DIPESH SHARMA
Mississauga,Ontario
Summary
Seasoned Product and Application Support Engineer with over 10 years of experience managing a variety of products, applications and software solutions. Experienced with ServiceNow, JIRA, Confluence, CloudWatch, CloudFront, Grafana and Datadog.
Developed strong analytical and problem-solving abilities within fast-paced technical support environment. Demonstrates exceptional communication and customer service skills, along with ability to learn new systems quickly. Seeking to leverage these transferable skills in new field to drive impactful results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Technical Support Advisor, Application Support
Synamedia
10.2023 - Current
- Responsible for handling complex issues in application based on Linux and integrated with database PostgreSQL 11 and 15
- Led critical upgrades on production nodes and video networks, including operating systems (Linux - Red Hat, CentOS, Oracle, Rocky) and application firmware, ensuring system stability and enhanced performance
- Conducted in-depth analysis of complex data to evaluate product performance, delivering actionable insights that enhanced client confidence and contributed to improved product outcomes
- Resolved issues in Kubernetes pods, nodes, and services to ensure high availability and zero downtime during critical operations
- Deployed Synamedia products and applications on both cloud and on-premises environments remotely
- Developed an automated Python script to efficiently upgrade firmware across 100+ servers, reducing manual effort and improving deployment speed
- Simulated technical problems in lab environment
- Collaborated with Engineering and Product teams to resolve bugs, develop effective solutions, and engage in discussions on new feature requests to drive product enhancements
- Built and maintained a knowledge base for common technical issues, reducing support ticket resolution time by 25%
Technical Support Advisor, Application Support
Synamedia
02.2021 - 01.2022
- Functioned as the central point of contact for addressing urgent technical problems; facilitated collaboration with cross-functional teams to resolve incidents within an average response time of under two hours
- Delivered global technical support for all Synamedia products and cloud operations, ensuring seamless functionality and client satisfaction
Senior Engineer
TV Media and Application
10.2017 - 02.2021
Senior Engineer/Shift Leader
Ericsson
11.2015 - 07.2017
- Identified root causes of problems, outages, and equipment failures, implementing effective solutions to prevent recurring downtime and ensure system reliability
- Diagnosed faults across TV applications, IPTV/OTT platforms, broadcast networks, VOD assets, CDN, storage servers, and live streaming, ensuring seamless content delivery and minimal service disruptions
- Analyzed support ticket data to identify trends, correlation, SLA for P1/P2 and MTTR using MS Excel
- Submitted TV analytics and daily subscriber's count reports to Stakeholders using SQL queries on TV application database.
Planetcast Media Services
12.2010 - 05.2014
- Of end-to-end Digital data and TV Broadcast Network System
- Analyzed Digital TV MPEG/DVB PSI and SI error reports using Tektronix and DekTec stream analyzers, diagnosing and resolving issues to ensure optimal signal quality and broadcast performance
- Delivered proactive technical support to both internal and external clients, addressing issues promptly and ensuring effective solutions
Education
Postgraduate Certificate - Artificial Intelligence and Data Science
Loyalist College
Toronto, North York, Ontario08.2023
Bachelor of Technology - Electronics and Communication Engineering
Guru Gobind Singh Indraprastha University
New, Delhi07.2010
Skills
- AWS/Azure Cloud Linux Kubectl Docker Python SQL PostgreSQL REST API TCP/IP DNS HTTP JSON Power BI ITIL
- Troubleshooting
- Customer Support
- Software diagnosis
- Application installations
- Problem Solving Problem Analysis
- Analytical thinking
- Technical issues analysis
- System diagnostics Systems analysis
- MS office proficiency
- Teamwork and collaboration
Certification
05/2023 Microsoft Certified: Azure AI Fundamentals
05/2023 Microsoft Certified: Azure Fundamentals
09/2021 Ericsson Certified: Automation Fundamental Level
08/2023 Ericsson Certified: Machine Learning Fundamental Level
Honors and Awards
- September 2023- Dean's List Certificate was awarded in recognition of Significant Academic Achievement in the AI and Data Science Program from Loyalist College in Toronto.
- January 2020- North Star Rocketeer of the Quarter Award -Customer Success- Ericsson's LG NOC MSCOO.
- August 2019- Ace Award - Outstanding Business Achievement- Ericsson India Global Services Pvt. Ltd.
- April 2017- Excellence Award - Consistent Performer- Planetcast Media Services Ltd.
Languages
English
Full Professional
Timeline
Lead Technical Support Advisor, Application Support
Synamedia
10.2023 - Current
Technical Support Advisor, Application Support
Synamedia
02.2021 - 01.2022
Senior Engineer
TV Media and Application
10.2017 - 02.2021
Senior Engineer/Shift Leader
Ericsson
11.2015 - 07.2017
Planetcast Media Services
12.2010 - 05.2014
Bachelor of Technology - Electronics and Communication Engineering
Guru Gobind Singh Indraprastha University
Postgraduate Certificate - Artificial Intelligence and Data Science
Loyalist College
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