1. Key Skills Profile Summary
End User Computing
Incident Management
Data Centre Maintenance
Technical Support
Windows Administrator
SLA Management
Desktop Administration
A focused ITIL, MCITP Certified professional with 4.11 years of
experience IT Helpdesk Management, End User Computing, Onsite
Desktop Support Technician, and Customer Service
Insightful understanding of ITIL foundation framework which includes
Service Delivery functions such as Incident Management, Problem
Management, Configuration Management, Change Management & Release
Management
Install, upgrade, support and troubleshoot Windows OS, authorized
desktop applications, hardware, and peripheral equipment.
Project planning & conducting Transition for EUC Tower from previous
vendor
Data Center Maintenance
Instrumental in conducting Route Cause Analysis to understand & resolve
IT issues, sharing the issues with the Development Team & documenting
the same
Efficient organizer, motivator, team player with analytical skills to excel
and win
Education
B.E. in EEE from CSVTU, Bhilai in 2011
Technical Skills
Operating System: Win XP, Win 7,Win
server 2k8, win 10, Linux Basics
Hardware: Dell, HP, Lenovo, IPad/IPhone
Tools: BMC Remedy, Service-Now, LANDesk,
Bomgar, VNC, TeamViewer, Active Directory
Management Console, Configuration Manager
Console, Exchange Management Console
Certification
MCTS: Windows 7, Configuration
Certification
MCITP: Server Administrator
Certification
ITIL 2011 Foundation
MCTS: Administering & Deploying
System Center2012 Configuration
Manager Certification
Career Timeline
2012-2015 2015-present
Work Experience
Dec’ 15 – Present with TCS Melbourne, Australia as IT Site Administrator
at Pfizer Manufacturing Plant, Mulgrave
Growth Path:
Aug’ 14 – Nov’ 15 End User Computing & Project Transition, Gurgaon
Aug’ 12 –Jul’ 14 End User Computing support for Zimmer Business Solution,
TCS Gurgaon
Jan’ 12-Jul’ 12 TCS ILP Trainee program at Tecknoturf, Coimbatore
Tata Consultancy
Services, Gurgaon
Haryana
SOURABH GUPTA
Targeting assignments in Problem Management, Technical Support and Service Delivery with an organisation of
repute
Australia Work Permit (class UC) (Subclass 457) 8269563125236
sourabh007g@gmail.com +61420549190, Skype ID –sourabh007g
Tata Consultancy
Services, Melbourne,
Australia

2. Key Result Areas:
Managing all Customer Edge Desktops of Asia-Pacific Client along with the Mobile Device Management
Maintenance of Data Center at Pfizer Pharmaceutical Manufacturing facility & coordination with Offshore Teams for
seamless operations in the event of critical & P2 Incident
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
Conducting Software Evaluations & Sociability Tests for GXP & non GXP applications for Hospira Pharmaceutical Plant
Installation, configuration, monitoring, diagnosing, repairing, maintaining and upgrading various standard & in-house
applications
IT Hardware Asset Inventory Management
Coordination with the Offshore Backup & Storage team & performing the rotation of Back Up Tapes
Handling HVAC issues in the physical Data Center & coordination with Vendor in case of any emergency & breakdown
Aug’ 14 – Nov’ 15 with TCS Offshore Delivery Centre, Gurgaon as EUC Administrator (ISP Project – Hospira)
Key Result Areas:
Maintaining SLA of every incident and implementing the Change requests raised by the customers
Project planning & conducting Transition for EUC Tower from previous vendor
Drafting Knowledge articles & process documents for EUC Tower during Transition.
Supporting Hospira end to end infrastructures and providing level 2 solutions for desktop and mobile devices related issues
Installation, configuration, monitoring, diagnosing, repairing, maintaining and upgrading various standard & in -house
applications (MS Outlook, MS Access, Internet Explorer, Cisco VPN etc.)
Aug’ 12 – July’ 14 with TCS Offshore Delivery Centre, Gurgaon as EUC Administrator (ISP Project – Zimmer)
Key Result Areas:
Supporting Zimmer end to end infrastructures and providing Level 2 solutions Desktop and Mobile devices related issues
Call and ticket handling – take ownership of the incident on behalf of the Authorized User
Creating and managing Knowledge Based Documents for new issues and resolutions
Installation, Managing and Administration of Windows XP and Windows 7 desktops and laptops.
Using and troubleshooting of MS Office (2003, 2007, 2010), Internet browsers (IE, Chrome and Firefox) and other
applications issues within a network environment.
Highlights:
Won Certificate of Recognition as a Star Performer
Jan’ 12 – Jun’ 12 with Teknoturf Coimbatore. as TCS ILP Training Program
Key Result Areas:
Trained on System Basics & ITIL Foundation Module
Gained basic knowledge & overview of the Windows server 2K8 & RHEL
Personal Details
Date of Birth: 20th
May 1989
Languages Known: Hindi and English
Address: 1, Garton Ct. Mulgrave, VIC-3170