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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 expertiseinproblem
solvingforPrivate,I.TInfrastructure Services,andstart-upoperations.Keenunderstandingof
businesspriorities,genuineteamplayercommittedtomanagingoperationsandprojects
flawlesslywhilecontributingtorevenue-producingactivities.Cross-functional communicator
easilyinterfaceswithhigh-profile staff,vendors,andcustomers.Versatile,innovative,andloyal
managementprofessional able tosee the “bigpicture”whilestayingontopof all the details.
Recognizedforconsistentsuccessindevelopingthe processesand procedurestostreamline
operationsandenhance revenue performance.
EDUCATION
• Post-GraduationDiplomainBusinessAdministration –PGDBM(Finance &Marketing
Management) fromMAISM(Jaipur,Raj.).
• Masters incommerce fromAgra University.
• Bachelorin Commerce fromAgra University.
EXPERIENCE
Overall 6+ yearsof experience incustomersupportandRemote Infrastructure Management
serviceswithleadingITServicesOrganizationsandBPOs.The breakdownof the total experience
isas follows:-
Amway India, GurgaonHaryana. (Payroll NetconnectPvtLtd.)
July 2015 – Present.
INCIDENTMANAGER
• Single pointof contactfor CustomerEscalation.
• Provide oversight to ensure that IT Systems are operating with proper visibility, deliver
incidentdetection,responseandresolutionaccordingtoservice level objectives.
• Implement, engage, and drive continual improvements for Incident Management, Change
Requests,ServiceAvailability,andSystemsConfiguration.
• Identifyandtrack incidenttrendsand problemsasthey relate to service deliveryandsystem
performance.
• Review problem tickets and other reports/tools to identify existing or potential risks to
systemsavailability.
• Follow and enhance processes that measure, monitor, and report on the availability and
performance of all IT systems.
• Participate inprojectimplementationsasneeded.
• Facilitate andensure all ITsystemsadhere toconfigurationmanagementguidelines.
• Facilitate successful change inthe ITenvironmentthroughproactive Change Management.
• Manage incidents to restore service as quickly as possible with minimum disruption to the
businessandcommunicate incidentstatus,resolution,andbusinessimpacttomanagement.
• Provide detaileddocumentationof incidentsaccordingtoguidelinesfollowingresolutionand
provide feedbacktoimprove andmaintainthe IncidentManagementprocess.
• Work closelywithITresourcestodrive issuestorootcause throughproblemmanagement.
• Ensure customer impact is clearly understood and communicated, ensuring risk mitigation
strategiesare placedintoservice throughchange management.
• HandlingService TransitionforEurope ITsupportFunctionto IndiaService Desk.
• Knowledgetransferof the entire process.
• Implementingthe centralisedservice deskforTier1andTier2 Support.
• Managing the teamof Service DeskEngineerstodeliverthe servicesasperthe agreedSLA.
• Ensuringthe qualityof the servicesare maintained.
• RemedyIncidentQueue Management.
• Monitoring,measuringandreportingonefficiencyandeffectiveness the servicesdeliveredas
perthe calculative parameters.
• Providesawarenessandguidanceconcerningthe processandaddressesprocessissueswithin
the team.
• Handling knowledge transfer for new resources coming on board and facilitation ad-hoc
trainings for Technical Fulfilment Groups for any updates or refresher trainings for better
understanding.
• ProblemCo-ordinator(Pro-active andreactive).
• Critical Incidentmanagement
• Service Requestmanagement.
• Ensuringthe continuityof the servicesbeingdelivered.
• Root Cause Analysis.
HCL Technologies Ltd.,Noida,UP.
June 2011 – May 2015.
TECHNICAL LEAD (DEPUTY MANAGER)
• As a Process Owner, ensuring that a specific IT Service Management process is performed
accordingto agreedand documentedstandardsandmeets the aimof the processdefinition.
• Managing the SLA defined.
• Monitoring,measuringandreportingonprocessefficiencyandeffectiveness.
• Providesawarenessandguidance concerningthe processandaddressesprocessissues.
• Identifyingandimplementingprocessimprovements.
• Chair the Daily Operational Review (DOR) where the previous day’s major incidents& the
Ageingincidents/requestsare discussedandactionplansnoteddownforimportantissues.
• Ensuringtimely(SLA) coordinationandcompletionof incidents,outages,alerts.
• Active participantinCrossFunctional Servicesandthe new implementationsandintegrations
relatedtoService operations.
• Handling knowledge transfer for new resources coming on board and facilitation ad-hoc
trainings for Technical Fulfilment Groups for any updates or refresher trainings for better
understanding.
• Escalation Matrix & On-Call Facilitation & Updating the operations and SharePoint regarding
the same.
• Drivingthe IncidentManagement&MajorIncidentprocesswithefficiency andeffectiveness.
