Gautam Sansanwal

• Technical Leadership: Spearheaded expert-level support for MedAvail's proprietary pharmacy dispensing technology, ensuring seamless operations and minimizing downtime across multiple client locations
• Issue Resolution: Efficiently resolved network, software, and hardware issues through direct collaboration with pharmacy teams from major clients such as Walgreens, Sam's Club, HCA, Texas Health, and Genova Health, consistently delivering tailored technical solutions
• Pharmacy Integration: Provided support for pharmacy PMS systems, including Enterprise Rx, PioneerRx, and Connexus, ensuring smooth integration and operational continuity with MedAvail dispensing units
• Remote Troubleshooting: Leveraged tools like RDS, TeamViewer, and CLI for swift remote troubleshooting of user PCs and dispensing units, reducing resolution times and enhancing client satisfaction
• Network Management: Utilized Incontrol (Cloud-based network management solution), SIP, and application servers to troubleshoot network and communication issues, maintaining high service availability
• Technical Proficiency: Regularly employed advanced technical skills, including PowerShell scripting, TCP/IP networking, file system pathing (UNC), VPN configuration, and M4 utility for hardware troubleshooting
• Log Analysis & Reporting: Conducted extensive log analysis across workflow, system, application, and security logs to identify root causes and implement preventive measures
• Monitored and reported key metrics such as uptime, downtime, and incident volumes to internal VPs and clients, ensuring transparency and accountability
• Software Deployment & QA: Collaborated closely with the QA team to test new software builds, ensuring high-quality releases, and assisted in seamless software deployments to minimize operational disruptions
• Infrastructure Collaboration: Partnered with the Infrastructure team to optimize Platform Servers (SQL, SIP, App servers), enhancing server performance and reliability
• Endpoint & Virtualization Management: Managed and deployed Microsoft Endpoint Configuration Manager/System Center Configuration Manager (SCCM) for software updates and security compliance
• Administered VMware and Hyper-V environments to ensure optimal performance and resource utilization
• Device & Security Management: Managed device provisioning, compliance, and security policies using Microsoft Intune
• Enhanced security posture by configuring and monitoring Microsoft Defender, ensuring robust protection against threats
• Customer Service & Training: Delivered exceptional customer service across a diverse client base
• Trained and mentored new hires, fostering a strong, knowledgeable support team
• Played a key role in developing internal policies and SOPs, enhancing the team's operational effectiveness
• Office 365 & Azure Expertise: Managed Office 365 administration, including user management, licenses, and permissions, and provided advanced troubleshooting for Microsoft Teams, SharePoint, OneDrive, and Azure Active Directory

• Team Leadership: Led a team supporting approximately 10,000 users across multiple external clients, resolving end-user issues via phone and remote support
• Software Support: Provided support for AS400, SAP, and CE POS software, ensuring smooth operations and minimal downtime
• System Administration: Demonstrated proficiency in troubleshooting Windows OS, TCP/IP networks, VOIP, and Active Directory
• Incident Management: Managed on-call monitoring, ensuring prompt response to critical incidents and minimizing downtime
• Knowledge Management: Created and updated the knowledge base to enhance team efficiency and improve support processes
• Training & SOP Development: Trained new team members and ensured adherence to service level agreements (SLAs)
• Developed and enforced standard operating procedures and customer service guidelines to streamline operations
• Root Cause Analysis: Conducted root cause analysis to address recurring issues and implemented preventive measures to improve service reliability
• Ticket Management: Utilized ticket management systems (Citrix Connection Center, Clarify, ServiceNow) for efficient tracking and resolution of support cases

• Server Build: Successfully led the design of the server build process, where a new project was put in place to ensure the scalability of servers efficiently. Client saved approx. One million dollars by having servers provisioned on demand instead of with advance notification. Build (200+) provisioning new server environments with updated versions of the OS.

Domino Server Refresh – Managed Domino Refresh Program on Domino Administrator client by regularly clearing up old users and Servers and keeping the license count in check, All Domino server were Windows servers and Had to be regularly Patched and upgraded . This resulted in a $250,000 saving for the client, with reduced license costs. Milestones were completed on time, on budget, and with the desired results.

Determine business impact caused by loss of service (Incident Mgmt.). Managing critical incidents and ensuring minimum disruption to service (via bridge call). Monitored daily service levels to understand trends, identified areas for improvement, and provided an escalation point for the resolution of service failings.

Ensured proper communication of infrastructure changes to business stakeholders and key players, and, if required, obtaining stakeholder approval of product changes. Participated in a client meeting to discuss unit requirements, specifications, costs, timelines, and to discuss the same with internal and external suppliers. Made effective decisions, acts decisively, anticipates future needs, and collaborates with team members to obtain their perspectives.

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Supported the manager in developing plans for future projects, initiatives and objectives.

• Planned, monitored, and balanced daily operations and incident tasks for infrastructure engineers. Worked with IBM technical support to resolve critical issues, create a proper communication plan, milestones, time estimates, and staff allocation to meet strict SLAs from the client, and complete the daily incident/change tasks.
• Ensured the network meets business needs and SLAs for availability and responsiveness, and ensured that the network meets standards for security, performance, and integration. Monitored
• Assisted with the management of network-related inventory, licensing, and maintenance coverage. Ensured documentation of systems and procedures to ensure continuity of service
• Provided recommendations and implemented solutions to increase system security. Regularly examined and standardize procedures to improve efficiency and effectiveness of operations
• Ensured adequate planning, documentation, validation, testing, and contingency plans exist for operational duties and project work