 Overall 11.7 years of experience in implementing, Manage and Maintenance of Network-based services and IT Infrastructure and Team Management and Client Management, Operation Management(Resources Day to Day activities), Planning/Execution, Vendor Management, Issue and Risk Management, SLA Management, Change Control, Service Delivery.

1. CURRICULUM VITAE
ABHISHEK SHARMA
C-73, First Floor
Mayfield Gardens Contact no.: 9910890976, 1244063331
Sector- 50
Gurgaon 122008 E-mail: abhisharma.gurgaon@gmail.com
EXPERIENCE SUMMARY
 Overall 11.7 years of experience in implementing, Manage and Maintenance
of Network-based services and IT Infrastructure and Team Management and
Client Management, Operation Management(Resources Day to Day activities),
Planning/Execution, Vendor Management, Issue and Risk Management, SLA
Management, Change Control, Service Delivery.
 Strong Technical and Analytical Skills
 Excellent Interpersonal skills and Leadership abilities.
 Management and delivery of work packages in project and change
environments, Identification, management and resolution of risks and issues
 Experience of Project Transition, UAT, ORT, BSS/OSS and Knowledge
Transfer.
 Excellent written and oral communication skills.
 Responsive, proactive and responsible with a service oriented mindset.
 Strong Problem solving and Decision making skills especially under pressure.
 Good Knowledge of MS-Excel, PowerPoint, Client Presentation, Graphs, BMC
Remedy, Smarts, Net cool.
 Good Understanding of Project Life Cycle and mythologies, End to End
Delivery of Project, Arranged training for a team.
 Hands on Experience on Network Devices like Cisco Routers, Switches, and
Rapier devices, Foundry, Routing Protocols, VPN, MPLS (Basic) etc.
Professional Certifications:
 Prince 2 Practitioner
 ITIL V3 Certified
 CCNP 642-902 ROUTE
 CCNA (Cisco Certified Network Associates)
Educational Qualifications:
 M.C.M (Master in Computer Management) Passed from Bharati Vidyapeeth
Institute of Management & Research, Pune University—Year 2004
 B.COM: Passed from K.U (Kurushetra University)--Year-2002
 Intermediate (10+2):Passed from C.B.S.E.-Year--1998
 Matriculation (10th): Passed from C.B.S.E Year--1996
DRK-ACTS

2. WORK EXPERIENCE:
PRESENT ORANISATION:
ORGANISATION: Tech Mahindra Ltd. (June 08-TILL)
Project Handle:
Indus Towers (Gurgaon)
Designation: Operation Manager/PM (NOC)
JOB Responsibilities:
 Handling and Coordinating of Network Team having 30+ Technical
Engineers(L1,L2,L3) from different organizations(TechM, HP, IBM) in 24x7
Mission Critical Environment-NOC.
 Administer and monitor day to day Network/IT Operation activity in NOC.
 Prepare reports and ensure optimal performance and maintain records of
service level agreements for customers.
 Design, implement and ensure efficient maintenance and ensure compliance
to all disaster recovery plans.
 Perform appropriate tests and provide training to upgrade product quality and
standardize all artifacts.
 Assist technical staff to check and ensure resolution of all issues to achieve all
objectives.
 Administer all spheres of OC physical planning, provide security and backup
for recovering systems.
 Determine availability of systems and IT network application process.
 Design and maintain all IT processes according operation policies through
standardization of methods.
 Maintain and prepare all paperwork for various activities Like Monthly
Resource Utilization, Daily Dashboard, Monthly Incidents, Downtime and
Resource utilization PPT,
 Participate and manage all communication IS technical direction and
initiatives.
 Monitor all communication for each customer to assess operations within
timeframe.
 Administer and provide upgrade to systems and escalate issues.
 Prepare designs and evaluate all balancing functions as required by IT
departments and other functional areas.
 Prepare and review all Service Level and Operation Metrics and KPI
scorecards for service delivery.
 DR activities, Manage Downtime ( Planned and Unplanned), Manage Changes,
Defects, Upgrade Hardware/Applications.
 Analyze all continuous up gradation process through various proactive self-
initiated projects and ensure efficiency.
Project Handle:
COLT Technologies (Gurgaon)
DRK-ACTS

