Akshay Sharma
Shimla
Summary
Experienced and accomplished Senior Technical Support Specialist with a robust background in troubleshooting complex technical issues and delivering exceptional customer service. Proficient in swiftly resolving problems to maximize customer satisfaction and minimize operational disruptions. Seeking a challenging role to leverage expertise in a dynamic environment to drive organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Support Executive
Xorosoft Technologies
04.2022 - Current
- Led a team of technical support specialists, enhancing operational efficiency and increasing customer satisfaction by 20%
- Managed API integration applications to seamlessly integrate client data into the platform
- Resolved order and inventory issues through API integrations and flat file data communications
- Collaborated with cross-functional teams, reducing escalations to higher-level support by 15%
- Monitored and maintained client connections, decreasing downtime by 10%
- Configured and tested new software features, ensuring smooth client operations
- Conducted comprehensive product bug research and documentation
- Fostered positive client relationships, enhancing customer retention.
Senior Representative, Operations
Concentrix
09.2020 - 04.2022
- Provided technical support for HP products across EMEA regions
- Conducted remote troubleshooting and guided clients through problem-solving processes
- Initiated repair and replacement for damaged or faulty devices, ensuring effective resolutions
- Achieved 85% CSAT and 90% QA scores, reflecting high-quality customer support
- Led new training initiatives, enhancing team skills and knowledge.
Activities Manager
Club Mahindra
07.2017 - 03.2018
- Planned and scheduled various activities, ensuring execution and customer satisfaction
- Focused on creating memorable experiences for guests and improving overall service quality
- Maintained safety standards across all activities, conducting regular audits, and addressing any concerns promptly.
- Created customized itineraries for special occasions such as weddings or corporate retreats, ensuring a personalized experience tailored to client needs.
- Facilitated guest feedback surveys and incorporated suggestions for continuous improvement of activity offerings.
Network Operations Engineer
Videocon Technologies
04.2013 - 05.2014
- Managed a total of 2000+ sites for outages and enhanced system uptime by proactively monitoring and troubleshooting network issues.
- Managed vendor relationships effectively, negotiating contracts that aligned with organizational goals while reducing costs substantially.
Education
Bachelors Of Technology - Computer Science And Engineering
Panjab Technical University
Jalandhar, Punjab07.2011
Skills
- SaaS
- REST API
- API Integrations
- Application Support
- API Integration Setup/Management
- Customer Support
- MS Office
- Team Player
- Detail-Oriented
- Innovative
- Problem Solving
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 6-8 staff members.
- Trained and led technical support teams of more than 6-8 support specialists.
Additional Information
Teacher/Coordinator,
The Art of Living
Shimla, Himachal Pradesh, India
2015 March - Present
March 2015-Present
• Taught the world-renowned Sudarshan Kriya to thousands of people in various
Indian states.
June 2015-March 2016
• Coordinated as a Co-State Coordinator for the Great Music Ensemble at the World
Culture Festival 2016, in Delhi. It hosted 37,500 artists who performed on a single
stage, and 250 musicians from Himachal participated.
• Coordinated at the state level for Nati Folk Dance, which was performed by 1080
participants from Himachal in the World Culture Festival.
May 2016-June 2017
• In Kota, Rajasthan, worked for the Spreading Smiles Campaign, which aimed to lift
the spirits of over 50,000 young JEE and NEET aspirants each year.
• In Himachal Pradesh, worked on drug de-addiction campaign that empowered
10,000 students to face any challenge in life without resorting to drugs
April 2018-May 2020
• Coordinator for youth programs of Himachal Pradesh and Uttarakhand.
Singer, Art of Living
India
2011 March - Present
• Participated as one of the core singers in the World Culture Festival's Great Music
Ensemble.
• Traveling for spiritual concerts for the Art of Living in 8 states since 2011.
• Performed as a lead singer in the launch event of the Drug-Free India Program.
Certification
- AWS CLOUD SOLUTION ARCHITECT in p progress
Websites
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Technical Support Executive
Xorosoft Technologies
04.2022 - Current
Senior Representative, Operations
Concentrix
09.2020 - 04.2022
Activities Manager
Club Mahindra
07.2017 - 03.2018
Network Operations Engineer
Videocon Technologies
04.2013 - 05.2014
Bachelors Of Technology - Computer Science And Engineering
Panjab Technical University
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