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Rahul Sharma
276-B,MIG Flats
DG-II Society, Vikas Puri.
New Delhi - 110018
shreshthgautams@gmail.com
+91-9999 264 364
PROFILE
Proactive,performance-drivenprofessionalwith5.5years’progressive expertiseinproblemsolvingfor
Private,I.TInfrastructure Services,andstart-upoperations.Keenunderstandingof businesspriorities,
genuine teamplayercommittedtomanagingoperationsandprojectsflawlesslywhile contributingto
revenue-producingactivities.Cross-functional communicatoreasilyinterfaceswithhigh-profilestaff,
vendors,andcustomers.Versatile,innovative,andloyal managementprofessional able tosee the “big
picture”while stayingontopof all the details.Recognizedforconsistentsuccessindevelopingthe
processesandprocedurestostreamlineoperationsandenhance revenue performance.
EDUCATION
• Post-GraduationDiplomainBusinessAdministration –PGDBM(Finance &Marketing
Management) fromMAISM(Jaipur,Raj.).
• Masters incommerce fromAgra University.
• BachelorinCommerce fromAgra University.
EXPERIENCE
Overall 5 yearsof experience inRemote Infrastructure ManagementserviceswithleadingIT Services
Organizations.The breakdownof the total experienceisasfollows:-
• HCL TechnologiesLtd.,Noida,UP.
June 2011 – Present
TECHNICAL LEAD
• As a Process Owner, ensuring that a specific IT Service Management process is performed
accordingto agreedand documentedstandardsandmeetsthe aimof the processdefinition.
• Monitoring,measuringandreportingonprocessefficiencyandeffectiveness.
• Providesawarenessandguidance concerningthe processandaddressesprocessissues.
• Identifyingandimplementingprocessimprovements.
• Chair the Daily Operational Review (DOR) where the previous day’s major incidents& the Ageing
incidents/requestsare discussedandactionplansnoteddownforimportantissues.
• Ensuringtimely(SLA) coordinationandcompletionof incidents,outages,alerts.
• Active participant in Cross Functional Services and the new implementations and integrations
relatedtoService operations.
• Handling knowledge transfer for new resources coming on board and facilitation ad-hoc trainings
for Technical FulfillmentGroupsforanyupdatesor refreshertrainingsforbetterunderstanding.
• Escalation Matrix & On-Call Facilitation & Updating the operations and SharePoint regarding the
same.
• Drivingthe IncidentManagement&MajorIncidentprocesswithefficiencyandeffectiveness.
• Monitoringthe effectivenessof IncidentManagementprocessandmakingrecommendationsfor
improvement
• Interaction,co-ordinationandfollow-upwithThirdPartyVendorsasapart of RequestFulfillment
processand relatedrequirements.
• Reviewingandauditingthe IncidentManagementprocess.Monitoringsupportcalls,providing
constructive feedback,ensuringthatsupportstaff followestablishedsupportproceduresandhave
the necessaryskillstoperformeffective IncidentManagement.
• Monitoringof performance againstSLAsthroughanalysisof performancesinvariousPIsandKPIs.
• DrivingMajor Incidents.
• RosterManagement.
• Resource Planning.
• Team Management.
• VendorManagement.
• Annual appraisalsof the Teammembers.
• Weekly/MonthlyTeamMeetings/Updates/ChangesinProcess.
• Ticketsauditing(Technical auditsof the teammembers).
• HandlingClientEsclationtill the closure.
• C-Sat/D-SatAnalisys.
• ConvergysIndia Pvt. Ltd, Gurgaon, Haryana
Sr. CCE (Nesting Lead)
Sep 2009 – March 2011
Tier2 Technical Support : ISP
• Providingfirstandsecondlevel technical supportforthe endusersof the broadbandservices
providedbya UK ISPmajor.
• Actingas SubjectMatter Experttoprovide technical assistancetothe teamsprovidingTier1/tier2
support.
• Handlingenduserescalationsrelatedtotechnical,communicationoranyotherreasonand
providingresolutionaspercustomersatisfaction.
• Supportscope includedtroubleshootingof incidentsrelatedtointernetservice,virus-spyware
infection,basicsystemtroubleshootingincludingsoftware/driverinstallation/troubleshooting,
registryfixes,systemrestore etc.
• Call queue management,task-assignation,teamhandling,andhandlingintraandinterteam
communicationsregardingprocess& technologyupdates,burningissues,refreshertrainings.
• TrainingandmentoringTier1(customerfacing) teamsintermsof technical supporttodecrease the
numberof escalationsandincrease innumberof satisfactions.
• Handlingof call queues,Knowledge Article creationandpublishing,teammanagement.
TOOLS USED (Hands-onExperience)
• BMC Remedy5& 7 (ITSM)
• Service Now.
• SAPBusiness Objects
• SurveyMonkey(SurveyMonkey.com)
Awards
• BeingOutperformerconsistentlyinthe annual appraisalsinHCL.
• Receivedthe awardfromCIO(client) forreceivingmore than100 appreciationsfromcustomerin
the tenure of one year.
• Receivedthe OUTPERFORMERS award fromAnantGupta (CEO.HCL Tech.) Forconsistentlybeing
outstandingperformerfor3 years.
• Consistentthree promotionsinthree annual appraisalsinHCLTech.