3. Designation: Implementation Manager/PM
JOB Responsibilities:
Team Management:
 Handling and Coordinating of Global engineers team and IT Infrastructure
Projects of Colt Technologies.
 Checking that the technology and functionalities that are delivered work in
business scenarios (operating Model, processes, work instructions, guides).
Follow complete Project Life Cycle to Deliver the Project.
 IT Infrastructure and Service Delivery Management. Deliver end to end
project management. Implement and manage messaging system between us
and the client.
 Produce a detailed Deliverables Matrix to be used with the project team to
facilitate effective planning.
 Make arrangements for stakeholders/Users to be organized in accordance
with business testing objectives.
 Responsible for establishing performance measures to ensure vendor(s)
deliver according to established SLAs.
 Using tools like Vantive, NetCool, HPQC, Siebel for Ticketing, CWM (Cisco
Works Manager), Q-Messaging, SMARTS, Vitalnet etc.
UAT/ORT Management:
 Responsible for Manage UAT and ORT for new system and technology and
ensure that they thoroughly tested by business users and meets all business
requirements before it goes live for the customer.
 Produce a detailed schedule for the designated UAT/ORT window ensuring
that contingency plans are agreed and put in place.
 Setup Mercury Quality Centre Domain and Project Environments – note for
test coordinator only defect module initially.
 Manage all testing documentation - test plan, test scripts etc. Collate final test
results and report in writing on these to the Project team – ppt detailing what
has been covered and any caveats.
Stakeholder Management:
 Liaising with stakeholders, Technology engineers, system owners (both
technical and business) and SME of a project to successful deliver new
technology and CPE to client.
 Identifies and manages relationships with all stakeholders including third parties.
Acts as the primary point of contact where agreed with the Project, Support, or
Program Manager.
Client Management
 Understand the Clients culture, capabilities, team structure and decision-
making processes to ensure success for the client
 Manage peer-level client relationships (expectations, communications,
escalation, etc.)
 Understand the client's business drivers and ensure that client priorities are
addressed.
Transition
 Prepare the Transition Plans and Strategy is to layout the tasks and activities
that need to take place to efficiently deliver projects from the development or
pilot environment to the production, operations and maintenance environment.
Issue and Risk Management
 Identify, quantify and track issues and risks in the project.
 Create and analyze reports on track status, issues and risks and report the
major risks and issues to the Project leadership and stakeholders.
 Assess business impact of issues and risks to the project.
DRK-ACTS

4.  Derive and drive issue and risk resolution solutions to ensure effective
delivery and mitigation of the business impact.
 Ensure that regular risk reviews of the project take place; prepare materials
for risk review meetings.
Reporting:
 Daily report and review on team performance with failure analysis at the end
of the day
 Daily bridge call with all stakeholders to update them about Project and
UAT/ORT Progress.
 Weekly Board Meeting to update about Project progress and issues and get
approval for actions/Changes.
Project Handle:
British Telecom-VEDA (Noida)
Designation: Operation Manager(NOC)
JOB Responsibilities:
 Handling and Coordinating of Network Team having 30 Network Engineers at
Global Service Center in 24x7 Mission Critical Environment.
 Arrange their shifts; assign them responsibilities according to their abilities,
Provide work direction to other team members if applicable, Meeting with IT-
Head to discuss on Escalated issues and on new projects and activities.
 Have overall responsibility for the development and on-going management of
BT clients IT/Network Infrastructure.
 Acting as the Technical Change Control Manager. Ensure that all changes are
implemented in a formal and controlled manner and the appropriate levels of
communications are taken when implementing change.
 Act as Operation Manager--Coordinate, manage and monitor the workings of
Network Resources, Responsible for their day to day activities/operation.
Formulate and implement policies and procedures to maximize output.
Monitor adherence to rules, regulations and procedures agreed by client.
 Ensure Instructions, education and training of team on work processes and
responsibilities.
 Manage/Monitoring/Configure/Troubleshoot Cisco Routers and Cisco Switches,
WAN links and Rapier and Foundry Switches.
 Using tools like Vantive, Net cool, Remedy for Ticketing, CWM (Cisco Works
Manager), Mac-Daddy, Q-Messaging, SMARTS, Vital net etc.
Team Management:
 Monitoring and Mentoring team members, to keep the team motivated and to
ensure high productivity and CSAT levels are maintained.
 Ensure Instructions, education and training of team on work processes and
responsibilities.
 Undertake appraisals of Infrastructure team members and ensure regular
one-to-one meetings with staff take place, as appropriate, to ensure targets
are met.
Client Management
 Understand the Clients culture, capabilities, team structure and decision-
making processes to ensure success for the client
 Manage peer-level client relationships (expectations, communications,
escalation, etc.)
DRK-ACTS

