INFRABAND

An IT Graduate from Amity Business School, Noida with extensive technical Skills in core computer
networking and active directory as well as global project management experience for in house
projects at Microsoft as an Microsoft R&D India FTE.Above par people management, analytical,
communication and presentation skills.Self-starter with ability to execute with minimal direction and
strong attention to detail.
Skill Sets:
Demonstrated ability to lead, influence and motivate teams. Excellent verbal/written
communication skills, interpersonal skills, and problem solving ability
Ability to work with individuals at all levels of the organization, manage multiple initiatives
and respond to change in a fast-paced environment. Ability to understand and use tools for
measurement, process, project, and presentation
Expert in designing Network Infrastructure, Decision Making, Network Security
RiskIdentification & Mitigation Plans
Expertise in Installation, maintenance & Troubleshooting of Microsoft Operating Systems
In depth knowledge of Hypervisor (Hyper-V) Direct Access, NPS, NAP, DHCP, DNS,
WINS, RRAS, Firewalls, Wireless / Wired Connectivity over TCP / IP, Reading Network
Traces, Peer-to-peer networking (SMB/CIFS/Server and workstation services), Network load
balancing, IAS, Active Directory, Group Policy, User Account.
Hands on BGP, Multicast routing, QOS, Windows Clustering, RAID Configuration, Storage,
Office 365, ADFS, Certificates, Tape Libraries, Backup and Restore, SFU (Services for
Unix), NIS, VM Ware, SCCM,SMS & Exchange.
Microsoft-India R&D Pvt. Ltd., Bangalore.
Technical Support Engineer
Network Technical support for Microsoft Premier ClientsDec 2007 June 2013
Job functions:
Administration and Troubleshooting on the Enterprise Servers - Windows Server
2003/2008/2008R2/2012 for the Technologies: Hyper-v, Direct Access, Active Directory,
DNS, DHCP, RRAS, Windows Clustering, NLB, IPSec, Remote Installation Services,
Performance Monitoring of the Server/Network, Network Monitor, Terminal Services, NIS &
SFU, Group Policy, User Logon Issue, Active Directory.
Tools involved are Microsoft-Office Live Meeting (Remote Assistance), MSSOLVE (Tickets
Generation and Consult Logging), BugCheck (Reporting and checking RFCs/Bugs), MPS
Reports (System Report for Issue diagnosis), Network Monitor, Windows Resource Kit and
Internal Tools
Work with client consultants to help them with best network infrastructure set-up
Technical Reviewer for the Enterprise Platforms Network support
Conducting Technical Triages
Sandeep Bhatia

Professional Experience

INFRABAND






Responsible for ensuring the smooth running of the operational aspects of Incident
Management
Ensure that SLAs are strictly adhered to and drive maximum customer satisfaction
Define best practices and strive towards continuous improvement in the defined processes to
ensure Quality of Service
Monitor progress of each customer Incidents and ensure that they are resolved in a timely
fashion
Collaborate with other Business Units and establish common practices and procedures



Projects:
Worked on many project related to deployment, analyzing and working on Network / VPN / SMB
/ File Access / Security (Ipsec& Windows Firewall) / Wireless
Undertaken a project for scheduling in 2010 for a year, when we had very lean staffing. This was
to have right set of skilled people to be available round the clock
Undertaken end to end execution in 2012 of migrating teams from different regions (US After
Hours, India, EMEA) in to one, overcoming cultural challenges
Trainings:
Crucial Conversions - Tools for talking when stakes are high. Conducted by Vital Smarts
Windows Server 2012 / Windows 8 readiness
Windows Server 2008 R2 / Windows Server 2008 / Windows Server 2003
Services for Unix
All Microsoft Client operating system
Achievements:
Received Cluster-wide Best Engineer award multiple times
Identified as the Subject Matter Expert for multiple technologies
Successfully managed support incidents for high profile North America, India and EMEA based
customers like Boeing, JP Morgan, Dell, Honeywell, EDS, FBI, US Defense to name a few
100% Customer Satisfaction (CSAT) record on Customer Surveys

