Volunteering and community involvement
Susheel Sharma
Project Manager
Bangalore
Summary
A motivated, adaptable, and responsible seeking a challenging position to exploit and enhance my technical, organizational and communication skills. I have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. Ability to multi-task and prioritize effectively and patience when dealing with clients.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Receive number of appreciations for handing different Projects and awarded with many certificates & trophies.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Sr. Project Manager (Client Services)
Sabre Travel Technologies Pvt. Ltd
Bengaluru
04.2019 - Current
- Strive to do the fundamentals flawlessly, accountable for both success and failure, and be willing to take on the tough assignments
- Project Management with different clients in APAC regions
- Develops improvement plans with branch support and helps to manage and direct all projects within cost and timeline objectives
- Hand on experience with Distribution system in Hospitality
- Handles Large strategic customers like Shangri-la, OYO, Centara etc
- Handles projects of different Sabre products like GDS/IDS, SBE (Booking Engine), Channel Connects (OTA), Payment processing, PMS Integration etc
- End to End implementation of customer product tools
- Provide quality, statistically valid analysis and related output Collaborate with cross-functional internal resources
- Monitor performance of distributors, identify, and communicate areas of improvement and work on action plan to improve performance of distributor
- Provide proficient problem solving and data analysis, derived from modeling and statistical experience
- Works with Engineering and Distribution Management to develop knowledge of training principles, methods, and work measurement
- Always build relationships within or outside team, thus voluntary helps new people for their project and knowledge sharing.
- Worked with customers to understand needs and provide excellent service.
- Delivered services to customer locations within specific timeframes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Drove operational improvements which resulted in savings and improved profit margins.
- Resolved problems, improved operations and provided exceptional service.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Demonstrated respect, friendliness and willingness to help wherever needed.
IT Consultant, Team Leader
ITC Infotech
Bengaluru
01.2016 - 03.2019
- Handling Team as Team Leader for Basic and Complex Installation of Property Management Software – ‘OPERA’
- Handles installations of Interfaces with CRS and GDS like Sabre (Synxis), Amadeus (Delphi), Pegasus and many more
- Document and articulate steps taken in an analysis to project managers
- Take a proactive, independent role in analysis design, project planning and execution
- Present statistical results to both technical and non-technical audience in a clear manner
- Help Team in resolving different issue and providing guidance
- Provide training for installation, implementation and troubleshoot of different version of database mainly Oracle 10g and 11g
- Guide Team in Setup Data guard for different version of Database
- Provide Training to different client regarding Application and Database.
- Built strong relationships with customers through positive attitude and attentive response.
- Created service level agreement for IT operational functions and help desk operations.
- Mentored and guided employees to foster proper completion of assigned duties.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Initiated timely response to emails, voicemails and written correspondence.
- Met architecture compatibility and guidelines through effective troubleshooting.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Assisted with new hire processing and existing training programs.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Cross-trained and provided backup support for organizational leadership.
- Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
- Instructed proposal team in use of computer software graphical elements, page design and aesthetic standards.
- Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Worked with colleagues to create prototypes for designs and training materials.
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Implemented new working processes to deliver multiple improvements.
- Coordinated weekly meetings for internal and external groups.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
Technical Service Consultant
Oracle Pvt. Ltd
New Delhi
04.2015 - 01.2016
- Integrating and Implementing the Property Management Software – ‘OPERA’
- Opera Application Installation with Oracle Database on different types of server setup
- Up gradation of Opera Application with different Patches
- Up gradation of Opera Database with different tested patch sets with opera
- Migrate Oracle Database from one server to another and also upgrade from one version(10g) to another version (11g 11.2.0.4 patch set 12)
- Synchronized separate database using Oracle Data guard setup
- Moving of Oracle Database from one server to another or from one location to another
- Take Cold Backup and Hot Backup of Oracle database through RMAN Backup
- Recovery of Opera Database
- Gives Support for Technical issues to clients
- Configure and testing different Interfaces in Opera from different vendors like Internet, Avaya, and Calling Systems etc.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed team communications and information for meetings.
