Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Ankush Sharma

Operations Manager
New Delhi
Ankush Sharma

Summary

Seasoned Operations Manager and talented leader with 12+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Determined to cut costs without impacting quality of products and services.

Overview

17
years of professional experience
6
years of post-secondary education
3
Certifications

Work History

Vaco Binary Semantics LLP
Gurugram

Operations Manager
07.2018 - Current

Job overview

  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed and reported on key performance metrics to senior management.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Increased profit by streamlining operations.

IBM India Pvt Ltd
Gurugram

Operations Lead
04.2010 - 06.2018

Job overview

  • Designed, implemented and assessed system maintenance, billing, cost efficiency and CRM measures within C&M environment.
  • Performed quality control and monitored production efforts.
  • Recommended actionable changes, lead provisioning and draft plans to maintain operational status.
  • Recruited and trained approximately 300 new employees in 4 years.
  • Oversaw problem resolution to address barriers to operational efficiency.
  • Planned operations and activities, and led projects.
  • Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
  • Motivated and trained employees to maximize team productivity.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Successfully transitioned two accounts (ETIHAD Airways & EQUATE) for IT Service Desk as a part of Service Delivery model, and have performed the requisite tasks whilst at the client onsite locations, i.e. Abu Dhabi and Kuwait respectively. Activities and tasks performed during the transition are:
    ■ Worked with stakeholders and inhouse support groups, to understand the current and future state operational requirements.
    ■ Shadowed all the positions in current Service Desk operations, to ensure smooth BAU/steady state operations after the desk is outsourced to IBM.
    ■ Prepared the Knowledge Base, Documentation and Report formats, basis the information captured from respective stakeholders.
    ■ Coordinated with the Project Transition team to ensure all required solutions are in place for successful Go Live and regular operations of Service Desk.
    ■ Imparted the training for the Pilot batch of ~90 people, based on the information captured during on-site KT.
    ■ Coordinated with the ID administration teams to get the IDs created for resources, to run operations.
    ■ Coordinate with stakeholders/support groups to discuss continuous improvement plans and automate services to provide improved and innovative services to customers

Dell International Technologies
Gurugram

Technical Support Executive
09.2009 - 01.2010

Job overview

  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and configured operating systems and applications.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Encompass
Gurugram

Event Management Staff Member
08.2007 - 07.2008

Job overview

  • Provided exceptional customer service to all guests and escalated concerns where needed.
  • Helped organize and manage successful events with attendance of over 500 people.
  • Assisted with event marketing activities, including creating promotional materials and managing social media campaigns.
  • Collaborated with vendors to secure necessary event services and supplies.
  • Monitored and evaluated event operations to confirm continual compliance with regulations.
  • Directed and supervised event staff volunteers to maintain seamless event operations.
  • Planned and maintained event timelines to track milestones and successfully reach event goals.
  • Implemented event protocols to maintain safety and security of all attendees.
  • Oversaw event operations to keep running smoothly.
  • Responded to inquiries from attendees and addressed any issues or complaints.

IBM DAKSH Pvt Ltd
Gurugram

Technical Support Executive
11.2005 - 01.2007

Job overview

  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and configured operating systems and applications.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Education

JaganNath Institute of Management Studies
New Delhi

Bachelor of Computer Applications from Computer And Information Sciences
07.2003 - 05.2009

Skills

Cost reduction strategies

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Certification

ITIL Foundation

Timeline

Operations Manager

Vaco Binary Semantics LLP
07.2018 - Current

Operations Lead

IBM India Pvt Ltd
04.2010 - 06.2018

Technical Support Executive

Dell International Technologies
09.2009 - 01.2010

Event Management Staff Member

Encompass
08.2007 - 07.2008

Technical Support Executive

IBM DAKSH Pvt Ltd
11.2005 - 01.2007

JaganNath Institute of Management Studies

Bachelor of Computer Applications from Computer And Information Sciences
07.2003 - 05.2009

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Ankush SharmaOperations Manager