Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Shardeep Gundiga

Seattle,WA

Summary

Dynamic Technical Support Manager with extensive experience at LTIMINDTREE, excelling in Azure networking and project management. Proven track record in enhancing team performance and customer satisfaction through effective leadership and data analysis. Skilled in stakeholder engagement and network security, driving strategic improvements and fostering a collaborative team environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Manager

LTIMINDTREE
Bellevue, Washington
08.2023 - Current
  • Provide technical leadership to members of the Azure Networking project.
  • Lead weekly, monthly, quarterly, and yearly reviews with Microsoft leadership.
  • Maintain Power BI dashboard for the team, which includes metrics on a daily, weekly, monthly, quarterly, and yearly basis.
  • Provide guidance and coaching to the team for addressing highly complex, strategic financial, and executive-level cases, including customer and field escalations as necessary, and take ownership to produce a positive customer outcome.
  • Define the project scope, goals, and objectives, ensuring alignment with organizational strategy.
  • Work closely with business stakeholders to gather technical and functional requirements.
  • Achieving team success by maintaining focus on the fundamental KPIs (case backlog, throughput, CSAT) and removing roadblocks.
  • Help drive Product, Technology, Service, Solution, and Process improvement.
  • Manage and lead a diverse and inclusive team of support engineers and support escalation engineers, technical leads, with a focus on team performance.
  • Conduct employee assessment discussions, providing coaching, sharing feedback regularly, and partnering with employees on career development.

Technical Lead

LTIMINDTREE
Bellevue, Washington
06.2018 - 07.2023
  • Designed and implemented secure Azure virtual networks for seamless connectivity.
  • Configured and managed Azure firewall policies to enhance network security.
  • Monitored network performance using Azure Monitor and troubleshooting connectivity issues.
  • Collaborated with cross-functional teams to integrate cloud solutions into existing infrastructure.
  • Provided technical support and guidance to junior engineers on network configurations.
  • Documented network designs and procedures for future reference and training purposes.
  • Extensively researched unfamiliar products and technologies to learn how best to incorporate new options.
  • Collaborated with engineering teams to resolve complex system problems efficiently.
  • Analyzed customer feedback to improve service delivery and support quality.
  • Trained junior staff on customer service protocols and technical support processes.
  • Maintained up-to-date knowledge of industry trends and emerging technologies for support enhancement.
  • Developed and implemented strategies to improve customer satisfaction levels.
  • Identified areas of improvement in existing processes and worked with colleagues to develop solutions to increase efficiency.

Network Support Engineer

SPECTRANET
Okhla , Delhi
02.2016 - 04.2018
  • Troubleshot network connectivity issues for clients across various locations.
  • Configured and maintained routers, switches, and firewalls for optimal performance.
  • Provided technical support to end-users through phone and email communications.
  • Documented network configurations and support procedures for future reference.
  • Educated users on best practices for network security and troubleshooting techniques.
  • Provided technical support for users having difficulty connecting to or using the network.
  • Conducted regular audits of system logs to ensure proper functioning of all systems.
  • Monitored the performance of the network to ensure optimal levels of service.
  • Collaborated with other departments within the organization when needed on projects involving networking infrastructure.

Network Engineer

Baud Technologies
Gurugoan, Delhi-NCR
05.2014 - 01.2016
  • Monitored network performance to ensure optimal operation and uptime.
  • Responded to system alerts and incidents promptly to minimize disruptions.
  • Collaborated with cross-functional teams to resolve technical issues efficiently.
  • Documented network configurations and changes for future reference and troubleshooting.

Education

Bachelor of Science - ECE

Narashima Reddy Engineering College
Hyd
05-2014

Skills

  • Azure networking
  • Technical leadership
  • Project management
  • Network security
  • Data analysis
  • Stakeholder engagement
  • Routing protocols expertise
  • Cloud networking solutions
  • Team leadership qualities
  • Layer-2/3 protocols
  • LAN switching technologies

Accomplishments

  • Best Unit of the Year 2023 Award (MSBU)
  • Shooting star award for Dec 2023 performance
  • Hi-five Award for sept 2023 - Exceptional Performance.
  • Super crew Award for sept 2023 - Exceptional Team Performance.

Languages

English
Full Professional
Telugu
Native/ Bilingual
Hindi
Professional

Certification

  • Microsoft certified :Azure Network engineer associate

Timeline

Technical Support Manager

LTIMINDTREE
08.2023 - Current

Technical Lead

LTIMINDTREE
06.2018 - 07.2023

Network Support Engineer

SPECTRANET
02.2016 - 04.2018

Network Engineer

Baud Technologies
05.2014 - 01.2016

Bachelor of Science - ECE

Narashima Reddy Engineering College

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