Manisha Sharma

Manisha Sharma

Result Oriented, Customer Relationship Management Capabilities with a consistency track record for the successful System Administration Professional with 7 years of extensive Experience in IT Industry. I'm Resourceful, Highly Energetic, Innovative. Possess Impeccable Integrity and on-the-job Commitment. Detailed driven with Un-matchable Focus and Outstanding Communication Skills.

Work History

Work History
Dec 2012 - Present

Technical Support Engineer - Enterprise Vault

SYMANTEC CORPORATION
COMPANY PROFILE: Symantec helps organizations protect business" infrastructures and information, across numerous and complex IT systems. For more than 20 years Symantec has been protecting customers from threats, system failures, user errors, and disaster-protecting more people and more companies from online threats than anyone in the world; enabling business and individuals to work and communicate and interact safely in a connected world. The company has evolved to become one of the world's largest software companies with more than 18, 500 employees in more than 50 countries. Symantec provides security, storage and systems management solutions to help customers-from consumers and small businesses to the largest global organizations-secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.

DESIGNATION: Technical Support Engineer

NAME OF THE PROJECT: Information Intelligence

NUMBER OF TEAM MEMBERS: 66

RESPONSIBILITIES:
  • Work as a part of a professional support team to provide solutions to business critical, high & low severity issues logged by Enterprise customers/Symantec partners/Internal Sales team.
  • Trained in various product skill sets such as Enterprise Vault for Microsoft Exchange, Enterprise Vault for File Server Archiving, Enterprise Vault Compliance Accelerator, Enterprise Vault Discovery Accelerator, and Enterprise Vault Outlook Web Access Archiving.
  • Actively participate in the weekly case bash done at the team level to solve complex issues effectively.
  • Work end to end with storage vendors & exchange service providers to ensure speedy resolution is provided to the customers.
  • Attend training, workshops & seminars conducted for team members, to enhance knowledge and technical skills.
  • Setup product labs and reproduce issue in-house as a part of case research and analysis.
  • Help product engineering team with enhancements and bug-fixes by providing evidence where required.
Jun 2012 - Dec 2012

Mail and Messaging Administrator

Maersk Global India Pvt Ltd
DESIGNATION: Mail & Messaging Admin

NAME OF THE PROJECT: Mail And Messaging Support

NUMBER OF TEAM MEMBERS: 16

TECHNOLOGIES USED: EXCHANGE 2007, OUTLOOK 2010, Microsoft Lync, BES 5.0, BMC Remedy 7.5, Power Shell

RESPONSIBILITIES:
Handle technical escalations received from different service desk teams across the organization in the form of remedy incidents/mails on Outlook 2003/2007/2010 client, Active Directory, Blackberry and Exchange 2010.
Act as a level 2 support for all the issues related to mail & messaging, blackberry, active directory objects and various other technologies used company wide. Actively participate in R&D done at the team level to solve user issues effectively and work end to end with various 3 rd party vendors like Microsoft to solve issues with huge impact.
Attend technical trainings conducted for team members, delivering lessons learned to end users and local service desks(cross site).
Accommodate updating technologies(e.g. launch of MS Outlook 2010, Office Communicator 2007R2 and Microsoft Lync).
Handle user migrations from Outlook 2007 or, APM Mail Blackberry to OAS Blackberry, and Office Communicator 2005 to Microsoft Lynch.
Initiate problem management and knowledge base activities to avoid recurring incidents/requests.
Analyze and troubleshoot user queries, identifying and prioritizing their requirements to ensure the requests/queries are actioned within service delivery agreements.
Setup and Maintain SOP" s/Knowledgebase/Known Error Database/Teamsite.
Apr 2008 - Oct 2010

Senior Server Administrator

Amdocs India Pvt Ltd
DESIGNATION: Windows/Exchange/AD/Citrix/VMware Support Technician

NAME OF THE PROJECT: AMDOCS Internal IT

NUMBER OF TEAM MEMBERS: 30

TECHNOLOGIES USED: WIN 7, COMMUNICATOR 2007, OUTLOOK 2007, OFFICE, EXCHANGE 2007, WINDOWS 2003 PRO, WINDOWS 2008, AMDOCS CLARIFY CRM, BES 5.0, VMWARE ESX 4.1

RESPONSIBILITIES:
Worked as senior server administrator(first level support) Amdocs internal IT ISO: certified.
Worked as windows server first level contact and provide help with installation, configuration and troubleshooting on various windows server as well as client machines.
Provided installation, configuration and troubleshooting support for various Blackberry, ActiveSync and VPN issues.
Worked on internal CRM application(Clarify CRM) to log new cases & update progress on existing cases in a timely manner.
Worked on Citrix Metaframe technology.Published links & applications.
Worked on active directory, exchange serves, VMware ESX servers and blackberry enterprise servers.
Managed security permissions on accounts of all Amdocs employees.
Co-ordinated with NOC support team to resolve any issues reported on the network either by the business or identified in the network monitoring tools.

ACHIEVEMENTS:
Have been trained on ITIL(Information Technology Infrastructure Library) internally.
Was awarded twice by director of Amdocs global IT for scoring highest in terms of quality assurance, customer satisfaction and case closure.
Was promoted as Technical FP(Focal Point) for a team of 30 people out of which 7 people worked under my close supervision.
Jan 2007 - Apr 2008

Technical Support Engineer

vCustomer
Company Profile:

Vcustomer is a leading provider of customer lifecycle management services. They combine our industry expertise with innovative technology and business analytics to deliver customized, high quality, cost-saving services and solutions.

Designation:Technical Support Engineer Responsibilities:
  • Installation, configuration and troubleshooting of more than 200 Netgear products such as routers, repeaters, switches, hubs, bridges, network adapters
  • Worked on latest wifi technology 802.11a/b/g/n
Achievements:
  • Efficient in executing tasks.
  • Received rewards and recognition for good performance.
  • Appreciation mails from customer published directly by client on Netgear website
  • Stretched shift by extra works in times of high call-flow.
  • Provided KT to new team members whenever needed to let them get acquainted with the technology.

Education

Education
2008

DOEACC 'A' Level

DOEACC University
(2 years Diploma - Equivalent to BCA)
2007

B.A. English (Hons)

Delhi University

Certifications

Certifications

MCTS

Microsoft
Microsoft Certified Technology Specialist - Windows Server 2008 Active Directory
Nov 2015

ITIL

Information Technology Infrastructure Library
Jun 2010

MCP

Microsoft
Microsoft Certified Professional
Jan 2008

CCNA

Cisco
Cisco Certified Networking Professional

Hobbies:

Reading Books
Learning new Languages
Playing Chess

Personal Details