Vishal Sharma
Taylor,ACT
Summary
ITIL Certified Service Desk Professional with strong help desk experience.
Proven success working in high-volume, 24*7 technical support.
Consistently praised for communicating effectively with both technical and Non technical users.
Recognized for adept problem-solving abilities and a patient approach to navigating complex situations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
Kroll (Risk Consulting & Finance Advisory)
Mumbai, India
09.2023 - 03.2024
- Accelerated Incident Resolution: Reduced average incident resolution time by 25% through efficient troubleshooting techniques, proactive problem-solving, and the implementation of standardized resolution procedures.
- Optimized Knowledge Management: Developed and maintained a comprehensive knowledge base containing troubleshooting guides, FAQs, and best practices. This initiative resulted in a 30% reduction in repeat incidents and empowered users to resolve issues independently.
- Enhanced Customer Satisfaction: Maintained a customer satisfaction rating of 95% by consistently delivering prompt, courteous, and effective support to end-users. Conducted follow-up surveys to gather feedback and identify areas for improvement.
Senior Support Engineer
Eide Bailly LLP (Public Accounting and Business Advisory)
Mumbai, India
06.2021 - 04.2023
- Team Leadership : Led a team of three support professionals, driving operational support and optimizing SLAs for a new Ticketing System, leading to a 20% enhancement in resolution times and customer satisfaction
- Proactive Collaboration : Facilitated weekly meetings with support teams to proactively tackle major incidents and strategize upcoming projects geared towards elevating the user experience.
- Network Issue Resolution: Employing qualitative analysis to diagnose and resolve network connectivity issues reported by end-users, resulting in a quantitative improvement of 20% in issue resolution time..
Senior Technology Support Analyst
Integreon Managed Solutions (Legal, Business and Support Services)
Mumbai, India
05.2020 - 05.2021
- Driving Efficiency: Spearheaded frontline support, significantly reducing response time to technical service calls and emails.
- Optimized Deployment: Streamlined device deployment processes, resulting in a 25% increase in efficiency for onboarding new hires and maintaining equipment for existing employees.
- Effective Escalation: Improved issue resolution by effectively escalating complex issues, resulting in a 15% decrease in unresolved tickets.
Senior Technology Support Analyst
Prudential Global Services (Life insurance and financial services)
mumbai, india
09.2017 - 08.2019
- Exceeding Expectations : Delivered exceptional customer service, consistently meeting service level agreements (SLAs) by resolving IT issues promptly, resulting in a 95% customer satisfaction rate.
- Reduced downtime : Swiftly aiding users with password resets, unlocks, and account recovery within Active Directory, leading to a 30% reduction in support ticket resolution time.
- Strategic Incident Prioritization : Prioritized each incident based upon its impact on business and escalated issues considered major threats.
Senior Process Executive
Cognizant technology solutions (information technology service and business consulting)
Mumbai, Maharashtra
03.2017 - 09.2017
- Order Processing & Compliance : Processed Telstra customer orders with 100% accuracy, maintaining compliance with company standards and procedures.
- Efficient Coordination : Coordinated appointments for installation or service activation with field technicians, resulting in a 20% reduction in deployment time and an increase in customer satisfaction.
- Optimized order workflow : Identified and implemented process optimizations within the order build and fulfillment process, leading to a 15% increase in efficiency and a decrease in errors.
Service Desk Specialist
HCL Technologies (Information Technology Service and Business Consulting)
New Delhi, India
03.2015 - 11.2016
- Software Installation and Configuration: Install, configure, and update software applications according to organizational policies and user requirements. Ensure software licenses are properly managed and compliant.
- Incident Management: Log all incidents reported by users, categorize them according to severity, and prioritize them for resolution. Monitor the status of open incidents and ensure timely resolution.
- Continuous Improvement: Identify opportunities for process improvement and efficiency gains within the service desk operations. Collaborate with team members and management to implement enhancements and optimize service delivery.
SENIOR TECHNICAL SUPPORT ANALYST
Convergys INDIA PVT LTD (BUSINESS SERVICES)
New delhi, India
11.2013 - 01.2015
- Customer Support: Provided exceptional customer service by addressing inquiries, resolving complaints, and assisting customers with product or service-related issues via phone, email, chat, or in person.
- Cross-selling and Up-selling: Identify opportunities to promote additional products or services that align with customers' needs and preferences. Recommend relevant upgrades or accessories to enhance the customer experience and drive sales.
- Performance Metrics: Met or exceeded performance targets and metrics, such as response times, customer satisfaction scores, and sales quotas. Continuously strived to improve performance and contribute to the success of the customer service team.
Education
Bachelor of Science (Information Technology) -
Monad University
India08.2014
Skills
- Operational Support Management
- Troubleshooting
- Incident Management
- IT Infrastructure Management
- Intune Management for End user Devices
- Remote Desktop Support
- Microsoft Azure Administration
- SharePoint Online & Microsoft Teams
- Windows Operating Systems, Mac, Android & iOs
- Documentation and Reporting
- Ticketing Systems (eg, ServiceNow, Remedy)
Certification
ITIL FOUNDATION CERTIFIED
Timeline
Senior Service Desk Analyst
Kroll (Risk Consulting & Finance Advisory)
09.2023 - 03.2024
Senior Support Engineer
Eide Bailly LLP (Public Accounting and Business Advisory)
06.2021 - 04.2023
Senior Technology Support Analyst
Integreon Managed Solutions (Legal, Business and Support Services)
05.2020 - 05.2021
Senior Technology Support Analyst
Prudential Global Services (Life insurance and financial services)
09.2017 - 08.2019
Senior Process Executive
Cognizant technology solutions (information technology service and business consulting)
03.2017 - 09.2017
Service Desk Specialist
HCL Technologies (Information Technology Service and Business Consulting)
03.2015 - 11.2016
SENIOR TECHNICAL SUPPORT ANALYST
Convergys INDIA PVT LTD (BUSINESS SERVICES)
11.2013 - 01.2015
Bachelor of Science (Information Technology) -
Monad University
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