Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Extracurricular Activities
Languages
Timeline
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Abhishek Sharma

Abhishek Sharma

Yamunagar

Summary

Contact center professional specializing in IVR testing and call flow development, with strong expertise in ICM call routing. Demonstrated success as a test analyst within Agile SDLC frameworks, focused on improving customer experience through innovative solutions, and streamlined processes.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Software Engineer

Wipro Pvt. Limited
Noida
08.2022 - Current
  • Worked on upgrading the entire solution to the latest version, in collaboration with the client.
  • Executed application and system integration, including user acceptance testing for Java applications.
  • Managed sprints using Microsoft Azure DevOps for a customer experience improvement program.
  • Developed test suites, managed test cases, and resolved bug reports effectively.
  • Designed and implemented a precision queue call routing solution as an IVR developer.
  • Led end-to-end deployment of six major solution enhancements and monthly releases.
  • Collaborated on solution design and implementation to transition from legacy skill group routing.

Project Engineer

Wipro Pvt. Limited
Noida
07.2021 - 08.2022
  • Managed application support, focusing on service management and incident resolution.
  • Oversaw server patching and change management activities to enhance system reliability.
  • Collaborated with the support team to exceed service level agreements and surpass client expectations.

Education

B.Tech -

SRM Institute of Science and Technology
Modi Nagar
05.2021

CLASS XII -

The British School
Chandigarh
05.2017

Skills

  • IVR and CVP architecture
  • IVR testing and debugging
  • Client engagement
  • CVP call log debugging
  • ICM scripting
  • Change management
  • Code troubleshooting
  • UCCE scripting and media routing
  • SQL proficiency

Certification

  • Microsoft Certified: Azure Fundamentals, 07/01/24 - Present, gained knowledge of cloud concepts, core Azure services, and Azure management and governance features and tools
  • Black Belt - Support - UCCE Stage 2, 07/01/24 - Present, gained insights into Cisco technologies, and in deploying, troubleshooting, and renewing the latest technology and software solutions

Hobbies and Interests

  • Traveling
  • Volunteer Work/Community Involvement
  • Sports and Fitness

Extracurricular Activities

  • Sponsorship Executive, SRM Institute of Science and Technology, 07/01/19, 09/01/19, chosen as the face of the college to represent it to brands and corporations for endorsements and deals
  • Fashion Society Head, SRM Institute of Science and Technology, 06/01/18, 04/01/21, represented the college at different platforms, and other colleges, and managed a team of 15 people

Languages

  • English, Full Professional Proficiency
  • Hindi, Full Professional Proficiency

Timeline

Software Engineer

Wipro Pvt. Limited
08.2022 - Current

Project Engineer

Wipro Pvt. Limited
07.2021 - 08.2022

B.Tech -

SRM Institute of Science and Technology

CLASS XII -

The British School

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Abhishek Sharma