Hi, I’m
Tushar Sharma
MSP & RMM Consultant
Mohali,Punjab
Summary
As a MSP and RMM Consultant with 6+ years of experience, I have successfully managed Windows Servers, Microsoft 365, Azure, RMM, PSA, and backup tools for various clients. I have a track record of handling complex infrastructures and data center operations with efficiency and accuracy.
I am an expert in finding and implementing solutions for business application issues and ensuring customer satisfaction. I have strong skills in troubleshooting, communication and collaboration with internal and external stakeholders. My current stack is as follows: -
1). RMM: - ConnectWise | Datto | NinjaOne | Kaseya | Atera | Syncro
2. PSA: - ConnectWise | Autotask | NinjaOne | Kaseya | Atera | Syncro
3). Backup Applications: - MSP360 Backup (Local + Cloud + 365) | Veeam | Acronis | Axcient | SolarWinds Backup | Datto Backupify
4). AV and Security Solutions: - ESET | Bitdefender | McAfee | SentinelOne | Malwarebytes | Symantec | Sophos | Trend Micro | Webroot | BlackPoint Cyber | Cylance | ConnectSecure (CyberCNS) | Actifile | Cyrisma | DarkWebID | Liongard | PII Secured | JumpCloud
5). E-mail System and Security: - Google Workspace | Microsoft 365 | GoDaddy | ProofPoint | TitanHQ/SpamTitan | Forcepoint | Barracuda | Mx logic | Postini
6). Virtualization: - VMware | Hyper-V | AWS | Microsoft | GoogleWorkSpace | Digital Ocean
7). Network: - SonicWall | Sophos | Unifi | Cisco Meraki | Fortinet | WatchGuard
8). Documentation: - IT Glue | LastPass | IT Portal | PassPortal | JumpCloud
and much more...
Overview
5
years of professional experience
3
Languages
Work History
Upwork.comMohali, Punjab
MSP & RMM Consultant
11.2022 - Current
SankalpIT Services PVT LTDMohali, Punjab
IT Manager (Technical)
05.2022 - 10.2022
Job overview
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Spearheaded successful business development initiatives aligned with company's strategy and core competencies.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Monitored sales forecasts and projected financial planning for organization to achieve revenue goals.
- Monitored and coordinated workflows to optimize resources.
- Introduced new methods, practices and systems to reduce turnaround time.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Reduced operational risks while organizing data to forecast performance trends.
- Worked with customers to understand needs and provide excellent service.
- Resolved problems, improved operations and provided exceptional service.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Identified issues, analyzed information and provided solutions to problems.
- Created plans and communicated deadlines to complete projects on time.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized and safe environment for employees and patrons.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Created patches and solutions to fix bugs in existing applications.
- Adopted cost-effective, useful solutions to implement into current systems.
- Delivered support for problem identification, diagnosis and issue resolution.
- Established new customer service and problem resolution processes to improve client satisfaction rates.
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Provided comprehensive training to internal team to optimize systems maintenance and resolve recurring issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Mentored employees and offered constructive feedback for performance improvement.
- Detailed software upgrades and system updates to team members.
- Completed reports detailing network and systems performance and downtime issues.
- Resolved issues regarding CW Automate, CW Manage, CW Control, MySQL, Scripting, O365, Servers and many more.
- Monitoring and maintaining networks, servers, workstations environments
- Patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Set up and maintained user accounts and client access.
- Served as backup for team members, responding to system failure and maintenance emergencies.
- Updated customers and senior leaders on progress and issues.
- Worked effectively in both independent and team environments to exceed IT goals.
- Monitored networks and network devices to resolve technical problems quickly.
- Created plans and communicated deadlines to complete projects on time.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
SankalpIT Services PVT LTDMohali, Punjab
Senior System Administrator
08.2021 - 05.2022
Job overview
- Awarded Employee of the Month for performing great work.
- Handled MSP onboarding and offboarding
- Made advance scripts for MSP in their RMM tools.
- Helped MSPs to grow by automating their most of the manual tasks.
- Administered and Streamlined ConnectWise Manage (PSA tool).
- Customized PSA reports using report center and made workflow rules.
- Upgraded CW PSA tools for MSPs.
- Administered & maintained CW PSA database which runs on MS SQL server.
- MySQL Server administration and Programming.
- Migrated LabTech server to its new edition.
- Migrated MySQL server many times.
- Merged ConnectWise Automate of two different MSPs into one instance.
- Experienced in handling up to 10,000 agents in RMM tool.
- Upgraded Connectwise Automate to its newest edition.
- Experienced in handling ScreenConnect administration.
- Completed reports detailing network and systems performance and downtime issues.
- Troubleshooting client's issues and networks related queries.
- Worked on Connectwise Automate performance troubleshooting and set alert as per client requirements.
- Handled Backup administration for many MSPs using different MSP tools like, CrashPlan, Datto Backup, Veeam backup & replica, and Veeam VSPC, ShadowProtect, Backup Exec.
- Administered Hyper-V (V2), VMWare ESXi, vSphere.
- Experienced in handling DNS, Active Directory, DHCP queries.
