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
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
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