Computer Associates (GTSC-Chennai)
Support EngineerFor Brightstor Arcserve Backup(NT Storage) Jan-Dec
2007
Job Profile & Responsibility:
Handled customer calls effectively keeping overall customer satisfaction in mind
Supported clients working on different platforms like Microsoft Windows and Novell Netware for
the BrightStor Backup solution.
Investigated technical problems to determine the root cause, researched and answered customer
questions, and provided other front-end technical support activities
Provided Consultancy and Contingency plans for clients in North America for their enterprise
backup, which included LAN, SAN (Storage Area Network) and NAS (Network Attached
Storage)
INFRABAND






Tested issues in real time using VMWARE GSX/ESX/Workstation and Virtual Server
Enterprise/R2
Configured Backup policies for enterprise clients
Performed Disaster recovery of mission critical production servers (Domain Controllers /
Exchange Servers / DR sites)
Reproduced client scenarios and escalate issues to sustain engineering
Worked with clients in co-ordination with technicians from other platforms and Engineering
department.
Worked on hardware environments regarding Tape Drives, Changers and Network Attached
Storage devices.
Logged, Tracked, and updated all issue activity using one of CA's internal CRM applications
called STARTRAK.
Achievements:
Took escalations and assisted peers on the BABLD product.
Received Stat Engineer Rating in the 6th month.






Convergys India Services (Microsoft Vendor), Gurgaon
Subject Matter Expert Nov04 to
Nov06
Job Profile & Responsibility:
Provided Technical support for Microsoft Windows 2000/2003 Advanced Server Platform.Under the
Microsoft Enterprise Platform Support (EPS) Networking & Performance Escalation.
Topics handled:
Microsoft Win 2K/2K3 Enterprise Network Support.
DNS/DHCP/WINS/RRAS and VPN implementation.
RADIUS and IPSEC implementations.
Interoperability of IAS Server with Cisco Pix/VPN Concentrator/Aironet Wireless Devices
TCP/IP Stack.
Network Monitor and Trace analysis.
Handling LAN/WAN and network implementation, connectivity and break-fix issues.
Handling Firewall implementation blockage and configuration issues.
Access Policies based on groups and bandwidth.
Web-Server and Application server publishing
Users reports and Internet usage monitoring.
Network intrusion Detection/ Usage Monitoring and Configuration
Deploying and troubleshooting wireless.
Achievements:
100% Customer Satisfaction (CSAT) record on Customer Surveys
Awarded the prestigious Quarterly Champion award twice
INFRABAND






Awarded the Certificate of Excellence from Microsofts Enterprise Platform Support
group for outstanding performance at individual and team level.
Received the Driver of Improvement award multiple times from the Sr. Operations Manager for
my contribution in the team to improve the customer satisfaction and first-time resolutions.
Hindustan Computers Ltd., Noida
Technical Support Officer Jul04 to Nov04
Job Profile & Responsibility:
Configuring, resolving and providing technical and network support related services for Browsers,
Dial & DSL modems, Email Clients, Line & Connectivity Issues, Routers, Windows network
configuration & Yahoo account management.
vCustomers India Pvt Ltd., New Delhi
Technical Support Engineer Nov03 to May04
Job Profile & Responsibility:
Diagnose and resolve the technical issues of USA Based Customers on phone. We use to diagnose the
issue over the phone and use to provide Solutions. If the problem was of a hardware type we use to
ship and change the unit. After finishing the service we use to check on the orders and use to call the
customers to get theirproblem resolvedtotheir satisfaction.







Bachelor Of Information Technology from AMITY NOIDA, with the aggregate of 64.5%
Graduate Diploma In Information Technology from AMITY NOIDA, with the aggregate of
70.2%
10 + 2 from C.B.S.E. Board

Date of Birth: 5th Dec, 1981


Education