Deepak Sharma

About Deepak Sharma

Hello! I am Deepak Sharma, a dynamic and results-driven professional with over a decade of experience in Information Technology, specializing in Application Production Support. My expertise lies in providing exceptional support for both critical and non-critical systems, with a strong emphasis on operational efficiency and system reliability. I have honed my skills in SQL, UNIX, and Shell scripting, and I am passionate about leveraging my knowledge to drive improvements across diverse industries moreover having 10 Years experienced in Application Production Support Professional skilled in SQL Server, Java, Technical Support, Production Support, SQL Queries, ITIL, BMC remedy, Rally, Zira, Splunk, Root Cause Analysis. I can join in one dayThroughout my career, I have successfully managed complex issues in high-pressure environments, demonstrating my ability to minimize downtime and optimize performance. I take pride in my leadership skills, having fostered collaboration among cross-functional teams and mentored junior team members to build high-performing support teams. Recently, I led a project that achieved a remarkable 90% increase in system uptime through advanced monitoring tools and proactive maintenance strategies. My commitment to continuous improvement and operational excellence is reflected in my work.Key Achievements- Received the Annual Excellent Rating for the year 20••••18- Recognized as Best Performer for three consecutive years: 2016, 2017, and 2018, awarded the \"Pat on the Back\" accolade- Successfully implemented proactive monitoring strategies, resulting in reduced incident response times.You can reach me at 70••••••16 (d••••••••@gmail.com)

Experience

1. Payment Specialist

   ParentPay Group

   Jul 2025 — Present · Pune, IN

   Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.• Provided Level 3 (L3) technical support for enterprise applications in Production, handling complex incidents, root cause analysis, and permanent fixes.• Acted as escalation point for L1/L2 teams, resolving high-priority (P1/P2) issues within SLA. • Performed log analysis (Splunk/ELK), SQL queries, and Unix troubleshooting to diagnose and fix issues. • Coordinated with development and infrastructure teams for bug fixes, performance tuning, and deployment support. • Manage the patching and upgrade activities in support of ParentPay compliance programs. • Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.

Education

• Punjab Technical University

  Bachelor's degree, Computer Engineering