Travelling
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 abilitiesExcellent verbal and written communication skills
Microsoft windows operating system 11
Excellent knowledge in troubleshooting of Microsoft VPN
Microsoft Office expertKnowledge of Active directoryProficient in O365 including Microsoft Teams, sharepoint
Troubleshooting proficiency of Windows 10, Microsoft store, Software center
Troubleshooting of PC's Windows Update & antivirus (Microsoft Defender), Installation, Configuration
MS Outlook and its troubleshooting, Configuration & management of DNS, DHCP & AD InstallationMicrosoft Azure AD, AVD, Single sign-on and windows VM
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
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 -