• Monitoringthe effectivenessof IncidentManagementprocessandmaking
recommendationsforimprovement
• Interaction,co-ordinationandfollow-upwithThirdPartyVendorsasapart of Request
Fulfilmentprocessandrelatedrequirements.
• Reviewingandauditingthe IncidentManagementprocess.Monitoringsupportcalls,
providingconstructivefeedback,ensuringthatsupportstaff follow establishedsupport
proceduresandhave the necessaryskillstoperformeffectiveIncidentManagement.
• Monitoring of performance against SLAs through analysis of performances in variousPIs and
KPIs.
• DrivingMajor Incidents.
• RosterManagement.
• Resource Planning.
• Team Management.
• VendorManagement.
• Weekly/Monthly Team Meetings/Updates/Changes in Process/ Refresher Trainings to the
teammembers.
• Ticketsauditing(Technical auditsof the teammembers).
• HandlingClientEscalationtill the closure.
• C-Sat/D-SatAnalysis.
• Annual appraisalsof the Teammembers.
Convergys IndiaPvt. 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
support.
• Handlingenduserescalationsrelatedtotechnical,communicationoranyotherreasonand
providingresolutionuptothe customersatisfaction.
• Supportscope includedtroubleshootingof incidentsrelatedto internetservice,virus-
spyware infection,basicsystemtroubleshootingincludingsoftware/driver
installation/troubleshooting,registryfixes,systemrestore etc.
• Call queue management,task-assignation,teamhandling,andhandlingintraandinterteam
communicationsregardingprocess&technologyupdates,burningissues,refreshertrainings.
• TrainingandmentoringTier1(customerfacing) teamsintermsof technical supportto
decrease the numberof escalationsandincrease innumberof satisfactions.
• Handlingof call queues,Knowledge Article creationandpublishing,teammanagement.
TOOLS USED (Hands-onExperience)
• BMC Remedy5& 7 (ITSM)
• Service Now.
• SurveyMonkey(SurveyMonkey.com)
Certifications
• MCP (WindowServer2012).
• ITIL V3 Foundation(EXIN)
Awards & RnRs
• BeingOutperformerconsistentlyinthe annual appraisalsinHCL.
• Receivedthe awardfromCIO(client) forreceivingmore than100 appreciationsfrom
customerinthe tenure of one year.
• Receivedthe OUTPERFORMERS award fromAnantGupta (CEO. HCL Tech.) Forconsistently
beingoutstandingperformerfor3years.
• Consistentthree promotionsinthree annual appraisalsinHCLTech.
RAHUL SHARMA

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Resume_Rahul_Sharma 2

  • 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 expertiseinproblem solvingforPrivate,I.TInfrastructure Services,andstart-upoperations.Keenunderstandingof businesspriorities,genuineteamplayercommittedtomanagingoperationsandprojects flawlesslywhilecontributingtorevenue-producingactivities.Cross-functional communicator easilyinterfaceswithhigh-profile staff,vendors,andcustomers.Versatile,innovative,andloyal managementprofessional able tosee the “bigpicture”whilestayingontopof all the details. Recognizedforconsistentsuccessindevelopingthe processesand procedurestostreamline operationsandenhance revenue performance. EDUCATION • Post-GraduationDiplomainBusinessAdministration –PGDBM(Finance &Marketing Management) fromMAISM(Jaipur,Raj.). • Masters incommerce fromAgra University. • Bachelorin Commerce fromAgra University. EXPERIENCE Overall 6+ yearsof experience incustomersupportandRemote Infrastructure Management serviceswithleadingITServicesOrganizationsandBPOs.The breakdownof the total experience isas follows:- Amway India, GurgaonHaryana. (Payroll NetconnectPvtLtd.) July 2015 – Present. INCIDENTMANAGER • Single pointof contactfor CustomerEscalation. • Provide oversight to ensure that IT Systems are operating with proper visibility, deliver incidentdetection,responseandresolutionaccordingtoservice level objectives. • Implement, engage, and drive continual improvements for Incident Management, Change Requests,ServiceAvailability,andSystemsConfiguration. • Identifyandtrack incidenttrendsand problemsasthey relate to service deliveryandsystem performance. • Review problem tickets and other reports/tools to identify existing or potential risks to systemsavailability. • Follow and enhance processes that measure, monitor, and report on the availability and performance of all IT systems. • Participate inprojectimplementationsasneeded. • Facilitate andensure all ITsystemsadhere toconfigurationmanagementguidelines. • Facilitate successful change inthe ITenvironmentthroughproactive Change Management. • Manage incidents to restore service as quickly as possible with minimum disruption to the businessandcommunicate incidentstatus,resolution,andbusinessimpacttomanagement.
