Pankaj Dhoot

P A N KA J D H O O T PROFESSIONAL SUMMARY Technical leader Experience of 6+ years in I.T Industry in the area of Microsoft SharePoint 2007/2010/2013, Production Operations specialist, Technical Support, Content Management system support, Microsoft based platforms & in leading the team for new initiatives. Skilled in implementing technology to support large user groups, supporting users at corporate headquarters as well as multiple remote locations. Proven ability to translate business needs into technology requirements that support the company’s business objectives and to successfully manage all phases of I.T Projects from needs analysis and requirements definition to implementation. 10-C, Sukhwani Residency society, Ajmera colony, Pimpri, Pune – 411018 Mobile: - DoB: 20th Sep. 1986 Nationality: Indian Passport #: N- Email:- Technical Skills LinkedIn: https://in.linkedin.com/in/dhootpankaj Website: https://pankajdhoot.com Extra-curricular: Worked as a Team leader & peer educator in the Indian Red Cross Society for 5 years Hobbies: Photography, Blogging, etc.      Microsoft SharePoint 2007/2010/2013 – L3 Microsoft 2008, 2012 servers – L2 Microsoft SQL management studio, IIS, AD, performance monitoring, Setting up Word press sites, Live link & CMS sites Good hands on MIS VB & PowerShell scripting, NetMeeting, SVN, Live Meeting, Service Desk CA Soft Skills    Excellent in communication; both written & verbal Well versed with quality, metrics processes & ITIL process Hands on experience in mentoring & leading L2 resources CAREER: WORK AND EDUCATION Aurea Software PLATINUM CONSULTANT Nov 2016 – Present This is a diversified role that allows to follow the below but not restricted to the same:  Meet on a regular basis (depending on customer need) with customer and discuss outstanding open cases. This includes: a. Scheduling meetings b. Preparing report of customer open cases & their latest status - standard from SalesForce c. Send follow-up email to customer making sure everyone is on same page d. Follow-up as necessary with other L1/2/3s, Engineering, Professional/Platinum Services team  Be the point of contact for customer in CS; this includes: a. Whenever possible taking on their cases b. Responding to any questions or issues they may have c. Direct their queries Professional Services to other teams + monitor progress in the Platinum Services Cases d. Help them escalate and push their cases through the various teams & if needed work on the technical queries including technologies like CRM, HTML, Exchange, EWS, JS  Review periodically with Customer whether they could use any of the additional Platinum Service Offers such as Managed Upgrade, Health Checks, etc  Keep track of any relevant data and update the Platinum Account Management tracking sheet Aurea Software 7 months April 2016 – Oct 2016 CUSTOMER SUCCESS ASSOCIATE  Provide professional, courteous, and prompt mission critical technical support to customers and partners via email or phone  Weekend on-call coverage for production issues (if needed)  Prioritize, analyze, and resolve technical and application problems independently and escalate complex issues while retaining the ownership of the issue to its completion  Handling other teammate’s escalated cases too and assisting them with their queries  Demonstrate an increasing level of customer care skills  Run analysis and research of more complex technical issues including running-through logs, dumps for different types of issues, also involved peers and product development team where required  Assist in educating internal and external customers on self-help resources  Gaining knowledge on various products to provide all round support  Closed good amount of cases in a short span and got good survey ratings for them too Cognizant Technology Solutions July 2015 – March 2016 T E C H N I C A L L E A D E R – Microsoft SharePoint                 L&T InfoTech 44 months Dec. 2011 – March 2015 Achievements       Achiever of the month – March 2012 Best team award – 2012 Best compliant project – 2012 Certificate of appreciation – 2013 Certificate of appreciation – 2014 Contributed to achieve a consistent CSI of 5.0 on 5.0 Delivering a relevant technical solution based on best practice / experience / similar projects Analyze diagnostic log files from Server environments to determine appropriate steps for the