- Participated in team-building activities to enhance working relationships.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
Technical Service Specialist
Micros Fidelio Pvt. Ltd
New Delhi
05.2014 - 03.2015
- Integrating and Implementing the Property Management Software – ‘OPERA’
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Presented business leaders with ROI estimations to drive project planning.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
- Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
- Remained on-call for emergency tickets through night and weekend shifts.
- Prepared product performance reports by collecting data on customer feedback and reported failure rates.
- Educated stakeholders on data protection tactics to reduce breaches.
- Organized system operating procedures to strengthen controls.
- Enhanced interfaces to promote better functionality for users.
- Investigated system issues and implemented resolutions to reduce downtime.
- Opera Application Installation with Oracle Database on different types of server setup
- Up gradation of Opera Application with different Patches
- Up gradation of Opera Database with different tested patch sets with opera
- Synchronized two separate database using Oracle Dataguard
- Moving of Oracle Database from one server to another or from one location to another
- Take Cold Backup and Hot Backup of Oracle database through RMAN Backup
- Recovery of Opera Database
- Gives Support for Technical issues to clients
- Configure and testing different Interfaces in Opera from different vendors like Internet, Avaya, and Calling Systems etc.
Level 2 Network Engineer, TECHNICAL SUPPORT
DoCoMo InterTouch(India) Pvt
New Delhi
03.2012 - 05.2014
- Management of wired/wireless network including
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
- Submitted service tickets for equipment maintenance requests.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- 40 Switches (Cisco Catalyst 2960/3560),
- 2 controllers,
- 200 Access Points
- Maintenance of all nodes through Solar Winds Orion (NMS) and maintaining its database for updating/altering information of various nodes
- Coordinating with the IT managers and preparing for MICE IT requirements from companies like Vodafone-McLaren, United Nations, Alstom, KPMG, CAG, IMF, WHO, Microsoft and BRICS for their events at the hotel
- Guest wired/wifi support on Windows, Mac OS, Android, RIM, Symbian and Kindles and workstations including Micros and Opera
- Installation, Configuration and Maintenance of Windows Server 2003, Windows XP and Windows 7
Associate Consultant
IYOGI
Gurgaon
01.2011 - 07.2011
- Employed with iYogi technical support as a Technical Associate in L2SD (non-voice) Process
- Provided technical support to the customers of USA, Australia, Canada, and UK.
- Analyzed problematic areas to provide recommendations and solutions.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
Education
Bachelor of Engineering Technology - IT
Maharishi Dayanand University
Gurgaon 08.2006 - 12.2010
Skills
Client Services
Client performance monitoring
Project implementation
Project planning and development
CRS (Central Reservation System)
OPERA (Property Management Software)
Highly motivated and collaborative team player with strong interpersonal skillsAbility to work on multiple assignments concurrentlyStrong analytic thought process and ability to interpret findingsBoth independence and team orientation, depending on situationOutstanding analytical, problem-solving, and troubleshooting ability
Effective organization and time management skills
MS Office proficiency and tracking-software familiarity
Router, Switch, Nomadix: -5600, Freedom Server Software (Using for Site Configuration and Management)
SQL, Oracle 10g and 11g
MRTG (Using for monitoring & managing the traffic and bandwidth into the network)
Ms-office 2003/2007/2010/360(Word, Excel, PowerPoint)
Accomplishments
- Supervised team of 12 staff members.
- Resolved product issue through consumer testing.
- Receive lot of appreciation for handling different projects.
- Awarded with many trophies in Quiz & Debate competitions.
Interests
Sports
Art
Hobbies
I like to engage with any kind of sports which keep me positive, healthy & energetic and like to hear soft music which keep me clam and lively
Timeline
Sr. Project Manager (Client Services)
Sabre Travel Technologies Pvt. Ltd
04.2019 - Current
IT Consultant, Team Leader
ITC Infotech
01.2016 - 03.2019
Technical Service Consultant
Oracle Pvt. Ltd
04.2015 - 01.2016
Technical Service Specialist
Micros Fidelio Pvt. Ltd
05.2014 - 03.2015
Level 2 Network Engineer, TECHNICAL SUPPORT
DoCoMo InterTouch(India) Pvt
03.2012 - 05.2014
Associate Consultant
IYOGI
01.2011 - 07.2011
Bachelor of Engineering Technology - IT
Maharishi Dayanand University
08.2006 - 12.2010