Vishal Sharma – Program Manager | L&D Leader

About Me

Passionate About People & Growth

I'm a seasoned Program Manager and Learning & Development Leader based in Mohali, India, currently driving strategic initiatives at Antier Solutions.

With over 19 years spanning Dell Technologies, SPAN Systems, ASB Academy, and Antier Solutions, I've built a career centred on bridging organisational strategy with human capability. From managing high-performance tech-support teams to designing enterprise-wide L&D ecosystems, I bring a rare blend of operational rigour and people-first thinking.

My academic foundation—an MSc in Computer Science from Maharshi Dayanand University and an Executive Programme in Business Management (EPBM) from IIM Calcutta—equips me to bridge the gap between technology and business leadership.

Mohali district, India

Antier Solutions (On-site)

IIM Calcutta · MDU Alumnus

DevOps & Cloud Operations

Google Cybersecurity Certified

Career Journey

Professional Experience

AS

Program Manager

Antier Solutions · Full-time Sep 2025 – Present · 6 mos Mohali district, India · On-site

Current

Overseeing DevOps practices and Cloud operations across the organization
Coordinating with engineering teams to streamline CI/CD pipelines and infrastructure management
Managing cloud cost governance and operational efficiency initiatives

DevOps Cloud Operations Program Management CI/CD Infrastructure Management

AS

Head of Learning & Development

Antier Solutions · Full-time Jun 2021 – Sep 2025 · 4 yrs 4 mos India

Created and executed company-wide learning strategies and programs
Evaluated individual and organizational development needs
Implemented diverse learning methods: coaching, job-shadowing, online training
Designed and delivered e-learning courses, workshops, and other trainings
Assessed success of development plans and optimised learning opportunities
Supported managers in developing team members through career pathing
Tracked budgets, negotiated contracts, and managed L&D Specialists

Administration Business Requirements L&D Strategy E-Learning Design

ASB

Head of Learning Delivery

ASB Academy · Full-time Jan 2022 – Sep 2025 · 3 yrs 9 mos Mohali district, India

Founding member of ASB, responsible for building the institute from concept to full execution
Led strategy, curriculum design, and program development across Blockchain, Full Stack Development, and AI
Established industry-aligned training frameworks with hands-on implementation and placement focus
Drove innovation in digital learning through AI-generated training content and modern delivery models
Positioned ASB as a future-ready technology institute aligned with Web3 and emerging technologies

Curriculum Design Blockchain Full Stack Development Artificial Intelligence Web3 Digital Learning

CV

Team Lead, Technical Support Services

Convergys India · Full-time Mar 2016 – Mar 2017 · 1 yr 1 mo Gurugram, Haryana, India

Managed a team of technical support engineers, driving accountability and daily performance targets
Monitored & managed schedules and team productivity to ensure consistent operational output
Tracked, audited, coached & trained team members to uphold quality benchmarks and close skill gaps
Managed and exceeded sales targets through structured upselling initiatives and team enablement
Owned escalation management for high-priority customer issues, ensuring swift resolution and stakeholder communication
Drove CSAT and NPS improvements by analysing feedback trends and implementing targeted corrective actions

Administration Course Evaluation Team Leadership Escalation Management CSAT & NPS Upselling

SP

Team Lead

SPAN Systems · Full-time Apr 2014 – Oct 2015 · 1 yr 7 mos Mohali

Responsible for cost optimization for various services by working closely with solution architects to identify and eliminate inefficiencies
Analysed cloud and infrastructure spend, recommending right-sizing, reserved instances, and architectural changes that reduced operational costs
Coordinated with cross-functional teams to map service dependencies and prioritise optimisation opportunities by business impact
Tracked and reported cost-saving KPIs to senior stakeholders, maintaining transparency and accountability across projects
Contributed to vendor evaluation and contract negotiations to ensure best-value procurement for technical services

Administration Statistical Tools Cost Optimization Solution Architecture

DELL

Manager, Technical Support Services

Dell Technologies · Full-time Nov 2005 – Feb 2014 · 8 yrs 4 mos Mohali, Punjab

Led a large team of technical support engineers over 8+ years, fostering a high-performance culture through structured coaching and mentoring
Monitored & managed schedules, workforce utilisation, and team productivity to consistently meet operational targets
Owned end-to-end escalation management — triaging critical customer issues, coordinating cross-functional resolution, and ensuring timely closure
Drove CSAT and NPS improvement initiatives by identifying root causes of dissatisfaction and implementing corrective action plans
Tracked, audited, coached, and trained team members at all levels to maintain quality standards and bridge skill gaps
Drove sales performance through strategic upselling, consistently meeting and exceeding revenue targets

Administration Statistical Tools Vendor Management Escalation Management CSAT & NPS Workforce Management

MS

Server Support Engineer

Microsoft Enterprise Platform · Full-time Dec 2004 – Oct 2005 · 11 mos Gurgaon, India

Represented Microsoft and communicated with corporate customers via telephone, written correspondence, and electronic service to resolve technically complex product issues
Solved highly complex problems involving broad, in-depth product knowledge and specialty, including support of additional product lines in politically sensitive situations
Collaborated on cross-team and cross-product technical issues, working with Tech Leads and escalation resources to resolve customer concerns
Maintained strong working knowledge of pre-release products and took ownership of product improvement in key product areas

