd
08.2008 - 10.2008
System Engineer
Unisys Global Services - India
05.2006 - 09.2008
Bachelor of Commerce - Business Administration And Management
Jai Narayan Vyas University (Rajasthan University)
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