Ankit Sharma

About Ankit Sharma

Areas of Expertise:IT Analysis | Customer Service | Project Management | Active Directory management | Hardware | Incident Management | Helpdesk | Windows 10 | ITIL processes | VPN | System Administration | Networking Reporting Printers | Backup | Windows TroubleshootingSummary:I am a results-oriented professional with more than 12+ years of experience, focused on System Support, Enterprise Application Support, and ITIL process Implementation (Incident Management, Request Fulfilment, Access Management, Problem Management, and Knowledge Management). I have hands on skills in communicating with stakeholders to understand various requirements, developing and analyzing functional specifications, designing efficient IT systems to meet business and technology needs, coordinating developers to build and implement technology solutions, integrating multiple systems and reconciling needs of different teams, gathering feedback from end users about system performance, planning and overseeing projects (e.g. upgrades, hardware/software installations), facilitating advice and technical training and also staying abreast of technology trends and developments.I have completed Master of Science in Information and Technology from Annamalai university, India – 2012. In my previous stints, I have also been deputed as a Technical Support Engineer, good at facilitating the technical support to more than colleagues across India, managing desktop, networking devices, printers and ensuring minimal issues while working with various antivirus tools and configuring Wi-Fi printers as well as routers and managing antivirus efficiently.

Experience

1. IT Support Specialist

   Mercer

   Feb 2016 — Present · IN

   Key involvement in ensuring the IT system environment is monitored for correct operational status of critical functions and escalating the same to the appropriate resources both internally and externally Responding to the alerts from system, network, application, or database monitoring and resolving issues Ensuring to take care of SLA Service review and meetings to deliver better support Configuration of operating-system deployment strategy by using SCCM Play a vital role in handling VIP users such as group managers and above colleagues and also supporting for Apple Hardware, OS, applications Documenting all the operational activities including trouble tickets, production support activities, and other tasks with adherence to IT procedures Sending notifications to the designated recipients for missed SLA’s by following various policies and procedures Responding to the support tickets and assisting the requestors in resolving reported issues using helpdesk procedures Managing and assigning the tickets in accordance with IT procedures and defined SLAs Setting up and configuring PC, laptop, and thin client systems and also applying user additions and deletions in the Active Directory and also administering various vendor applications Supporting and troubleshooting issues with technologies including management of Networking (TCP/IP, DNS, Cabling, Wireless), Remote Access Connectivity (VPN), IP Telephony Managing the joiners and leavers process and ensuring that the systems and access requests/removals are dealt promptly and securely Handling the break/fix helpdesk workload through prioritizing, addressing and resolving issues Acting as the point of contact for resolving technical support issues in the business Maintaining the printers and managing toner cartridge supplies, various changes Providing on-site assistance to the global server and network teams

Education

• Annamalai University

  Master's degree, Information Technology

• Rainbow english school

  Business/Commerce, General

  2001 — 2001

• Delhi University

  Bachelor of Commerce - BCom, Business/Commerce, General

• Rich Harvest Public School

  Bachelor of Commerce - BCom, Business/Commerce, General