Vikram Gupta GPG
Olathe,KS
Summary
Experienced IT professional with expertise in network administration and team leadership. Skilled in SCCM, Altiris, and Incident Management, with a proven track record of driving IT infrastructure improvements. Successfully led teams to enhance project outcomes and user satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Network & Systems Administrator [EUC]
TCSL USA
Chennai, India & Olathe, US, KS
10.2023 - Current
- Provided technical support to end users for hardware, software, and network issues.
- Network cabling and patching, including the wireless access points.
- Installing, configuring, and troubleshooting desktops, laptops, mobile devices, and peripheral devices.
- Managed user access and accounts in Active Directory.
- Installation of the OS, and all basic software, packaging, and deploying through SCCM, and Altiris.
- End-user support with cloud storage, including OneDrive, Google Drive, and network/shared drives, etc.
- Manage VPN (Zscaler, GlobalProtect), and Sentinel Security Management Console.
- Vendor engagement for network and printer-related requests after the under-scope troubleshooting.
- Supported office printers and label systems effectively.
- Have hands-on experience in setting up the entire check station setup, including all the IT equipment and accessories.
Onsite Infrastructure Manager
TCSL Europe
Amsterdam, North Holland
02.2021 - 10.2023
- Led offshore and on-site teams as the infrastructure tower lead.
- Created standard documents for building the knowledge base.
- Planning routine repairs, and vulnerability management.
Decommissioning and disposal of IT equipment, and responsible for the accuracy of asset management. - Oversaw asset management, ensuring accurate tracking, vendor coordination, and approval of billing.
- Maintained an inventory of hardware, software, and licenses across the organization's IT infrastructure.
- Office 365 and Exchange Administration.
- Hands-on Cisco Meraki dashboard and basic network troubleshooting.
- Excellent analytical, problem-solving, decision-making, and conflict-resolution skills.
- Manage the CMDB with the ServiceNow tool.
- Compliance management through the Splunk tool.
- Provided technical guidance and support to team members on various IT-related topics.
- Managed multiple concurrent projects while adhering to tight deadlines.
- Evaluated vendor products based on features, cost, scalability, and reliability.
- Collaborated with stakeholders to define requirements for new projects and initiatives.
- Collaborated with stakeholders to ensure the successful delivery of projects.
- Got Project CSS from the client, improving from 82% to 97%.
Incident Manager & Tower Lead
TCSL India
Chennai, Tamilnadu
01.2012 - 01.2021
- I started working as a critical application support executive and handled P1 sales applications, like Salesforce and Quote Edge.
- Then I got promoted to an SME, and then to the Shift Lead.
- I took care of the entire shift, including the scheduling and support.
- Queue monitoring and random quality checks of tickets.
- Prepare the team's score card to provide rankings within the team members based on their individuals performance.
- Recruited, trained and supervised IT department staff.
- Then I got promoted to an Incident Manager, covering a 12-hour shift to handle Priority 1 and Priority 2 cases.
- Incident severity assessment.
- Initiating a P1 or P2 bridge and running the bridge toward the resolution by engaging the required participants, including the stakeholders and vendors.
- Sending bridge communication and regular status updates to the required teams, impacted users, and stakeholders.
- Knowledge of ITIL Incident, Problem, and Change Management disciplines.
- Responded to escalated issues and implemented successful resolutions to resolve conflicts and restore project trajectory.
- Creating RCA cases for the required incidents to mitigate the priority cases in the future.
- Then I got promoted to Offshore Tower Lead and took care of the entire project's offshore operations.
- I was also the Crisis Management Lead for the project, so I took care of BCP drills and real-time activities.
- I have taken care of the entire team's appraisal and performance banding.
- Teams restructure based on the project's requirements.
- I got promoted to an onsite tower lead and had my H-1B visa stamped in 2019 for California, but couldn't travel because of COVID restrictions.
- Achieved 100% in the Client CSS for seven consecutive times, i.e., for 3.5 years.
Senior Network Support Engineer
UST Global
Chennai, Tamilnadu
07.2010 - 01.2012
- Monitor network connectivity between the coupon printers and the server.
- Troubleshot complex network issues, reducing downtime and improving user satisfaction.
- Handling PC communication issues.
- Checked network performance and developed strategies to continuously manage network infrastructure.
- Technical Support for CMC5, CMC6, and CMC7 Printers.
Technical Support Executive
Sutherland Global Services
Chennai, Tamilnadu
07.2009 - 06.2010
- ISP Technical Support for Business Users.
- Security Pack Support.
- Email Client Support and Configuration.
- Wireless hotspot device support.
- Used to monitor the network performance using the Lantern tool.
- Up-selling (plan upgrades, add-ons, etc.)
Outbound ISP Support
Zeesoft Solutions
Chennai, Tamilnadu
09.2007 - 06.2009
- New Internet network configuration for home users.
- Guiding users in configuring the modems and routers.
- Configuring Wireless Routers and Computers.
- Opening ports in routers.
Education
Masters of Business Administration - Management
ICFAI University
INDIA08-2008
B.com With Computer Science - Commerce With Computer Science
D.G. Vaishnav College
Chennai, INDIA04-2007
Skills
- Network and Systems Administration
- Incident Management
- Team Leadership
- Software deployments
- ITIL Processes
- L2 Desktop Support
- Compliance management
- Active Directory
- PowerShell
- Asset management
- Disaster recovery management
- Troubleshooting and diagnosis
Years Of Experience
17+ Years
Personal Information
Nationality: Indian
Affiliations
- Watching videos related to History and automobiles.
- Love water sports and swimming.
- Like driving with listening to good music.
- Like to interact with people and spend time with family.
- Enjoy playing cricket and cycling.
Accomplishments
- I was awarded a two wheeler in my second company Sutherland Global Services in 2009 by the Client which i still have it in India
- I was awarded Bravo award for 100% attendance in 2009
- (S)miles Award 30-Oct-2019 Beyond Performance Awards
- Service & Commitment Award 11-Jan-2017 Service Awards
- (S)miles 20-Apr-2016 Beyond Performance Awards
- TCS Soldier 18-Jan-2016 Beyond Performance Awards
- Service & Commitment Award 11-Jan-2015 Service Awards
- Star Award in 18-Aug-2014 Awards for Excellence
- (S)miles in 27-Mar-2014 Beyond Performance Awards
- Gladiator Award in 2015, 16, 17, 18.
- I was also awarded for handling the operations successfully during the Flood Crisis without any major impact to the SLA's and the Operations.
- Commitment Award in 2002 for completing 10 years in the company.
Certification
- Generative AI
- AWS Certified Solutions Architect - Associate Level Certification.
- Process : Agile Way of Working Foundation
- ITIL V3 Foundation Certification
- ITIL 2011 Intermediate Qualification: Service Operation(SO) Certification
Languages
English
Full Professional
Hindi
Native/ Bilingual
Tamil
Limited
Dutch
Elementary
References
References available upon request.
Timeline
Network & Systems Administrator [EUC]
TCSL USA
10.2023 - Current
Onsite Infrastructure Manager
TCSL Europe
02.2021 - 10.2023
Incident Manager & Tower Lead
TCSL India
01.2012 - 01.2021
Senior Network Support Engineer
UST Global
07.2010 - 01.2012
Technical Support Executive
Sutherland Global Services
07.2009 - 06.2010
Outbound ISP Support
Zeesoft Solutions
09.2007 - 06.2009
Masters of Business Administration - Management
ICFAI University
B.com With Computer Science - Commerce With Computer Science
D.G. Vaishnav College
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