SUNNY SINHA
Staff Engineer-End User Computing
Bangalore
Summary
Seasoned Employee with experience in IT management and Leadership
Possesses excellent problem-solving and customer service skills
Seeking a role to enhance efficiency and profits in an organization. Skilled in developing personnel initiatives, fostering a quality-oriented culture, and prioritizing performance. Able to build solid relationships with employees and implement effective personnel initiatives to support business goals and enhance employee engagement and retention.
Over 16 years of experience in Support Service
Developed and implemented customer service procedures and policies within the organization.
Overview
18
18
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Level 4 - Staff Engineer-End User Computing
Omnissa
06.2015 - Current
- A former VMware business.
- Acted as a primary point of contact for incident, service request, and problem management
- Handled hardware lifecycle management including procurement, refresh and assest tracking
- Designed and implemented innovative solutions for complex engineering problems, resulting in increased productivity
- Analyzed and interpreted customer requirements to develop engineering solutions
- Contributed to the development of new products by conducting extensive research on emerging technologies and market trends with Product Management Team
- Conducted thorough analyses of existing customer infrastructure to identify areas for improvement, and recommend viable upgrades
- Worked closely with SOC and security teams for remidiation
- Developed comprehensive engineering documents for all projects
- Created detailed reports on engineering activities and findings
- Communicated regularly with customers concerning data exchange and technology integration
- I wrote strategic business plans outlining the need for departmental information technology resources
- Demonstrated strong organizational and time-management skills while managing multiple projects
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Track KPIs, and create continuous improvement plans for engineers
- Increased customer satisfaction ratings to 90% for the team.
- Developed and implemented training initiatives for new hires
- Hiring, developing, and mentoring great talent as a hiring panelist
- Coordinating a variety of projects in a highly operational environment
- Handle global customer escalations
- Worked as a POD Captain in the Premier Services Team, leading a team of Enterprise Support Engineers, recognizing inefficiency, and driving process improvements to enhance the productivity of all engineers
- Collaboration with Support Account Managers (SAM) and Technical Account Specialists (TAS) teams for escalated SRs, which demand immediate attention
- Mentored junior engineers by providing guidance on best practices and industry standards, fostering professional growth.
- Accountable for my team's KPI metrics.
- Conduct weekly and monthly team meetings, and drive business goals and KPIs.
- Work with cross-functional teams to build RCAs as appropriate.
- Auditing tickets and sending daily reports to leadership
- Managed multiple concurrent projects, ensuring timely completion and adherence to budget constraints.
- Presented technical findings and recommendations to key stakeholders with clarity, supporting informed decision-making processes
IT Enabled Ops
Dell International Services
12.2009 - 06.2015
- Supporting Customers in resolving technical issues with their Dell Desktops, Notebooks as well as software support
- Well versed with Windows Operating systems (Windows XP / Vista / Windows 7 / Windows 8 and Windows 10)
- Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents.
- Understands SLA requirements and works to ensure those requirements are met when possible.
- Document or review the various project artifacts to ensure that these are following best practices and are delivered to the customer on time
- Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Responding and resolving Tickets /user queries within agreed time limits
- Responsible to handle P1& P2 incidents
- Working continuously on a task until completion, prioritizing and managing many open cases at one time.
- Familiar with standard desk top environment, MS Office and Lync.
- Helping clients auditing on different compliance and reduction of hardware dispatch rate
- Used excel based audit template
- Review of case log to indicate that troubleshooting steps were completed prior to dispatch
- Review of case log to ensure correct diagnostic tool was used, and appropriate diagnostic code logged
- Capture issues that indicate Customer Satisfaction and capture the logged reason
- Review all relevant dispatch policies
- Review of case log to identify required approvals was logged or not
- Providing feedback on each audit for controllable and non-controllable factors
- Providing trend analysis to clients on weekly calls
S.M.E (Subject Matter Expert)
Wipro BPO LTD
01.2008 - 12.2009
- Worked as an S.M.E (Subject Matter Expert) with WIPRO BPO, Kolkata in a voice process 'British Telecoms' resolving ISP related technical issues.
- Major area trouble shooting is with Internet connectivity, wireless connection, E-mail configuration on different email clients.
- Handled team of 15 members as a Process Improvement Coach.
- Took care of the regular coaching and training programs as per business requirements.
Education
MBA - Project Management
Alliance University
Bangalore10.2019
Bachelor of Arts - ARTS
Higher Secondary Examination - undefined
BIEC
01.2005
Secondary Examination - undefined
BSEB
Patna01.2002
Skills
Workspace ONE UEM
Deploying scripts
Reporting through UEM and Intelligence
API
Database management
Log analysis
Device Management
Apple device management
Debugging apps
Server Management
IIS
Networking Traffic Tracing
DNS Administration
DHCP Administration
TCP/IP
TLS
SSL communication
Accomplishments
- Was nominated for MVP for Q3, 2024
- Received an award for 'Doing the right thing' for Q2
- Received Elevate Our Best award in Q4, 2021
- Received RnR for customer experience (CE) in FY16 with 47 VSAT's in a row in VMware
- Have earned Reward and Recognition for achieving more than 85% CE (Customer Experience) and Total Solution.
- Have Earned Rewards and Recognition for Outstanding Performance and delivering Overall Stacks for two quarters in Fiscal year 2010 and in last quarter of Fiscal year 2011 as STAR OF THE SEGMENT AND STAR OF THE QUARTER.
- Worked as a Sales Spoc for the team to manage and achieve sales target for the team
Certification
iAspire (VMware), Nominated for the iAspire Program in VMware which is to prepare Next-Gen People managers within the Organization. The training program included modules on Original Genius, Emotional Intelligence, Coaching Skills, Being Human, Effective Presentation, Accountability.
Interests
Travelling
Listening to music
Watching movies
Timeline
Level 4 - Staff Engineer-End User Computing
Omnissa
06.2015 - Current
IT Enabled Ops
Dell International Services
12.2009 - 06.2015
S.M.E (Subject Matter Expert)
Wipro BPO LTD
01.2008 - 12.2009
Higher Secondary Examination - undefined
BIEC
Secondary Examination - undefined
BSEB
MBA - Project Management
Alliance University
Bachelor of Arts - ARTS
Skillset
10 years, Worked on device enrollment, Profile deployment, Deploying scripts, Reporting through UEM and Intelligence, Worked on API, Worked on DB and can create Basic DB tables for Workspace One, Log analysis, Deploying Apple devices through regular enrollment / ABM Enrollment, VPP Apps, APNs management, Apple School Manager, Deploying all types of Android devices, All kinds of Android enrollment method, Managing Android play store Apps, All kinds of Windows enrollment methods, Windows app management, Managing application on all platforms (iOS/MacOS/Android/Windows), Debugging apps and troubleshooting, Worked on SDK apps, Worked on Email Management - Secure Email Gateway, Deploy and Manage SEG / Powershell, Worked on different Email Apps (Boxer/Native/Outlook), ENS, Knows basics of MCM (Mobile Content Management), Server Management - IIS, Networking Traffic Tracing (Wireshark, Fiddler, etc.), DNS, DHCP Administration, TCP/IP, TLS - SSL communication
Personal Information
Date of Birth: 04-02-1988
Personal data processing
I hereby declare that all the above-mentioned information is true to the best of my knowledge and belief.