5.  IT Infrastructure and Service Delivery Management. Deliver end to end
project management. Implement and manage messaging system between us
and the client.
 Understand the client's business drivers and ensure that client priorities are
addressed.
Issue and Risk Management
 Identify, quantify and track issues and risks in the project.
 Create and analyze reports on track status, issues and risks and report the
major risks and issues to the Project leadership and stakeholders.
 Assess business impact of issues and risks to the project.
 Derive and drive issue and risk resolution solutions to ensure effective
delivery and mitigation of the business impact.
 Ensure that regular risk reviews of the project take place; prepare materials
for risk review meetings.
 Support the team Leadership in effectively communicating the risks to the
Client.
Quality :
 Ensuring Incidents are resolved quickly and effectively for customers (Internal
and External) and maintaining SLA’s above 98%.
 To address all escalations, high priority requests, SLA breached concerns,
problem management tickets raised by service desk for function services.
 Bring the team performance in line with the BT Global Standard Practice
 Ticket sanity check for quality
 Ticket management and failure analysis
Reporting:
 Daily Ageing Analysis of the tickets in the beginning of the day
 Daily report and review on team performance with failure analysis at the end
of the day
 Weekly Performance reports
 Monthly dashboard
 Monthly SLA performance report
 New Product :
 Represents Operation team on new product launch calls series.
 Gathers overall understanding of what the product is
 Provides feedback to the Product team on what is required to support it from
tools and system perspective
 Gathers ORT and other product related documents
 Responsible for Implementing Changes as per process.
 Managing information for planned outage activity.
 Participated in Project Transition (End to End Transition) and Knowledge
Transfer.
 Participated in RFP(Request for Proposal) and RFI(Request for Information)
AT&T03 (Noida)
Designation: Team Lead (Operation NOC)
JOB Responsibilities:
 Have overall responsibility for the development and on-going management of
IT/Network Infrastructure.
 Prepare the Transition Plans and Strategy is to layout the tasks and activities
that need to take place to efficiently deliver projects from the development or
pilot environment to the production, operations and maintenance environment.
 Remotely troubleshoot and Monitor around 75000 Network devices of AT&T.
DRK-ACTS