Certifications:
• ITIL Foundation(EXIN)
RAHUL SHARMA

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Resume Rahul Sharma

  • 1. Rahul Sharma 276-B,MIG Flats DG-II Society, Vikas Puri. New Delhi - 110018 shreshthgautams@gmail.com +91-9999 264 364 PROFILE Proactive,performance-drivenprofessionalwith5.5years’progressive expertiseinproblemsolvingfor Private,I.TInfrastructure Services,andstart-upoperations.Keenunderstandingof businesspriorities, genuine teamplayercommittedtomanagingoperationsandprojectsflawlesslywhile contributingto revenue-producingactivities.Cross-functional communicatoreasilyinterfaceswithhigh-profilestaff, vendors,andcustomers.Versatile,innovative,andloyal managementprofessional able tosee the “big picture”while stayingontopof all the details.Recognizedforconsistentsuccessindevelopingthe processesandprocedurestostreamlineoperationsandenhance revenue performance. EDUCATION • Post-GraduationDiplomainBusinessAdministration –PGDBM(Finance &Marketing Management) fromMAISM(Jaipur,Raj.). • Masters incommerce fromAgra University. • BachelorinCommerce fromAgra University. EXPERIENCE Overall 5 yearsof experience inRemote Infrastructure ManagementserviceswithleadingIT Services Organizations.The breakdownof the total experienceisasfollows:- • HCL TechnologiesLtd.,Noida,UP. June 2011 – Present TECHNICAL LEAD • As a Process Owner, ensuring that a specific IT Service Management process is performed accordingto agreedand documentedstandardsandmeetsthe aimof the processdefinition. • Monitoring,measuringandreportingonprocessefficiencyandeffectiveness. • Providesawarenessandguidance concerningthe processandaddressesprocessissues. • Identifyingandimplementingprocessimprovements. • Chair the Daily Operational Review (DOR) where the previous day’s major incidents& the Ageing incidents/requestsare discussedandactionplansnoteddownforimportantissues. • Ensuringtimely(SLA) coordinationandcompletionof incidents,outages,alerts. • Active participant in Cross Functional Services and the new implementations and integrations relatedtoService operations. • Handling knowledge transfer for new resources coming on board and facilitation ad-hoc trainings for Technical FulfillmentGroupsforanyupdatesor refreshertrainingsforbetterunderstanding. • Escalation Matrix & On-Call Facilitation & Updating the operations and SharePoint regarding the same.
  • 2. • Drivingthe IncidentManagement&MajorIncidentprocesswithefficiencyandeffectiveness. • Monitoringthe effectivenessof IncidentManagementprocessandmakingrecommendationsfor improvement • Interaction,co-ordinationandfollow-upwithThirdPartyVendorsasapart of RequestFulfillment processand relatedrequirements. • Reviewingandauditingthe IncidentManagementprocess.Monitoringsupportcalls,providing constructive feedback,ensuringthatsupportstaff followestablishedsupportproceduresandhave the necessaryskillstoperformeffective IncidentManagement. • Monitoringof performance againstSLAsthroughanalysisof performancesinvariousPIsandKPIs. • DrivingMajor Incidents. • RosterManagement. • Resource Planning. • Team Management. • VendorManagement. • Annual appraisalsof the Teammembers. • Weekly/MonthlyTeamMeetings/Updates/ChangesinProcess. • Ticketsauditing(Technical auditsof the teammembers). • HandlingClientEsclationtill the closure. • C-Sat/D-SatAnalisys. • ConvergysIndia Pvt. Ltd, Gurgaon, Haryana Sr. CCE (Nesting Lead) Sep 2009 – March 2011 Tier2 Technical Support : ISP • Providingfirstandsecondlevel technical supportforthe endusersof the broadbandservices providedbya UK ISPmajor. • Actingas SubjectMatter Experttoprovide technical assistancetothe teamsprovidingTier1/tier2 support. • Handlingenduserescalationsrelatedtotechnical,communicationoranyotherreasonand providingresolutionaspercustomersatisfaction. • Supportscope includedtroubleshootingof incidentsrelatedtointernetservice,virus-spyware infection,basicsystemtroubleshootingincludingsoftware/driverinstallation/troubleshooting,
  • 3. registryfixes,systemrestore etc. • Call queue management,task-assignation,teamhandling,andhandlingintraandinterteam communicationsregardingprocess& technologyupdates,burningissues,refreshertrainings. • TrainingandmentoringTier1(customerfacing) teamsintermsof technical supporttodecrease the numberof escalationsandincrease innumberof satisfactions. • Handlingof call queues,Knowledge Article creationandpublishing,teammanagement. TOOLS USED (Hands-onExperience) • BMC Remedy5& 7 (ITSM) • Service Now. • SAPBusiness Objects • SurveyMonkey(SurveyMonkey.com) Awards • BeingOutperformerconsistentlyinthe annual appraisalsinHCL. • Receivedthe awardfromCIO(client) forreceivingmore than100 appreciationsfromcustomerin the tenure of one year. • Receivedthe OUTPERFORMERS award fromAnantGupta (CEO.HCL Tech.) Forconsistentlybeing outstandingperformerfor3 years. • Consistentthree promotionsinthree annual appraisalsinHCLTech. Certifications: • ITIL Foundation(EXIN) RAHUL SHARMA