Anand Sharma
Jaipur
Summary
Detail-oriented Technical Support and Customer Service professional with over 2.5 years in high-volume environments. Expertise in troubleshooting applications, managing ticketing systems, and resolving account access issues while adhering to SLAs. Proven ability to diagnose user problems efficiently, communicate effectively, and collaborate with backend teams for rapid resolutions. Familiarity with SQL Server enhances technical proficiency.
Overview
3
3
years of professional experience
Work History
SQL Database Administrator
We-Credit
Jaipur
12.2025 - 01.2026
- Managed daily SQL Server operations, ensuring data integrity through effective backups, restores, and issue resolution.
- Monitored system resources including CPU, memory, and disk usage to maintain high availability and performance.
- Analyzed SQL Server logs for troubleshooting and root-cause identification.
- Assisted with patching and data migration tasks, contributing to system stability and continuity.
Database Administrator (Internship)
Optminds
Noida
01.2025 - 11.2025
- Supported daily SQL Server database administration and monitoring activities to ensure system reliability.
- Wrote and executed SQL queries for data retrieval, updates, and basic troubleshooting.
- Facilitated database backups, restores, and SQL Server Agent job monitoring to maintain data integrity.
- Monitored database performance and analyzed logs to identify and resolve basic issues.
Teammate
TaskUs
Navi Mumbai
10.2023 - 10.2024
- Managed high-volume chat queues while consistently meeting daily productivity, accuracy, quality, and SLA targets.
- Provided customer support through chat, addressing account, order, delivery, and application-related issues.
- Resolved order and delivery-related queries, including delays and service issues, and escalated cases as necessary.
- Assisted customers with account and app-related concerns by following structured troubleshooting and providing clear, step-by-step guidance.
- Escalated complex or unresolved customer issues to the appropriate teams while following process and quality guidelines.
- Documented customer interactions and case details accurately to support effective issue tracking and resolution.
- Collaborated with QA and operations teams to ensure service quality and meet process requirements.
Associate (Technical Support)
Mphasis Limited
Pune
01.2023 - 09.2023
- Handled 30–40+ customer cases daily in high-volume support, using structured troubleshooting to identify and resolve issues.
- Responded to customer chat inquiries, guiding users through technical and transaction-related issues to ensure resolution.
- Provided chat support for login, password reset, account access, and application issues, consistently meeting SLA requirements.
- Supported users with stuck or failed transactions, verified issue details, and documented cases accurately for follow-up.
- Escalated complex technical and payment issues to backend teams and helped drive timely resolution.
- Tracked tickets and updated performance reports in internal tools and Excel, ensuring adherence to quality and compliance standards.
Education
Bachelor of Arts -
Rajasthan University
Jaipur06-2021
Skills
- MS SQL Server 2019/2022
- Incident resolution
- Problem solving
- Analytical thinking
- Root Cause Analysis
- Ticket & Case Management
- High-Volume Queue Management
- SLA & Escalation Handling
- Technical & Chat Support
- Customer Support
- MS Excel
LANGUAGES
Hindi – Native | English – Advanced | German – A2
Timeline
SQL Database Administrator
We-Credit
12.2025 - 01.2026
Database Administrator (Internship)
Optminds
01.2025 - 11.2025
Teammate
TaskUs
10.2023 - 10.2024
Associate (Technical Support)
Mphasis Limited
01.2023 - 09.2023
Bachelor of Arts -
Rajasthan University