6.  Handling and Coordinating of Network Team having 12 Network Engineers at
Global Service Center in 24x7 Mission Critical Environment.
 Arrange their shifts; assign them responsibilities according to their abilities,
Provide work direction to other team members if applicable, Meeting with
IT-Head to discuss on Escalated issues and on new projects and
activities.
 Responsible for establishing performance measures to ensure vendor(s)
deliver according to established SLAs
 Act as Operation Manager--Coordinate, manage and monitor the workings of
Network Resources, Responsible for their day to day activities/operation.
Formulate and implement policies and procedures to maximize output.
Monitor adherence to rules, regulations and procedures agreed by client.
 Responsible for preparations and presenting various management review
reports to help management aligning business goals and functional outcome.
 Responsible for managing SLAs, service provider coordination, customer
feedback & satisfaction guarantees on behalf of function.
 Participated in Project Transition (End to End Transition) and Knowledge
Transfer.
 To address all escalations, high priority requests, SLA breached concerns,
problem management tickets raised by service desk for function services
 Provide support on P1 bridge calls at any time to help triage, mitigate, and
drive problems to resolution in an expedient manner.
 Troubleshooting Wan Links (DS3, T3, and T1), OSPF, STP, Vlan, Routing
issues.
 Using tools like Vantive, Net cool, Remedy for Ticketing, CWM (Cisco Works
Manager), Mac-Daddy, Q-Messaging, SMARTS, Vitalnet etc.
 Manage/Monitoring/Configure/Troubleshoot Cisco Routers (831, 1700, 3630,
7200, 7602) and Cisco Switches (6509, 4006, 4507, 3550 and 2950), WAN
links and Rapier and Foundry Switches.
PREVIOUS ORANISATION:
ORGANISATION: PC SOLUTIONS PVT. LTD. (NOV 06-May 08)
Designation: Team Leader-Network
Project Handle:
IBM DAKSH (GURGAON)
JOB Responsibilities:
 Handling and Coordinating of IT-WAN Team having 6 Network Engineers at
IBM-DAKSH Global Service Center, company owned International call center-
Gurgaon in 24x7 Mission Critical Environment.
 Arrange their shifts; assign them responsibilities according to their abilities,
Provide work direction to other team members if applicable, Meeting with
IT-Head to discuss on Escalated issues and on new projects and
activities.
 Responsible for establishing performance measures to ensure vendor(s)
deliver according to established SLAs
 Act as Operation Manager--Coordinate, manage and monitor the workings of
Network Resources, Responsible for their day to day activities/operation.
Formulate and implement policies and procedures to maximize output.
Monitor adherence to rules, regulations and procedures agreed by client.
 Maintain and Update their Database, Inventory, Backups, and Network
Diagrams.
DRK-ACTS

7.  Design, installation, configuration and maintenance of complete LAN network
including Core Switches & Access Switches (Cisco Catalyst 6509, 4006,
4507R, 3550 and 2950).
 Handling Cisco Routers of series 7206VXR and 3550, 3750 and 2651XM using
different technology for Data and Voice routers.
 Maintenance of WAN switches including IGX 8430 running over DS3 links and
Nortel Passport 7400 series.
 Using the tools like MRTG (Multi Router Traffic Grapher), CWM (Cisco Works
Manager) for IGX and MDM (Multiple Data Manager) for Nortel Passport,
Solar winds (Orion).
 Ensures appropriate resources and sourcing strategies for the work efforts,
choosing appropriate internal versus external utilization based on cost,
expertise, and practicality.
 Monitoring and Mentoring team members, to keep the team motivated and to
ensure high productivity and CSAT levels are maintained.
 Participated in RFP and RFI
PREVIOUS ORANISATION:
ORGANISATION: DATACRAFT INDIA LTD. (MARCH 06-OCT 06)
Designation: Sr. NETWORK ENGINEER
Project Handle:
AMEX (GURGAON)
JOB Responsibilities:
 Team member of TNS India team as Network Administrator at American Express
Global Service Center, company owned International call center-Gurgaon.
 Working with a team of Network Engineers in 24x7 Mission Critical Environment.
 IP Address Management.
 Design, installation, configuration and maintenance of complete LAN network
including Core Switches & Access Switches (Cisco Catalyst 6509, 6506 and
3560).
 Pro-active monitoring of the Network.
 Handling Cisco Routers of series 7200 Series using different technology for Data
and Voice routers.
 Maintenance of WAN switches including IGX 8430 running over DS3 links.
 Up gradation of switch software and firmware of IGX cards.
 Follow up with different Service Providers like Bharti, VSNL, AT&T, and Sprint etc.
to get the maximum Business Uptime.
 Responsible for establishing performance measures to ensure vendor(s) deliver
according to established SLAs
State Bank of India, Syndicate Bank, CBI and Others.
JOB Responsibilities:
• Working as a team member of Network team of SBI to provide second level
support (24x7) after CC for troubleshooting and resolving Networking,
Hardware and other connectivity issues of corporate customers using
devices i.e. Cisco Routers, Switches.
• Handling SBI Branches all over in Delhi
• Installation/Configure/Troubleshoot Routers (Cisco 1750, 7200, 1840).
• Installation/Configure/Troubleshoot Switch (Catalyst 2950,4507)
• Installation/Configure/Troubleshoot Cisco IP Phone (7910,7905,7920)
DRK-ACTS

