Anuj Sharma
ITSM Consultant
Ghaziabad
Summary
Certified in ITIL with 7 years of IT experience in IT operations, SLA management and Implementation of ITIL Concepts. Dedicated to customer satisfaction with focused delivery of technical solutions and service improvement.
Overview
9
9
years of professional experience
1
1
Certificate
43
43
years of post-secondary education
Work History
Lead Consultant
Genpact Headstrong Capital Markets
12.2018 - Current
- Initiated success of client's organization by improving performance, hiring practices and management systems.
- Updated stakeholders on key milestones for projects.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with colleagues in both domestic and international support facilities.
- Monitored systems in operation and input commands to troubleshoot areas.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Communicated regularly with customers concerning data exchange and technology integration.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Analyst
Intercontinental Hotel Groups
01.2017 - 10.2018
- Work on Host Configuration/ Connectivity , IP address, Domain Switch over, telnet, Data load, Maintain daily/weekly reports for process tracking & decision making Working on windows server 2003,2008,2013 also on Citrix Manage and maintain Payment Gateway Network for AMER Region more than 2500 hotels.
- Investigating & troubleshooting root causes via problem management.
- Remote login to Virtual Machines & on-premises servers to troubleshoot, monitor, deploy applications Manage disks and backup Implementation and Support of Oracle Opera web services Provided daily status/updates to customers in reference to the system changes and/or issues.
Analyst
PC Solutions Pvt Ltd
07.2016 - 01.2017
- Work on Host Configuration/ Connectivity , IP address, Domain Switch over, telnet, Data load, Maintain daily/weekly reports for process tracking & decision making Working on windows server 2003,2008,2013 also on Citrix Manage and maintain Payment Gateway Network for AMER Region more than 2500 hotels.
- Investigating & troubleshooting root causes via problem management.
- Remote login to Virtual Machines & on-premises servers to troubleshoot, monitor, deploy applications Manage disks and backup Implementation and Support of Oracle Opera web services Provided daily status/updates to customers in reference to the system changes and/or issues.
Technical Consultant
Techvedic Technologies
07.2015 - 12.2015
- Troubleshooting the windows, Software, Network issue of clients through remote access.
- Identify, evaluate and prioritize customer problems and complaints, updating the CRM on daily basis.
Education
B.Tech -
Himachal Pradesh University
Skills
IT Service Management
End User Support
Troubleshooting
Change Management
Incident Management
Problem Management
Service Management
Root Cause Analysis
Project Coordination
System Administration
Application support
Certification
ITIL V3 certified
Timeline
Lead Consultant
Genpact Headstrong Capital Markets
12.2018 - Current
Analyst
Intercontinental Hotel Groups
01.2017 - 10.2018
ITIL V3 certified
11-2016
Analyst
PC Solutions Pvt Ltd
07.2016 - 01.2017
Technical Consultant
Techvedic Technologies
07.2015 - 12.2015
B.Tech -
Himachal Pradesh University