Ankush Sharma
Technical Support Engineer
Loni
Summary
Flexible Technical Support Engineer with over 1+ years of experience helping clients maintain smooth operations in Order Management Systems (OMS) and Warehouse Management Systems (WMS). With an additional 10+ years of experience in project management and business analytics, I have a proven track record of optimizing processes and driving efficiency. Skilled in MS Office, PowerBI reporting, SQL, and process auditing, I leverage data analysis for decision-making. I am a proactive problem solver with a strong attention to detail and a positive attitude. My expertise lies in process automation, and I am adept at leveraging technology to enhance operations. My goal is to utilize my skill set to drive impactful improvements in technical support and project management domains.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Technical Support Engineer
Vinculum Solutions PVT LTD.
Noida
6 2023 - Current
- Troubleshoot and resolve customer issues related to software functionality, installation, and usage
- Collaborate with the development team with Jira tickets to resolve complex technical issues and follow up with customers via Freshdesk and other communications channels on issue resolution
- End to end technical support related to order management, warehouse management to customers and solve their queries within TAT
- Coordination with various Marketplace i.e., Shopee, Zalora, Lazada, PGMall, Shopify, SAP hybris, Nykaa, Flipkart etc.
- Maintaining reports of order flow and inventory data to analysis and provide performance tracking reports to the management team
- Work effectively with cross-functional teams, and present the data needed for resolution.
Sr. Project Delivery Executive
Indiamart Intermesh LTD.
Noida
01.2018 - 06.2023
- Spearheaded business intelligence processes, including process operations, data analysis, and automation using APIs
- Conducted audits, prepared and shared reports with management on a daily, weekly, and monthly basis
- Leveraged data analysis to provide performance tracking reports to the management team
- Managed IVR service for disengaged users in the preferred number service
- Handled customer complaints related to processes, ensuring timely resolution with assured quality
- Automated reports using PowerBI, enhancing efficiency and data visualization capabilities
- Led continuous improvement initiatives and facilitated knowledge development for assigned engagements.
Website Production & Media Gallery Process
Indiamart Intermesh LTD.
Noida
05.2012 - 01.2018
- Conducted quality audits of client's website content and promoted media products (videos, PDFs, PPTs, etc.)
- Coordinated with clients, addressing their feedback within defined timeframes
- Monitored vendor performance, provided regular review sessions and feedback to improve productivity
- Analyzed and evaluated data work on the website, ensuring accuracy and quality
- Managed media product promotions and reviews for main keyword phrases in search engines
- Designed company presentations and brochures for clients, delivering visually appealing materials.
Education
MCA -
GBTU University Lucknow
01.2009 - 04.2012
BCA - undefined
CCS University Meerut
01.2006 - 04.2009
12th -
UP Board
Baghpat, Uttar Pradesh10th -
UP Board
Baghpat, Uttar PradeshSkills
Technical Support
Process Automation
Vendor Management
MS Office (Word, Excel, PowerPoint)
PowerBI Reporting
SQL
Data Analysis
Process Auditing & Testing
Process Optimization
API Integration
Software Troubleshooting & Problem Solving
Personal Information
- Father's Name: Shri Ashok Kumar Sharma
- Date of Birth: 01/21/89
- Nationality: Indian
- Marital Status: Married
Languages
English
Hindi
Timeline
Sr. Project Delivery Executive
Indiamart Intermesh LTD.
01.2018 - 06.2023
Website Production & Media Gallery Process
Indiamart Intermesh LTD.
05.2012 - 01.2018
MCA -
GBTU University Lucknow
01.2009 - 04.2012
BCA - undefined
CCS University Meerut
01.2006 - 04.2009
Technical Support Engineer
Vinculum Solutions PVT LTD.
6 2023 - Current
12th -
UP Board
10th -
UP Board
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