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Ankush SharmaDreams Nandini, Manjari BK, Pune Solapur Road, Pune [email protected]
SUMMARY
More than 11 years of IT experience
COMPUTER SKILLS
Software Platforms: Microsoft Windows 7, Windows 8, Windows 10, Linux,
Windows Server 2008 R2 and Windows Server 2012
Applications: Symantec DLP, Symantec Encryption, Office 365, Microsoft Exchange, Microsoft Office, Oracle SQL, Oracle PL/SQL
COMPUTER CERTIFICATIONS:
MCP (70-680)
MCP (70-640)
MCP (70-642)
MCP (70-662)
Symantec Certified Specialist – Endpoint Encryption and PGP
CompTIA Network+
CompTIA Security+
EXPERIENCE
Sr. Technical Account Manager July 2012 to Present
Symantec Software India Pvt. Ltd, Pune (Data Loss Prevention and Encryption) Manage team of business critical engineers, interface with diversity of
teams like pre-sales, sales, engineering, technical support etc. to provide implementation, consultation, mitigation and maintenance strategies on Symantec DLP and Encryption technologies in conjunction with determination of the needs of premium customers
Handle all types of customer escalations and take a technical dive when a situation requires an SME for resolving technical challenges
Understand complex multi-vendor environments and work cooperatively with the customer to efficiently support Symantec technologies, proactively managing security threats and helping to prevent unplanned
downtime
Travel and visit customer sites, to evaluate customer systems, and to develop relationships
Train new hires about their job profile and responsibilities
Organize technical triage’s within the team
Take Interviews to hire a best and effective talent in the organization
Technical Support Engineer Dec 2010 to July 2012
Convergys India Pvt. Ltd, Pune (Live@edu and Office365 Provided front line support to customers to deploy, configure and
troubleshoot Live@edu and Office 365
Created KSI and indexed articles
Trained colleagues about latest process update
Organized and provided technical triage’s
Acted as a team lead during weekend shifts
Assisted tech lead with technical case review
Interacted with Microsoft technical support leads regarding management and technical topics
Technical Consultant Dec 2008 to December 2010
Wipro BPO Ltd Navi Mumbai (Microsoft Outlook and Exchange) Assisted customers with fixing Microsoft Outlook and Exchange issues
Researched on product limitation and provided assistance to escalation engineers with filing a bug or feature requests
Created KSI and indexed article for Microsoft Outlook and Exchange
Organized and provided technical triage’s
Trained colleagues about latest process update
Assisted manager with customer recoveries
Interacted with Microsoft technical support leads regarding management and technical topics
Acted as a team lead as and when required
Technical Leader Nov 2007 to Nov 2008
Wipro BPO Ltd Navi Mumbai (Microsoft Office IW Word and OneNote)
Leaded a team of technical support engineers
Was involved in people management and work management
Conducted peer review and provided feedback
Interacted with Microsoft technical support leads regarding management and technical topics
Assisted upper management with annual appraisal process
Assisted manager in achieving CSAT targets
Did customer recoveries
Provided training to team members on latest process update
Validated KB articles created by team members
Acted as a group leader during weekend shifts
Support Engineer May 2007 to Nov 2007
Wipro BPO Ltd Navi Mumbai (Microsoft Office IW Word and OneNote) Provided front line support to customers to install, configure, use and
troubleshoot Microsoft Word and OneNote
Created KSI and useful documents on Microsoft Word and OneNote
Assisted tier 2 engineers with creating training modules
Conducted training’s on various technical topics
IT Administrator June 2005 to May 2007
Jayant Furnisher Pvt. LTD Mumbai Maintained company’s IT network, workstations and servers
Provided desktop support to other employees Interacted with vendors regarding sales order, quotations and purchase
Created half yearly IT budget
EDUCATION
Eastern Institute for Integrated Learning in Management (EIILM University)
2003 to 2012
Mumbai, Maharashtra Bachelor of Information Technology
Atomic Energy Junior College 2001 to 2003
Mumbai, Maharashtra HSC
Atomic Energy Central School 2000 to 2001
Mumbai, Maharashtra
SSC