Technical Support team to restore service to customers. Processing escalated tickets, providing assistance/training to the L1/L2 staff, resolving long term issues. Develop training materials and documentation. Communicate effectively with engineering and other technical groups to enhance products and resolve customer issues. Troubleshoot, escalate and respond to product support requests Co-ordinate with the product vendor for issues Develop workarounds to existing product lines when applicable. Work in progress on POC to migrate to Windows Azure to address scalability and performance issues Windows Azure Infrastructure As A Services (IAAS Platform) especially on Site to Site connectivity (Hybrid It) Setup trust between on premise and cloud server using ACS and ADFS in Azure Creating and Managing Virtual Machines in Windows Azure and setting up communication with the help of Endpoints Create Database(s) on SQL AZURE & setting up SQL Azure Firewall Adding the New Co-Admin and Managing the Co-Admins for all the Subscriptions in the Windows Azure Platform Create a Virtual Network on Windows Azure to connect all the servers Creating cloud service, Virtual Machine Creation in Azure Portal P R O C E S S A S S O C I A T E – Production Support L3/ L2 – Team lead              Microsoft SharePoint 2007(MOSS), 2010 & 2013 administration SharePoint 2010 Installation, Configuration and Administration. Have Experience in different levels of SharePoint Administration(Farm, Web application, Site collection, Site) via UI & PowerShell scripting IIS 7.0, Windows Configuration and Administration Deploying solutions and analyzing the Event Logs, ULS and IIS Logs. SharePoint 2010, 2007 releases and troubleshooting the issues. Have Experience in Intranet, Extranet, and Internet domains Creation/deletion/modification of User account, groups, mail boxes, folder permission and DL. Basic knowledge on troubleshooting of Newsgator, AvePoint, Active Directory, IIS Exchange, SharePoint and backup products. Servers: Windows 2003, Windows 2008 R2, and Windows 2012 etc. Remote desktop connectivity applications like Live Meeting, and Windows Native tools MS Office Suite- Work with the project manager to support project plans and correct resource and time allocation consecutively 3 times. Assisting in Tier-3 global support & upgrade/maintenance for various applications like:  Microsoft SharePoint 2007, 2010 & 2013  Interwoven Content Management System  Open Text Live Link, JIRA, Wiki & Siebel based application like M-drive, etc.  SQL based Web metrics application to generate monthly reports  Survey Portal based on HTML coding  Working on ticket management system & Change management CA Servicedesk Eaton Corporation 10 months April 2010 – Feb 2011 ASSOCIATE CUSTOMER SUPPORT REPRESENTATIVE  Order management on Siebel based applications (Entering orders, returns, credits and quotes) for US customers.  Conducting internal team audits to achieve quality SLA’s  Setting Goals and Development Plans with the team members aligned and ensuring completion of the same on a timely basis. Providing feedback on a monthly basis to the employees and ensuring the completion of SLA’s  Improving competencies by learning new courses based on Leadership, time management, etc. and implementing the same in the daily activities  Handled projects & meet for the team and the overall process  Provided support to the sales team, ensuring all sales and service objectives were met Kitchen Mate 27 months Jan 2008 – March 2010 SALES CO-ORDINATOR  Improving competencies by learning SharePoint basics, Microsoft Office, time management, VBA macros, LAN/WAN, etc. and implementing the same in the daily activities  Handled projects & organized team meetings for betterment of team and the overall process  Handling & dealing with clients directly  Provided support to the sales team, ensuring all sales and service objectives were met Education Bachelor of Science Botany – 74% HSC Science – 58.83% SSC Science – 62.80% Pune University- Pune University- Maharashtra Board- OtherAchievements:  Received a certificate in Maharashtra Talent Search – April 2001  Consolation prize awarded, State level of Graduate Excellence exam – Feb 2008  Special prize awarded, State level of Graduate Excellence exam – Feb 2009 The above information provided is correct to the best of my knowledge. Date: Place: Pankaj Dhoot