  • 2. • Provide detaileddocumentationof incidentsaccordingtoguidelinesfollowingresolutionand provide feedbacktoimprove andmaintainthe IncidentManagementprocess. • Work closelywithITresourcestodrive issuestorootcause throughproblemmanagement. • Ensure customer impact is clearly understood and communicated, ensuring risk mitigation strategiesare placedintoservice throughchange management. • HandlingService TransitionforEurope ITsupportFunctionto IndiaService Desk. • Knowledgetransferof the entire process. • Implementingthe centralisedservice deskforTier1andTier2 Support. • Managing the teamof Service DeskEngineerstodeliverthe servicesasperthe agreedSLA. • Ensuringthe qualityof the servicesare maintained. • RemedyIncidentQueue Management. • Monitoring,measuringandreportingonefficiencyandeffectiveness the servicesdeliveredas perthe calculative parameters. • Providesawarenessandguidanceconcerningthe processandaddressesprocessissueswithin the team. • Handling knowledge transfer for new resources coming on board and facilitation ad-hoc trainings for Technical Fulfilment Groups for any updates or refresher trainings for better understanding. • ProblemCo-ordinator(Pro-active andreactive). • Critical Incidentmanagement • Service Requestmanagement. • Ensuringthe continuityof the servicesbeingdelivered. • Root Cause Analysis. HCL Technologies Ltd.,Noida,UP. June 2011 – May 2015. TECHNICAL LEAD (DEPUTY MANAGER) • As a Process Owner, ensuring that a specific IT Service Management process is performed accordingto agreedand documentedstandardsandmeets the aimof the processdefinition. • Managing the SLA defined. • Monitoring,measuringandreportingonprocessefficiencyandeffectiveness. • Providesawarenessandguidance concerningthe processandaddressesprocessissues. • Identifyingandimplementingprocessimprovements. • Chair the Daily Operational Review (DOR) where the previous day’s major incidents& the Ageingincidents/requestsare discussedandactionplansnoteddownforimportantissues. • Ensuringtimely(SLA) coordinationandcompletionof incidents,outages,alerts. • Active participantinCrossFunctional Servicesandthe new implementationsandintegrations relatedtoService operations. • Handling knowledge transfer for new resources coming on board and facilitation ad-hoc trainings for Technical Fulfilment Groups for any updates or refresher trainings for better understanding. • Escalation Matrix & On-Call Facilitation & Updating the operations and SharePoint regarding the same. • Drivingthe IncidentManagement&MajorIncidentprocesswithefficiency andeffectiveness. • Monitoringthe effectivenessof IncidentManagementprocessandmaking recommendationsforimprovement • Interaction,co-ordinationandfollow-upwithThirdPartyVendorsasapart of Request Fulfilmentprocessandrelatedrequirements.
  • 3. • Reviewingandauditingthe IncidentManagementprocess.Monitoringsupportcalls, providingconstructivefeedback,ensuringthatsupportstaff follow establishedsupport proceduresandhave the necessaryskillstoperformeffectiveIncidentManagement. • Monitoring of performance against SLAs through analysis of performances in variousPIs and KPIs. • DrivingMajor Incidents. • RosterManagement. • Resource Planning. • Team Management. • VendorManagement. • Weekly/Monthly Team Meetings/Updates/Changes in Process/ Refresher Trainings to the teammembers. • Ticketsauditing(Technical auditsof the teammembers). • HandlingClientEscalationtill the closure. • C-Sat/D-SatAnalysis. • Annual appraisalsof the Teammembers. Convergys IndiaPvt. 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 support. • Handlingenduserescalationsrelatedtotechnical,communicationoranyotherreasonand providingresolutionuptothe customersatisfaction. • Supportscope includedtroubleshootingof incidentsrelatedto internetservice,virus- spyware infection,basicsystemtroubleshootingincludingsoftware/driver installation/troubleshooting,registryfixes,systemrestore etc. • Call queue management,task-assignation,teamhandling,andhandlingintraandinterteam communicationsregardingprocess&technologyupdates,burningissues,refreshertrainings. • TrainingandmentoringTier1(customerfacing) teamsintermsof technical supportto decrease the numberof escalationsandincrease innumberof satisfactions.
  • 4. • Handlingof call queues,Knowledge Article creationandpublishing,teammanagement. TOOLS USED (Hands-onExperience) • BMC Remedy5& 7 (ITSM) • Service Now. • SurveyMonkey(SurveyMonkey.com) Certifications • MCP (WindowServer2012). • ITIL V3 Foundation(EXIN) Awards & RnRs • BeingOutperformerconsistentlyinthe annual appraisalsinHCL. • Receivedthe awardfromCIO(client) forreceivingmore than100 appreciationsfrom customerinthe tenure of one year. • Receivedthe OUTPERFORMERS award fromAnantGupta (CEO. HCL Tech.) Forconsistently beingoutstandingperformerfor3years. • Consistentthree promotionsinthree annual appraisalsinHCLTech. RAHUL SHARMA