Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
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Aman Sharma

Aman Sharma

IT Service Management
New Delhi

Summary

Willingness to walk an extra mile to achieve excellence. Meticulously knowledgeable about project management and team leadership. Bringing 11 years' experience in IT sector with organisations like Coforge Ltd , People Scout, Convergys, and Bank of America.

Overview

12
12
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
4
4
Languages

Work History

Sr. Associate IT Operations.

Coforge Ltd
Greater Noida
01.2021 - Current
  • Working as Subject Matter Expert (SME) for IT Service Desk.
  • Managing Incident and request management que in Service Now.
  • Maintaining SLA of the tickets and escalating to the relevant team for issue fix.
  • Helping new joiners for the purpose of giving them process training.
  • Maintaining monthly roster of team members.
  • Supporting problem resolution and decision making.
  • Monitoring and controlling performance and initiating action to strengthen results , planning and goal setting for future periods.
  • Managing the relationship with the client and all stakeholders.
  • Ticket assignment to team members in Service Now ITSM tool , auditing of tickets /case, skill assessment for new joiners, management of asset for the team members.
  • Resetting of Domain Password via AD/One Identity( Quest tool).
  • Mapping of printers/scanners via Uniflow Management System.
  • Managing LDAP accounts via LDAP Admin portal.
  • Managing Adobe products and licenses via adobe admin portal.
  • Processing Joiners/Leavers/Movers requests.
  • Co-coordinating with onsite technicians for asset management of project.
  • Giving access on cloud platform like Gitlab, svn, amazon workspace (VDI).
  • Outlook troubleshooting / Microsoft admin exchange center. Creating/ deleting email accounts, managing distribution lists/ shared mailboxes and mass mailers.
  • Handling of team shared mailbox.

Service Desk Technician

People Scout.
Gurugram, Haryana.
04.2019 - 11.2020
  • Working as point of contact and understand user questions from non-technical backgrounds, provide technical support remotely on issues.
  • Ensure Service Now tickets are fully documented and resolved or escalated to Support or Engineering within Service Level Agreement (SLA) guidelines following ITIL practices.
  • Main tasks are installing, upgrading, supporting, and resolving issues related to Desktops or laptops, printers, scanners, phones, IVR Wizard etc.
  • Installation and troubleshooting of network printers.
  • Managing issues throughout lifecycle, from creation to resolved.
  • Keeping clients up to date on the progress and sharing knowledge within team.
  • Coordinating and continually interaction with support personnel, field staff and vendors that resolve issues related to software, hardware, and network.

Technical Support, Service Desk.

Convergys India Pvt. Ltd
Gurugram, Haryana
04.2014 - 02.2019
  • The first point of contact for phone calls, incidents, and emails/chat from Convergys employees from all over the world regarding IT issues and queries.
  • Served as Lead Contact for Service Desk Support Technicians, to help when trouble-shooting desk side issues, including issues which could be server related.
  • It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both users and IT staff and to satisfy both Customer and IT Provider objectives.
  • For example: Resetting of application password, installing/repairing client/server, business applications on workstations, and raising Incident after indulging Situation Management to resolve the issue
  • Hands-on experience on HP Service Management Suite (SMS) for ticketing/page management and document resolutions for future reference.
  • Escalate issues to different support teams that are out of scope.
  • Client escalations process up to client-owned status & resolution.

Education Counselor

UEI Global Management College
New Delhi
04.2013 - 03.2014
  • Telephonic Counseling to students of UEI Global Management College and help students process their plan of action and achieve goals
  • Mediate conflict between students and teachers
  • Assist with college applications and scholarships
  • Organize peer counseling programs.

Team Member

Bank Of America
Gurugram
04.2011 - 02.2012
  • Handling Back end operations for the users of Bank of America employees.
  • Maintaining the information security.
  • Access Provisioning Incident Management, Access Auditing of Profile Role, assigning/changing/reviewing the roles.

Education

Bachelors Of Computer Applications - Computer Applications

SAS IIT & R - Punjab Technical University , Jalandhar
Mohali (Punjab)
03.2007 - 03.2010

Skills

Active Directory , Desktop Support, Microsoft Exchange Server, Office 365, Team Management, Citrix troubleshooting, Handling of ITSM tool like Servicenow

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Accomplishments

Ist position in essay writting competitions in school.

10K run completion organized by Airtel in Delhi.

Affiliations

CBSE Board, Punjab Technical University.

Certification

CompTia IT Fundamentals

Timeline

CompTia IT Fundamentals

06-2023

ITIL V4

06-2023

Project Management Foundations

06-2023

Next Generation AI : An introduction to GPT-3

06-2023

Six Sigma Green Belt

06-2023

Sr. Associate IT Operations.

Coforge Ltd
01.2021 - Current

Service Desk Technician

People Scout.
04.2019 - 11.2020

Technical Support, Service Desk.

Convergys India Pvt. Ltd
04.2014 - 02.2019

Education Counselor

UEI Global Management College
04.2013 - 03.2014

Team Member

Bank Of America
04.2011 - 02.2012

Bachelors Of Computer Applications - Computer Applications

SAS IIT & R - Punjab Technical University , Jalandhar
03.2007 - 03.2010

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Aman SharmaIT Service Management