Open To Work
Sushil Sahu
New Delhi
Summary
Innovative System Engineer known for high productivity and efficiency in task completion. Skilled in network architecture, software development lifecycle management, and system optimization. Excel in problem-solving, teamwork, and adaptability, ensuring seamless integration and operational excellence in fast-paced environments.
Overview
12
12
years of professional experience
Work History
System engineer L3
Tek shapers Software Solution
05.2023 - 06.2025
- Managed escalations from L1 and L2 engineers regarding application and OS issues.
- Ensured timely execution of tickets and tasks to maintain service quality.
- Ensured effective use of ticketing tool for improved service management.
- Creating Knowledge Critical Incident management calls and providing necessary support.
- Creating Knowledge articles and providing training to L2 Engineers.
- Manages the end point compliance related Issue.
- Raised calls with vendors to ensure timely resolution of technical issues.
- Installed software on user devices based on service requests.
- Oversaw management of printer devices internationally to maintain operational efficiency.
Senior Service Engineer
NEC Corporation
10.2022 - 01.2023
- Managed day-to-day tasks, including queue handling, calls, and tickets.
- Followed up on unresolved cases with users and L2 support team to ensure timely resolutions.
- Handled escalation cases, facilitating faster issue resolution.
- Validated tickets with agents before assigning cases to second level.
- Installed and troubleshot various software applications for users.
- Installed and configured MS Outlook to support user needs.
- Installed and configured network printer for optimal performance.
- Documentation of information for efficiency in day-to-day process.
Service Desk Lead
HCL Technologies
02.2020 - 10.2022
- Managed day-to-day tasks, including queue handling and ticket resolution.
- Supported agents in resolving ticket issues.
- Analyzed tickets and calls regularly to identify trends and areas for improvement.
- Facilitated daily huddles to address team challenges and enhance communication.
- Conducted training sessions for new hires to equip them with necessary skills.
- Developed comprehensive knowledge base articles for team reference and support.
- Created monthly staffing rosters for agents to ensure adequate coverage.
- Working on daily reports, like FCR and Abandon calls.
Sr. Analyst
HCL Technologies
08.2018 - 01.2020
- Joined HCL as a Senior Analyst as a Part of Queue Management Team (Onsite Support OSS).
- Provided critical support for daily operations, resolving complex trouble tickets to enhance service delivery.
- Managed daily operations, ensuring adherence to service level agreements.
- Arranging OSS engineers for Onsite support and taking to End to End Ownership of tickets.
- Handling Incidents and Service Requests by performing initial Diagnosing and properly logging and categorizing Tickets in BMC Remedy (Ticketing tool).
- Prepared SOPs and Knowledge Base Articles for running operations efficiently.
- Analyzed tickets regularly to identify trends and issues.
- Handling weekly meetings with clients, discussing challenges and road map for Providing Better Onsite Support.
Service Desk Engineer
Microland Limited
11.2015 - 08.2018
- Handled major incident management issues, achieving response time of 15 minutes and resolution within 1 hour for P1 and 2 hours for P2 incidents.
- Engaged with CCO and various teams to resolve issues across P1 to P5 incidents and service requests, ensuring timely support.
- Providing first level technical support to end users through phone calls, chats, emails and work on resulting incidents or service requests.
- Managing Incident management through P3 Tickets with Resolution TAT of 5 Hrs. via Remote Support.
- Resolved VPN and remote PC issues, ensuring users maintained secure and reliable access.
- Diagnosed and resolved proxy issues for BACI users in India, collaborating with the Asia Proxy Team.
- Implemented anti-virus patch updates on impacted systems, addressing vulnerabilities highlighted in EPO reports.
- Managed user accounts in Active Directory for BACI India, ensuring appropriate access and permissions for users.
- Installation and configuration of MS Outlook and its troubleshooting.
Desktop Support engineer
Crystal solution
05.2013 - 06.2015
- Coordinated third-party engineering support with vendors to resolve technical issues.
- Technical helpdesk (with Voice) Support, Maintenance, troubleshooting of various hardware, operating systems and applications.
- Troubleshoot via the phone hardware, software, and network operating problems and involve technical resources to ensure resolution.
- Logged calls and followed up with vendors to ensure timely resolution of support requests.
- Ensured efficient communication and network connectivity through the management of MS-Outlook, Domain, DNS, and DHCP Server.
- Configured LAN connectivity to enhance network access.
- Directed helpdesk support queries to appropriate analysts for efficient issue resolution.
Education
Bachelor of Arts - Arts
Delhi University
New Delhi01-2012
Diploma - Hardware, Networking & security systems
IACM
Skills
- O365 Admin
- Windows 10
- Windows 11
- Root Cause Analysis
- Performance tuning
- System optimization
- Deep dive debugging
- Ticket management
- Request management
- Problem resolution
- Ticket analysis
- Service desk management
- Escalation management
- SLA compliance
- Team leadership
- Training junior engineers
- Coordinating with QA
- Vendor coordination
- Product team coordination
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridSalary Range
₹900000/yr - ₹1500000/yrTimeline
System engineer L3
Tek shapers Software Solution
05.2023 - 06.2025
Senior Service Engineer
NEC Corporation
10.2022 - 01.2023
Service Desk Lead
HCL Technologies
02.2020 - 10.2022
Sr. Analyst
HCL Technologies
08.2018 - 01.2020
Service Desk Engineer
Microland Limited
11.2015 - 08.2018
Desktop Support engineer
Crystal solution
05.2013 - 06.2015
Bachelor of Arts - Arts
Delhi University
Diploma - Hardware, Networking & security systems
IACM