Administration Problem Solving Enterprise Support Cross-team Collaboration

VC

Client Support Engineer

VCustomer Services India Pvt. Ltd. · Full-time Dec 2002 – Dec 2004 · 2 yrs 1 mo Greater Delhi Area

Provided on-call technical support via online messaging and telephone for US customers of Hewlett Packard
Performed high-end technical troubleshooting, solving problems, answering questions, and interfacing across departments
Established protocols for onboarding new customers and implementing new technologies
Ensured high customer satisfaction through prompt resolution; consistently exceeded SLA quality standards
Consolidated data into a unified database, improving management ease; continuously enhanced processes for efficiency

Administration Problem Solving Technical Troubleshooting SLA Management Customer Satisfaction

Academic Background

Education

Indian Institute of Management, Calcutta

EPBM – Business Administration & Management

2007 – 2008

1-year part-time executive programme

Problem Solving Business Strategy

Maharshi Dayanand University

Master of Science (MSc) – Computer Science

2001 – 2002

Problem Solving Computer Science

Credentials

Licenses & Certifications

ITIL® Foundation Certificate

IT Service Management (ITILF)

EXIN

Issued Nov 2012 ID: 4632122.1153856

Google Cybersecurity Specialization

Professional Certificate

Google

Issued Feb 2025 ID: QMOY653SIO49

Expertise

Core Skills

Program & Project Management

Program Management Project Coordination Stakeholder Management Budget Tracking Vendor Management Contract Negotiation

Learning & Development

L&D Strategy E-Learning Design Instructional Design Training Delivery Career Pathing Coaching & Mentoring

Leadership & Operations

Team Leadership Performance Management Escalation Management CSAT & NPS Workforce Management Administration Statistical Tools Business Requirements Course Evaluation

Technology, DevOps & Cloud

DevOps Cloud Operations CI/CD Pipelines Infrastructure Management IT Service Management ITIL Framework Google Cybersecurity Technical Support

Strengths at a Glance

Skills Proficiency Radar

A visual snapshot of where I invest my deepest expertise

Program Management Strategic planning, stakeholder alignment, program execution

Learning & Development Curriculum design, e-learning, coaching & training delivery

Team Leadership Managing large teams, CSAT/NPS, escalation ownership

DevOps & Cloud CI/CD, Kubernetes, Terraform, infrastructure management

Cost Optimisation Cloud spend analysis, vendor negotiation, ROI focus

Tech Education Blockchain, AI, Web3 curriculum & digital learning innovation

Tools & Technologies

My Tech Stack

Technologies I work with professionally and in my home lab

DevOps & CI/CD

GitLab

Docker

Kubernetes

Terraform

ArgoCD

SonarQube

Cloud & Infrastructure

AWS

Proxmox

pfSense

Harbor/Nexus

Azure

GCP

Monitoring & Observability

Grafana

Prometheus

Loki

Alertmanager

Trivy

Gitleaks

L&D & Productivity

Video LMS

Slack

MS Teams

M365

AI Tools

JIRA

Beyond Work

What I Do When I'm Not Working

When I step away from the office, I channel my curiosity into building a fully functional DevOps & Cloud lab at home — designed to mirror real-world enterprise infrastructure. It's my hands-on playground for experimenting with the same technologies I oversee professionally.

Bare-Metal Private Cloud Proxmox-based server hosting VMs for GitLab, Kubernetes (k3s), ArgoCD, and monitoring stacks

Full CI/CD Pipeline GitLab with GitLab Runner, Terraform for IaC, automated Trivy & Gitleaks security scans

Network Security pfSense firewall, TP-Link managed switch with VLANs (Management, Control, Private, DMZ)

Observability Stack Prometheus, Grafana dashboards, Loki log aggregation, and Alertmanager for real-time alerts

Container & Artifact Management Harbor/Nexus artifact registry, Docker Compose for app VMs, SonarQube for code quality

Physical Home Lab Setup — Proxmox bare-metal server, managed switch, developer laptop & monitors

Architecture Diagram — end-to-end DevOps & cloud pipeline from ISP to Kubernetes workloads

Proxmox GitLab Kubernetes (k3s) ArgoCD Terraform Docker Grafana Prometheus pfSense SonarQube Harbor / Nexus Loki

What Colleagues Say

Endorsements

Voices from peers, managers and team members I've worked with

"Vishal has an exceptional ability to bridge the gap between people and technology. His L&D programs at Antier transformed how our engineers grow — structured, practical, and deeply impactful."

AM

Colleague at Antier Solutions Engineering Lead

"Working under Vishal at Dell was a career-defining experience. His coaching style was methodical yet empathetic — he knew exactly how to push the team to exceed CSAT targets while keeping morale high."

RK

Former Team Member at Dell Technical Support Engineer

"Vishal was the founding force behind ASB Academy. His vision for a Web3 and AI-aligned curriculum was ahead of its time — and he executed it with precision and passion."

PS

Co-founder, ASB Academy Technology Educator

"Vishal's approach to escalation management at Convergys was exemplary. He handled high-pressure situations with calmness and professionalism, always putting the customer and the team first."

SK

Manager at Convergys India Operations Manager

"The home lab Vishal has built is not just a hobby — it's a testament to his continuous learning mindset. He applies the same enterprise-grade rigour to his personal projects as he does professionally."

AK

Peer — DevOps Community Cloud Architect

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