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
undefinedAccomplishments
- 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
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