Sharad Acharya

• Provided remote technical support for Anthem, Inc., across the United States, ensuring timely issue resolution.
• Managed tickets in ServiceNow, prioritizing and assigning based on impact and urgency, and tracked progress through completion.
• Utilized remote support tools, including Citrix, SCCM, and Dameware, to diagnose and resolve technical issues.
• Resolved VPN connection issues with Cisco AnyConnect and GlobalProtect.
• Addressed proprietary software issues and performed Active Directory password resets.
• Updated drivers and BIOS, installed network printers, and configured wired and wireless clients.
• Installed and configured Office 365 applications, including Word, Excel, OneNote, OneDrive, and Outlook.
• Mapped and configured network drives to ensure seamless access for end-users.

• Provided remote technical support for IBM clients across the U.S.
• Prioritized and resolved tickets using ServiceNow, based on issue severity and urgency.
• Used tools like Citrix, SCCM, and Dameware to troubleshoot VPN (Cisco AnyConnect, GlobalProtect), software, and network issues.
• Performed Active Directory password resets, driver/BIOS updates, and network printer installations.
• Installed and configured Office 365 apps and mapped network drives for users.

• Imaged laptops and utilized SCCM for software installation and system configuration.
• Updated asset records and inventory using ServiceNow, including ticket creation and workflow updates.
• Repaired laptops and performed Dell updates using command-line tools.
• Troubleshot and resolved VPN, network, and Wi-Fi connection issues.

• Coordinated with technicians and performed installation and migrations of PBX technology solutions within network.
• Interfaced with senior engineers to play integral role in ticket resolution, as well as with Provisioning Department on implementation details for customer deployments, and handled challenges during customer installations.
• Troubleshoot issues related to quality, completion, routing, interoperability, and connectivity across local, long-distance, and IP networks.
• (VoIP Over system, Asterisk, Free PBX, Cisco Call Manager, Avaya).
  Documented all incoming calls and recorded the technical issues addressed in each call; maintained resolution logs by all company protocols.
• Communicated with vendors about ongoing problems and utilized a ticketing system to update information regarding the progress of each call.
  Held substantial responsibility for analyzing and troubleshooting large enterprise VoIP networks for a next-generation enterprise mobility platform.
• Designed, configured, and rolled out a VoIP network throughout the company.
  Configured and supported PBX, in addition to Cisco routers and switches for subsequent upgrades to align with current technology standards.
• Built working partnerships with third-party vendors; configured and supported local and offshore VoIP-based phones and conducted routine maintenance to minimize downtime.
  Teamed up with colleagues to respond to support tickets for client network and VoIP issues.
• Devised technical solutions to present to prospective enterprise clientele.

Selected Achievements:
- Earned promotion from Product Support Engineer within one year of hire.
- Successfully supported various agencies with their VoIP technology, network, and troubleshooting needs, and trained them on company technology usage.
- Played an integral role in company deployment and implementation support for VoIP phones.

• .Delivered support via phone and email to promptly resolve issues in password retrieval, software applications, and SIP VoIP systems.
• Installed software updates, and operating systems; optimized spyware and virus scans to mitigate system security threats and to meet current technology standards.
• Managed support ticket systems to guarantee expedited services and to track user communication for quality assurance

• Restored data from hard drives, as well as from legacy systems during technology changeovers.
• Installed, configured, and tracked various end-user and network products including printing devices, scanners, miscellaneous peripherals, hardware, software, and A/V equipment; conducted troubleshooting measures where needed and determined suitable courses of action based on client circumstances.
• Successfully led a team dedicated to installing Plemethem board and many Promethean boards for several school districts, installing point-of-sale (POS) systems, and network configuration.