Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Projects
Timeline
Generic
Vidushi Sharma

Vidushi Sharma

New Delhi

Summary

Dynamic and performance-driven professional with diverse technical and business acumen seeking opportunities to transition into the role of an Environmental Consultant. Experienced in sustainable waste management, innovative solutions, operations, compliance, and leadership expertise. Committed to leveraging skills and knowledge to drive positive environmental impact and provide effective solutions for clients.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior IT Customer Service Manager

Orange Business Services
11.2019 - Current
  • Managing complex network & Azure services, Network Security, SDWAN, Cyber security services.
  • Overall accountability for Quality of Service and ensure that contracted scope of service is delivered to SLA's and that levels of customers satisfaction remain high
  • Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities, leading regular customer service review meetings at corporate & executive levels both with the customer &
    internal within Orange.
  • Identify and drive Customer value streams using data analytics,commercial acumen, and business centric approach with internal teams to increase our value to our clients.
  • Migration of infrastructure, data, and applications out of legacy data centers into cloud and hybrid environments (public and private).
  • Developed KPIs to support the strategic initiatives and driving CSI for customer across the Service Lifecycle and in line with ITIL framework.

Analyst (Customer Support 2nd Line), Problem Manager

British Telecom
01.2013 - 01.2019
  • Troubleshooting: Managing maintaining Windows Server 2012,2016, M365 solutions, Hyper V, VMware, DHCP, DNS, Remote Routing issues
  • Service Strategy: Responsible for developing ongoing strategies and tactics to improve the overall operations of the technical and ITIL support functions
  • Transformation: Evaluate options for transformation of People/Product/Process/Partner
  • Suggested tools integration across the project platform to reduce OPEX
  • Formulated Lean Improvement methodologies to achieve cost reduction
  • Continuous Service Improvement - Lead various projects as a Continous Imrovement Lead and facilited teams to attain the CI Bronze Accreditation
  • Perform GAP analysis using Process maps and lead Projects on service improvements to gain efficiency for an effective FTE utilization
  • Risk Management: Proactively list down the risks based on the criticality and accountable to discuss the same with stake holders and implement the most feasible mitigation plan
  • Mentoring & Coaching: Mentored and coached the team to establish and implementing 'best practice' processes across the organization to ensure effectiveness resulting in reduced costs and improved service delivery.

Senior Support Engineer

Microsoft EPS, Convergys
01.2010 - 01.2013
  • Troubleshot and communicated the solutions for technical questions / issues on Windows Server 2012 / 2008 / 2003 servers with related service packs and updates through the Remote Management Software, Email or Phone
  • Monitored Active Directory on Windows Server 2003 / 2008 R2, 2012
  • Restored Active Directory database and migrated the same on server 2003 to 2008
  • Resolved the queries related to No Boot, BSOD, Random Reboot & Windows updates installation
  • Configured, managed and maintained Windows DNS, DHCP, NPS / IAS Server, Network Load Balancing (NLB) Windows server 2003 / 2008 R2, Routing and Remote Access Services (VPN).

Education

B.Tech/B.E. - Information Technology

Uttar Pradesh Technical University (UPTU)
12.2010

12th - CBSE

Army Pubic School, Noida
Noida, India
06.2006

10th - CBSE

Army Public School
Noida, India
07.2004

Skills

  • Reducing environmental impact

  • Waste Management

  • Project Management

  • Problem-Solving

  • Customer Relations

  • Training and mentoring

  • Account Management

  • Continuous Improvement

  • Computer Skills

  • MS Office

Certification

  • Municipal Solid Waste Management in Developing Countries
  • WBGx: Solid Waste Management
  • DelftX: Circular Economy for a Sustainable Built Environment
  • IIM Bangalore: Do your Venture: Entrepreneurship
  • PMP
  • ITIL v4 Intermediate
  • Certified Network Security Specialist
  • FortiGate NSE 1 Security Associate
  • ITILV4 Foundation
  • SIAM Foundation
  • AWS Cloud Practitioner
  • Certified Cloud Security Professional



Languages

English
Hindi

Hobbies and Interests

  • Playing Badminton, Basketball
  • Spirituality
  • Social Service

Projects


Designing Waste Management Platform for Cities in
India - 3 Months


Following a rigorous selection process, I got an opportunity to enroll in a Entrepreneurship certificate program by IIM Bangalore and National Commission of Women on creating ventures. As an outcome of the program , I prepared a solution that will empower the waste management industry in India to effectively collect and treat Waste. Due to my
intensive experience in IT, I am sure I can utilize my skills in the area of sustainable development.

Timeline

Senior IT Customer Service Manager

Orange Business Services
11.2019 - Current

Analyst (Customer Support 2nd Line), Problem Manager

British Telecom
01.2013 - 01.2019

Senior Support Engineer

Microsoft EPS, Convergys
01.2010 - 01.2013

B.Tech/B.E. - Information Technology

Uttar Pradesh Technical University (UPTU)

12th - CBSE

Army Pubic School, Noida

10th - CBSE

Army Public School

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Vidushi Sharma