ARUN KUMAR SHARMA
Contact Number: +91-990*******, Email address: email@example.com
Objective: To work, learn and grow with an organization to reach a high level in managerial hierarchy and be instrumental in driving it beyond its mission by adhering to its values and cultures and utilizing my potential and talents to its fullest. Summary of Qualifications
Experienced Tech Lead Engineer with a demonstrated history of working in compute hardware & software industry with proven troubleshooting knowledge in Consumer & Enterprise environment.
IT Professional with over 10 years of experience in Dell & HPE Server Hardware. Hands on experience on set up, installing, updating, upgrading, configuring, managing & troubleshooting on patches and Windows, Linux & VMware Platform.
Troubleshooting, diagnosing based on log analysis, remote support and reproducing new issues in the lab environment to provide fault analysis & root cause analysis. Flagging bugs to engineering, R&D team to find work around & permanent fix.
Active contributor to internal Knowledge Base articles pertaining to new issues.
Hands on experience on CRM tools line Seibel, Dell Serv, SAP, OPT, Service Now, Salesforce SFDC, GS Lightning, etc.
Pioneered, mentored and led L1 Teams in Consumer & Enterprise business deliverable to meet SLA, CSAT, NPS, Dispatch Accuracy, RFT, AHT, de- escalation & Sales.
VMware Software India Pvt Limited, Bangalore India under the payroll of Quess Corp June 2019 to Present
Enterprise Support Engineer
o Responding to customer inquiries, primarily by telephone and e-mail. o Resolving customer technical issues through diligent research, reproduction, and troubleshooting on vSphere, vCenter & ESXi products. o Working directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems o Documenting all technical inquiries, develop and review content for knowledgebase. o Helping test alpha and beta products.
o Excellent verbal and written communication skills; is able to explain technical and non-technical topics in simple terms; is able to think quickly and react to client-impacting situations.
Hewlett Packard Enterprise, Bangalore India April 2015 to May 2019
Tech Lead March 2016 to May 2019
o Providing team leadership to Mission Critical Team for NASA region in Industry Standard Servers - HPE ProLiant Servers like DL, ML, SL & HPE Blades. o Ensuring knowledge transfer & mentoring to Technical Consultants. o Driving SLA, AHT, de-escalation, sales, dispatch accuracy & Right First-Time resolution. o Monitor overall performance of the IT environment and make recommendations for improvement o Providing regular feedback & driving performance improvement plans to excel in team target & Service Level Agreement. o Collaborating with the Account Support Managers & elevating entitlements from Foundation care to Proactive care & from Proactive to Data Center care.
o Taking interviews of the new employees.
o Auditing calls on Qfiniti and providing feedbacks to enhance the customer experience. o Weekly discussion with onshore for business delivery to drive innovative chalk out plans to increase CSAT and NPS.
Technical Solution Consultant April 2015 to March 2016 o Responding to incidents, requests for service and support, and potentially coordinate resolution with internal or external resources in the Mission Critical environment in HPE Advance Solution Center Team o Troubleshooting & maintaining HPE ProLiant Servers: ML, DL, BL, CL, SL & XL series servers, c7000 & c3000 enclosures, iLO Management port, connectivity & remote management, Enterprise Servers - Cisco UCS, Dell, HP C-Class, networking, data center technologies, physical and virtual servers. o Working with all the major Fortune 500 companies and troubleshooting and maintaining their servers under HPE's entitlements o Running necessary diagnostic reports and collect logs and analyzing them to find the root cause of the issue. o Analysis of Operating System logs. Windows HPS, Linux SOS Report & VM Support log. o Analyzing Hardware logs, Integrated Management logs, Active Health System Logs, Array Diagnostic Utility Report, OA Show All, etc. o Checking for driver and firmware compatibility in respect to operating system and the hardware Dell International Services India Pvt Ltd, Mohali India March 2010 to October 2014
Technical Support Supervisor / Advance Resolution Expert Jan 2013 to October 2014 o Providing L2 support to L1 engineers
o Handling escalations around incidents/problems with high visibility which was directed to Michael Dell in SSR Team. o Approving parts & onsite dispatches to curtail onsite engineer visit & focusing on increasing the remote resolution. o Taking regular sessions to find the gap to meet team's goal and lay out the plans & strategies to meet the target. o Conducting training, sharing feedback and building agent capability. o Planning, strategizing and executing process improvement initiatives. o Discussing IDP (Individual Development Plan) with team members. o Conducting performance appraisals to ensure effective motivation of the team members. o Overseeing deliveries/ turnaround time involving quality checks. o Preparing & compiling various weekly/ monthly reports pertaining to process and productivity. o Identifying potential areas for grooming team members through regular mentoring.
Case Manager / Customer Champion April 2012 to December 2012 o Driving C-SAT on floor to enhance the customer experience through monitoring and executing compliance as per Dell Policy o Auditing calls & cases and providing coaching & feedback to enrich customer experience o Ensuring that ITIL methodologies including Change, Incident and Problem Management are an aspect of all infrastructure and system support. o Demonstrated success in gathering facts, events co-relation, research, and methodical problem analysis and solution implementation.
Resolution Expert September 2011 to March 2012
o Providing Technical & Process Training to New Hires on Dell Consumer Products o Mentoring and conducting knowledge transfer session for the engineers o Representing Dell on 3rd party websites as a SMaC professional
Technical Support Expert December 2010 to August 2011 o Sharing best practices through Go-Live session.
o Inducted into Platinum Club and among top 25% of resolution experts evaluated on a target 10% higher than rest of population.
Senior Technical Support Associate March to December 2010 o Providing Early Life Support experience in Dell consumer products in Laptop, Desktop, Printers, routers. o Supported Dell products like Inspiron, XPS, Studios. o Providing software support on Microsoft XP, Vista, Windows 7 & Windows 8. o Updating, installing Windows, MS office suites, configuring email clients. Aircond (An air conditioning company in Bangur, Kolkata) August 2005 to December 2009 o 2 years as maintenance in charge for a team of 10 people in Aircond. o Dealing with Precision Air Conditioning, In MNCs in Sector V, Salt Lake City, Rajarhat IT city of Kolkata. o Maintenance-in-Charge for the team of 10 work group. PROFESSIONAL AND SCHOLASTIC CREDENTIALS:
• Post-Graduation Diploma in Business Administration, Annamalai University 2019
• BSc. in Computer Science Honours, University of Calcutta 2008 CERTIFICATIONS:
ITIL Foundation V3 2011
CompTia Server +
VMware vSphere 6.7 Foundations
Foundations of HPE Industry Standard Servers
Foundations of HPE SAN Fundamentals
Dell Certified System Expert
AWARDS & RECOGNITION:
Recipient of Michael Dell Award
Consistent best employee of the year
• Analytical Thinking/Judgment
• Client Service Orientation
• Effective Interactive Communication
• Teamwork and Cooperation
• Specialized Subject Matter Expertise and Knowledge
• Planning & Organizing Skills
• Consulting Skills