Team Lead Infrastructure & Customer Support

Rishi Sharma

**** ***** **** ****, *********, ON L1X 2G8 416-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Accomplished and versatile Team Lead and Infrastructure Specialist with over 20 years of experience in technical leadership, customer resiliency, and infrastructure support. Proven track record of managing teams of up to 25 agents, driving employee engagement, and maintaining high SLA standards in fast-paced enterprise and helpdesk environments. Expert at bridging the gap between complex technical requirements and client-facing service delivery, specializing in disaster recovery, network administration, and stakeholder management

CORE COMPETENCIES

●Leadership & Management: Team Coaching & Mentoring, Resource Planning, Performance Metrics (SLA), Recruitment & Onboarding, Conflict Resolution

●Customer Resiliency & Service: Client Relationship Management, Disaster Recovery Coordination, Member Retention, Technical Escalations

●Technical Proficiency & Support: Mainframe Hardware (z14, z12, z196), z/VM, Networking (VLANs), ServiceNow, Distributed Computer Environments (DCE), Remote Assistance, Systems Troubleshooting

PROFESSIONAL EXPERIENCE

Kyndryl (Formerly IBM) Markham, ON

Senior Associate Infrastructure Specialist (Mainframe Support) September 2021 – August 2026

●Lead technical disaster recovery preparations for enterprise clients, managing high-stakes hardware systems including z196, z12, and z14.

●Facilitate client pre-test calls to translate business requirements into technical configurations, ensuring seamless execution of recovery protocols.

●Provide real-time troubleshooting and support during client tests to minimize impact and ensure business continuity.

IBM – Resiliency Services Markham, ON

Project Manager September 2019 – July 2021

●Customer Account Management: Orchestrated resiliency services for up to 25 major client accounts, serving as the primary point of contact for disaster recovery needs.

●Cross-Functional Leadership: Liaised between clients and technical teams to resolve complex technical concerns and coordinate scheduling for critical testing phases.

●Contract Administration: Managed billing accuracy and contract modifications, ensuring all service changes were accurately reflected in financial systems.

IBM – Supporting Morgan Stanley Markham, ON

Team Lead February 2018 – August 2019

●Directed a team of 15–20 agents, providing daily coaching, performance feedback, and ongoing career progression guidance.

●Monitored call queues and agent schedules daily to ensure optimal staffing levels and operational efficiency.

●Ran daily and weekly reports on overall helpdesk performance and SLA metrics to ensure targets were consistently met or exceeded.

Technical Support Agent February 2016 – February 2018

●Provided L1 and L2 technical support for end-user hardware, software, and remote troubleshooting.

●Served as a dedicated support agent for top-tiered users, resolving complex issues on initial contact.

●Onboarded and trained new hires for the Level 1 helpdesk and refined training materials.

Foresters Toronto, ON

Customer Service Representative March 2015 – August 2015

●Provided front-line support for life insurance products, maintaining high customer satisfaction and retaining members attempting policy cancellations.

●Assisted members with policy updates, loans, beneficiary changes, and records maintenance.

Minacs (Supporting Toronto Star) Oshawa, ON

Retention Agent July 2014 – March 2015

●Handled customer inquiries regarding subscriptions, focusing on subscriber retention strategies.

●Trained new agents on retention techniques and customer service best practices.

EDUCATION & CERTIFICATIONS

Education

●Bachelor of Science (BSc) in Business Information Technology 1995 – 1998

Brunel University, UK

Key Focus Areas: Management of Business Function, Strategic Business Management, Database Management, Systems Analysis, and Systems Software.

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