8. • Troubleshooting Leased line and ISDN related problems
Previous Organization:
Organization: CMS Computers Ltd. New Delhi (FEB 05-FEB 06)
Designation: Network Operational Engineer
Customer Site: L & T Netcom Ltd. And MTNL (MLDN) Setup
Project Handled:
MTNL DATACENTER
Job Responsibilities:
• Responsible for complete setup of MTNL Datacenter and make it lives.
• Installation/Configure/Troubleshoot Switch (Catalyst 4507, Catalyst 2950),
• Installation/Configure/Troubleshoot Routers (Cisco 7200, 7500).
• Installation of Modems (ASM-20, HTU-E1) and Routers (Cisco3600, 7200,
7500).
• Working on Linux (basics), Tellabs, Web Reporter, Symantec and
Tivoli.
• Installation/Configure/Troubleshoot Firewall pix 535
• Installation/Configure/Troubleshoot Switch (Catalyst 4507, Catalyst 2950),
LARSEN AND TOUBRO
Job Responsibilities:
• Monitor and Troubleshoot there 63 circuits all over in India
• Installation/Configure/Troubleshoot of Modems (ASM-20, HTU-E1)
• Installation/Configure/Troubleshoot of Router 3600
• Troubleshooting Leased line and ISDN related problems
SUNCITY PROJECTS LTD. CBM AND OTHER CUSTOMERS SUPPORT.
Job Responsibilities:
• Working as a Network Engineer to provide support (24x7) after CC for
troubleshooting and resolving Networking, Hardware and other
connectivity issues of corporate customers using devices i.e. Cisco
Routers, Switches.
• Installation of Complete LAN Setup, Maintenance and Troubleshooting and
Hardware Maintenance and Troubleshooting.
• Windows 2003 Server (Installation, Groupings, Mirroring etc.)
• Installed Window-2000, Windows-XP, Windows-MN, Windows-98 and Software.
Achievements & Extra-Curriculum Activities:
• First in Founder’s Day Quiz Competition
• Organized Techs pan (the National level IT fest)
• Organized Renaissance (the National level management fest)
• Received Certificate of Appreciation Awards.
DRK-ACTS

9. Personal Profile:
Name: Abhishek Sharma
Father’s name: Shri R.K Sharma
Sex: Male
Languages Known: English, Hindi
Nationality: Indian
Declaration:
I consider myself familiar with Networking and Hardware Aspects. I am also confident of
my ability to work in a team.
I hereby declare that the information furnished above is true to the best of my knowledge.
Date:
Place: Delhi (ABHISHEK SHARMA)
DRK-ACTS

10. Personal Profile:
Name: Abhishek Sharma
Father’s name: Shri R.K Sharma
Sex: Male
Languages Known: English, Hindi
Nationality: Indian
Declaration:
I consider myself familiar with Networking and Hardware Aspects. I am also confident of
my ability to work in a team.
I hereby declare that the information furnished above is true to the best of my knowledge.
Date:
Place: Delhi (ABHISHEK SHARMA)
DRK-ACTS