Sudhir Kota
Team Lead & Trainer
Dubai
Summary of Career
1. An IT Professional with 9 years of experience in providing Technical Support, and System Administration in complex, enterprise-level Windows/OSX environments
2. Driving Operational Initiatives including Training, Change Management & Succession Planning with a focus on optimal utilization of human resources
3. Spearheaded a team of level-3 supervisors, and provided assistance to more than 10000 users, globally in 24/7 support environment
4. Amplified the understanding of Specific Domains in order to comprehend and enhance the quality of the deliverables for projects in related domains
5. Successfully managed all escalations for remote offices for all desktop/system outages; interfaced with local and global system engineers to resolve issues
6. An effective communicator with excellent interpersonal & communication skills and having a keen aptitude for learning and applying new knowledge resourcefully
7. Supervised the incidents/problems raised & provided immediate resolution for service incidents and queries within the agreed service levels
8. Prepared SOX Audits, and reports for overall compliance of desktop environment, MDM, endpoint encryption and anti-virus/malware reports
9. An effective leader with distinguished capability in leading cross-functional teams across different time zones to maintain deliverables as per SLA (Service Level Agreements) and KPI
10. Efficient in mapping requirements of clients as well as different Service Providers, Managers, Vendors, Consultants, Contractors and other multiple stakeholders; effective in developing, transitioning and customizing processes in line with specified guidelines
Experience as Process Associate
10 October 2010
15 March 2012
• Established basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
• Successfully resolved issues with systems, hardware, telephones quickly and accurately
Experience as Team Lead & Trainer
IBM
30 April 2012
30 September 2019
• Configured both hardware & software devices in order to set up the work stations for all employees
• Evaluated breakdown, user problems using test scripts, personal expertise and probing questions
• Collaborated, and communicated with vendors to locate replacement components and resolve any advanced problems
• Maintained, and administered the system of in-house PABX/IPT Telephony Systems, Finance, and Media Applications
• Managed AD permissions and folder access to applications and file servers; troubleshot LAN/WAN access to internal and external sources
• Monitored infrastructure of the organization using LANDesk (Windows), JAMF Casper Suite (OS X), and EMM using JAMF Casper Suite
• Devised existing Shell and PowerShell Scripts for system deployments and drove mapping
• Conducted training of employees on desktop infrastructure and processes
• Worked on Citrix Applications/ Virtual Desktop Administration, and Windows Server 2003, 2008, & 2012
• Supported, and monitored the existing infrastructure, supervised preventative maintenance and backup as well as performed other regular support activities to ensure effectiveness
• Tracked infrastructure assets as well as ensured the security of infrastructure and applications
• Steered the design and documentation of infrastructure processes, procedures, and standards along with maintenance and preparation of system & software documentation
• Restored timely service, based on customer perspective & within defined Service Level Agreements (SLAs) & Turnaround Time (TAT); detected, logged, categorized, and prioritized incidents
• Ensured proper training of representatives during up-gradation of old products or release of new products and proper communication between teams and observed the resolution to escalations in timely manner
• Established team Key Performance Indicators (KPI's), Professional goals, Business Objectives and evaluating the progress for each quarter during the performance meetings per team member
• Managed C-Level Internal and External stakeholder relationships
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
• Categorized the Root Cause Analysis (RCA) findings with the fixed type, such as Improving Infrastructure, Software Patch/Version, Hardware Requirement and so on
Bachelor 01 May 2018
BA Mass Communications, Public Relations, Sociology