Chaitanya Sharma
Versatile technology professional with a passion for systems architecture and a proven track record in technical support and infrastructure analysis. Eager to contribute deep analytical skills and a swift adaptability to diverse IT roles—from Systems Administration and Network Engineering to Cloud Solutions. Committed to leveraging a collaborative approach and innovative problem-solving to drive business success and technological advancement.
Certifications
Socialization
Skills
- Virtual Private Cloud
- IP Networking
- DNS
- Firewalls
- Load Balancing
- bash, Python scripting
- Linux - Pop!_OS, CentOS, Ubuntu
- Microsoft Windows- 10, Server 2012,2016,2019
- pfSense
- Amazon Web Services, Linode, Digital Ocean
- Amazon EC2, ECS
- VMWare, VirtualBox
- Citrix
Experience
Information Technology Consultant
• Developed and implemented procedures for troubleshooting and resolving IT issues for internal users and enterprise servers to improve
service delivery and reduce turnaround time.
• Cut resolution time by 45% and improved user satisfaction by 76%, while supporting over 30k users across Canada, United States and India
on a daily basis.
• Collaborated with NOC, SOC and other IT teams to reduce escalations and facilitate technical support.
• Received multiple Bravo awards and successfully delivered results by providing expert assistance to L1 technicians by performing complex
troubleshooting.
Technical Support Analyst
• Decreased service tickets by 30%, proactively provided reports on performance and identified service improvement initiatives.
• Achieved 98% user satisfaction score by resolving over 200 cases per month, surpassing the goal of resolving 100 cases per month.
• Awarded CSAT champion certificate for 3 months.
• Hands-on experience on Web servers, mail servers, troubleshooting hardware and software-related issues, installing new applications and
upgrades and providing end-user support.