Akriti Sharma
Winnipeg
Summary
Detail-oriented and results-driven System Administrator with over 7 years of experience in managing Microsoft Windows environments, Active Directory, Office 365, and virtualization platforms including VMware and Citrix. Proven ability to provide top-tier support, automate administrative tasks with PowerShell, and implement robust infrastructure solutions. Strong communicator and team player with a proactive mindset and a passion for continuous learning.
Experienced with designing and managing robust systems infrastructure. Utilizes in-depth knowledge of system architecture to deliver seamless integrations and enhancements. Strong understanding of troubleshooting and resolving technical issues to maintain system stability and efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
System Engineer
Hinduja Global Solutions
10.2023 - 11.2023
- Delivered technical assistance via phone, chat, and ticketing systems, ensuring SLA compliance
- Formulated and delivered technical solutions to clients, resulting in significant improvement in client retention and a 15% increase in sales opportunities.
- Performed on-site technical assessments and navigated customized solutions, leading to improvement in system performance for clients, and boosting customer retention.
Technical Support Advisor
IntouchCX
08.2023 - 09.2023
- Piloted advice and troubleshooting support to iOS device customers, resolving 95% of issues within 24 hours, leading to increase in customer satisfaction and reducing ticket volume.
- Delivered technical guidance, boosting issue resolution speed and customer satisfaction
- Improved enterprise integration processes by managing the acquisition of analysis tools, helping clients translate infrastructure data into actionable insights, and improving decision-making speed by 40%.
System Administrator
Thales
07.2020 - 06.2023
- Maintained and supported Microsoft Windows server infrastructure including Active Directory, DNS, and DHCP
- Provided 24/7 remote support across global regions, ensuring system uptime and secure access for identity and login management
- Configured and maintained hardware, storage, and software services in line with project requirements
- Assisted with patch management, performance tuning, and system upgrades
- Implemented and monitored ADFS and Directory Synchronization for secure identity federation
System Specialist
HCL Technologies
09.2018 - 06.2020
- Supported Microsoft 365 and Exchange environments; provided technical resolution for server and software issues
- Administered Group Policies, performed Active Directory cleanup and maintenance
- Applied regular security updates, hotfixes, and service packs to enterprise systems
- Assisted in improving user experience through efficient troubleshooting and collaboration with internal teams
Sr. System Support Engineer
Wipro Infotech
05.2015 - 10.2017
- Delivered unparalleled technical support, identifying and resolving issues, resulting in a 20% increase in user satisfaction and overall issue resolution. Supported asset and vendor management for large-scale enterprise systems (HDFC Bank)
- Performed remote troubleshooting, assisted in desktop, printer, and peripheral installations
- Provided technical support and educated users on cybersecurity practices to prevent data breaches
Education
Bachelor of Technology - Electronics & Communications Engineering
SIEM, Maharishi Dayanand University
Skills
- Platforms & Tools: Microsoft Windows Server, Active Directory, DNS, DHCP, Group Policy, SCCM, SCOM, Office 365, ADFS, VMware, Hyper-V, Citrix XenApp/XenDesktop, PowerShell
- Protocols & Services: LDAP, Directory Synchronization, RDS, Remote Desktop Services
- Tools: Microsoft Office Suite, Troubleshooting Utilities, Service Desk Ticketing Systems
- Security & Monitoring: System Hardening, Patch Management, Log Analysis, Antivirus & Firewall Configurations
- Soft Skills: Analytical Thinking, Problem Solving, Attention to Detail, Communication, Adaptability
Certification
- Thales Safenet Trusted Access Certified
- Thales Client Services Case Management SOP Certified
Timeline
System Engineer
Hinduja Global Solutions
10.2023 - 11.2023
Technical Support Advisor
IntouchCX
08.2023 - 09.2023
System Administrator
Thales
07.2020 - 06.2023
System Specialist
HCL Technologies
09.2018 - 06.2020
Sr. System Support Engineer
Wipro Infotech
05.2015 - 10.2017
Bachelor of Technology - Electronics & Communications Engineering
SIEM, Maharishi Dayanand University
Similar Profiles
ROSHAE FOSTERROSHAE FOSTER
TEAM LEADER, SALES OPERATIONS at Hinduja Global SolutionsTEAM LEADER, SALES OPERATIONS at Hinduja Global Solutions
Manish VishwakarmaManish Vishwakarma
End User Support at Hinduja Global Solutions LtdEnd User Support at Hinduja Global Solutions Ltd
Verna AlvezoVerna Alvezo
Customer Service Associate at Hinduja Global SolutionsCustomer Service Associate at Hinduja Global Solutions