- Able to solve customer facing issues like Outlook problems, printer problems, AD issues, etc.
- Experienced in handling a team of techs.
- Created patches and solutions to fix bugs in existing applications.
- Working with client to remove single point of failures within network and system environments
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Using variety of network monitoring tools to continuously monitor, debug, and if necessary, fix network issues.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided best and authentic solutions to Tier 2, Tier 3 issues.
- Resolved L3 Tier issues regarding CW Automate, CW Manage, CW Control, VMWare, MySQL, Scripting (Any Type and Level), Azure, O365, Sherweb and much more.
- Monitoring and maintaining networks, servers, workstations environments
- Upgrading, installing and configuring new hardware and software to meet company objectives.
- Implementing security protocols and procedures to prevent potential threats.
- Creating user accounts and performing access control.
- Documenting processes, as well as backing up and archiving data.
- Developing data retrieval and recovery procedures.
- Designing and implementing efficient end-user feedback and error reporting systems.
- Keeping up to date with advancements and best practices in IT administration.
- Detailed upcoming software upgrades and system sprints to team members.
- Attended meetings to deliver status reports to key stakeholders.
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Configured and tested Windows Server operating systems with roles features.
- Applied recommended policies to secure systems against STIG guidelines.
- Maintained current software licenses for computers and mobile devices.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
SankalpIT Services PVT LTDMohali, Punjab
IT Administrator
06.2019 - 08.2021
Job overview
- Monitoring and Managing LabTech RMM.
- Streamlining RMM, setting up services plans for MSPs.
- Create solutions, scripts in LabTech to automate MSP's manual jobs as much as possible.
- OnDemand script development for advance scenarios.
- Daily LabTech and Server monitoring and troubleshoot the problems proactively.
- Managing Patch management using LabTech Patch Manager.
- Installing Windows updates and ensuring systems are up to date.
- Making Searches for customers to provide them latest information on demand.
- Managing Symantec Backup Exec and ShadowProtect backup software.
- Troubleshooting backup problems.
- Administration of ShadowProtect ImageManager - a tool for offsite backups.
- Continuously monitoring and troubleshooting the network using varies network monitoring tools and rectifying the problem if any as per the tool.
- Logging the complaint with ISP in case of any network regarding issue and make sure that the issue is resolved within the SLA and too with minimum impact on the users and the application running on the network.
- Communication to clients is done by emailing or voice calling and via tickets.
- Troubleshooting is part of us to provide services. Report preparation regarding the various device's memory and CPU usage.
- Preparing the Incident Monitoring Report Inventory Maintenance report, Link Testing Report etc.
- Technical support to remote sites over phone, Telnet or via any other remote support tool.
- Full access to Maintenance & Monitoring of all WAN Equipment's i.e. Routers, Switches.
- Monitoring and troubleshooting of network till link up.
- Handled all incidents under the mention SLA.
- Follow up with clients to ensure their systems are functional.
- Report customer feedback and potential product requests.
- Help create technical documentation and manuals.
- Setting up user accounts, permissions and passwords.
- Windows and MacOS Troubleshooting and remote support to Work at Home Agents.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
- Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Skills Scripting (C, C++, C#, Bat, PowerShell, Vb Scripting and much more)
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Provided comprehensive training to internal team to optimize systems maintenance and resolve recurring issues.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Mentored employees and offered constructive feedback for performance improvement.
- Detailed software upgrades and system updates to team members.
- Completed reports detailing network and systems performance and downtime issues.
- Resolved issues regarding CW Automate, CW Manage, CW Control, MySQL, Scripting, O365, Servers and many more.
- Monitoring and maintaining networks, servers, workstations environments
- Patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Set up and maintained user accounts and client access.
- Served as backup for team members, responding to system failure and maintenance emergencies.
- Updated customers and senior leaders on progress and issues.
- Worked effectively in both independent and team environments to exceed IT goals.
- Monitored networks and network devices to resolve technical problems quickly.
- Created plans and communicated deadlines to complete projects on time.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Education
Jetking InfotrainChandigarh, India
Diploma in Information Technology
GGDSD CollegeChandigarh, India
Bachelor of Commerce
Skills
Microsoft 365 Security and Compliance
O365 Administration
MS SQL Administration and Programming
Scripting (Batch, PowerShell, VbScript)
Antivirus Management
Firewall Management
Backup Management
Virtualization
Active Directory and Azure Active Directory
DNS, DHCP
ConnectWise Automate Administration
ConnectWise Manage Administration
ScreenConnect Administration
Windows Server and Workstation Administration
Networking fundamentals
NinjaOne RMM
Datto RMM and Backup
Veeam Backup and Replication
Veeam VSPC Administration
Timeline
MSP & RMM Consultant
Upwork.com
11.2022 - Current
IT Manager (Technical)
SankalpIT Services PVT LTD
05.2022 - 10.2022
Senior System Administrator
SankalpIT Services PVT LTD
08.2021 - 05.2022
IT Administrator
SankalpIT Services PVT LTD
06.2019 - 08.2021
Jetking Infotrain
Diploma in Information Technology
GGDSD College
Bachelor of Commerce