Gaurav Sharma

Information Technology Operations Supervisor @ Porch Group

About

As a highly skilled and adaptable IT professional with a proven track record in system and cloud administration, I have gained extensive experience in developing and implementing project plans, risk assessments, and contingency plans. With a strong focus on designing and implementing monitoring, configuration management, and reporting functions for a hands-off environment, I have effectively managed projects of varying lengths and worked independently to deliver exceptional results. My most recent role as a IT Team Lead at Porch IND has provided me with a wealth of experience in managing Google-Suite / Exchange Server users' data, managing identity and access management with Okta and OIDC, OIN, OAuth, SAML toolkits, SWA, and managing CRM tools like ZOHO, Copper, Zendesk, and others. I have also managed tickets in Jira service Desk, BMC Helpmate Tool, and Wells Fargo's PAC-2000 Ticketing Tools, prepared system documentation such as licensing and software inventory, and monitored and updated server patches. Prior to my current role, I worked as a System/Cloud Administrator & EUS L1 at Encore ARC Pvt Ltd, where I gained valuable experience in incident and work order management, monitoring, and patching of SQL servers, upgrading computer systems based on client requirements, and providing solutions within SLAs. My technical skills are extensive, and I have experience dealing with Active Directory (All kind of domains), different operating systems like MacOS, Windows 7,8,10, and servers 2012, 16,19 R2 and T2, Bit locker recoveries through Air watch & Absolute console, and installation and uninstallation of software through SM tool. I also have AWS knowledge of EC2, S3, VPC, IAM user-Roles-Group, Load balancer, Cloud watch, Autoscaling, ELB, SNS. As a positive and self-motivated individual, I have a flexible and adaptable approach to work and am able to thrive in a rapidly changing environment. With my exceptional communication skills and ability to work collaboratively with teams, I am confident that I can make a significant contribution to any organisation. In summary, I am a highly skilled and experienced IT professional with a proven track record in system and cloud administration. With extensive technical knowledge and exceptional project management and communication skills, I am able to deliver outstanding results in a hands-off environment.

Country

India

City

Noida

Industry

Financial Services

Skill

IT Asset Management, Microsoft Power Platform, SharePoint Administration, Microsoft Power Apps, Microsoft OneDrive, Microsoft 365, Linux, Attention to Detail, Resolving Issues, Cisco Systems Products, Global Operations, Escalations Management, Root Cause Analysis, Customer Communication, Problem Management, Customer Support, Incident Management, Troubleshooting, Strategic Vision, Presentation Skills

Experience

Information Technology Operations Supervisor

Porch Group

2024-10 - Present · 2 yrs

India

Technical Lead

Porch Group

2024-1 - 2024-10 · 10 mos

India

IT Operations & Service Delivery Jan/2024-Present Responsible & Accountable for delivery of IT operations as per agrned SLA's (99%) to business Manage FMS team of 12 members & align processes as per ITIL guidelines Project Management Developing scope around a new project and on completion, transitioning to operations Asset Management 1000+ Assets & Accessories managed Completed 4 physical inventory audits to verify stock levels, address discrepancies and forecast future needs Discovered 93% missing Assets within 5 Months span. Responsible for PAN india & USAID Management process from IT end for Global Team, HR & Business ID Management information Security Lead IT SPOC for ISO Audits conducted by external Auditors. Lead Auditor for internal Audits conducted biannually

Senior System Engineer

Flyhomes

2021-10 - 2023-12 · 2 yrs 3 mos

Provided in-person and remote tech support (phone, email, Slack) for over 700 employees. Interviewed multiple candidates for IT roles and assisted with onboarding of IT specialists. Configured and shipped out laptops, tablets, phones, and peripherals for employees. Maintained inventory of assets and processed returned devices to be reused or recycled. Documented and published instructional articles and troubleshooting guides to assist and train other IT teammates. Developed & implemented processes for application management, device enrolment, and Identity Provider software configuration for new Mobile Device Management (MDM) setup. Acted as liaison between the internal infrastructure teams and clients. Facilitated the migration from old MDM to new MDM Assisted in IT end of two prior RIF events. Revoked user access, redirected emails and calls, backed up data, and recovered equipment from over 400 terminated employees. Device setups for macOS, iOS, and Windows machines. Troubleshoot end-user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets appropriately. Frequent guided project work.

System Engineer L2

Encore ARC (An Encore Capital Group Company)

2020-10 - 2021-10 · 1 yr 1 mo

India

Remote Desktop Protocol (RDP) · Incident Management · Desktop Virtualization · Software as a Service (SaaS) · BMC Remedy Ticketing System · SERVICE NOW · Software Troubleshooting · Active Directory · System Administration · Operating Systems · IT Management · IT Service Management · IT Hardware Support · IT Operations · Office 365 · Desktop Support · Technical Support · Service-Level Agreements (SLA)