Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
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Ankita Sharma

Ankita Sharma

Bangalore

Summary

Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language

Work History

Senior Assistant Help Desk Technician

DXC Technology
Bangalore
12.2019 - 10.2022
  • Supported customers with basic technical support for current and past software releases.
  • Assisted clients with support for hardware, peripherals, network connections and external software.
  • Researched, documented and escalated help desk tickets to level 2/Tier 2 support when outside the scope of L1/T1 support according to internal procedures on Service Now (SNOW) tool.
  • Resolved user complaints and concerns with strong verbal and negotiation skills.
  • Supported customers with Microsoft O365, Windows10 and windows 11, VPN, Sharepoint and account issues.
  • Assisted customers with technical issues via email and web.
  • Managed customer’s expectations and experience to a high degree of their satisfaction.

Process Executive

Infosys
07.2017 - 06.2018
  • Provided expertise to team when needed with focus on superior customer service delivery and led by example
  • Provided written reports and documentation, updated help desk manuals and guidelines as technology needs changed with new software applications
  • Analyzed system operations to ensure better end-user experience
  • Worked on critical incidents and solution documents
  • Passionate, engaging, and attentive customer service specialist trained in conflict resolution and communication
  • Seeking to leverage interpersonal skills to build customer loyalty.

Education

B.E - E & TC

DY Patil Institute of Technology
Pune
07.2013 - 06.2017

High School Diploma -

DAV Public School, CBSE
05.2011 - 03.2013

No Degree - Science Education

DAV Public School, 10th CBSE
04.2001 -

Skills

Comprehensive problem solving abilitiesundefined

Accomplishments

1. Won multiple Quarterly awards and appreciation certificates from client.

2. Documented and resolved user's issue which led to achieve targets.

Certification

Microsoft Azure-900

Interests

Travelling

Listening music

Timeline

Microsoft Azure-900

10-2022

Senior Assistant Help Desk Technician

DXC Technology
12.2019 - 10.2022

Process Executive

Infosys
07.2017 - 06.2018

B.E - E & TC

DY Patil Institute of Technology
07.2013 - 06.2017

High School Diploma -

DAV Public School, CBSE
05.2011 - 03.2013

No Degree - Science Education

DAV Public School, 10th CBSE
04.2001 -
Ankita Sharma