Ayushi Sharma
Sr. IT Support Executive
Gurgaon
Summary
IT Asset Management Specialist with overall 11 years’+ experience managing asset lifecycles, inventory controls, and compliance within IT environments. Skilled in the ITIL framework, ServiceNow, procurement, reconciliations, and process optimization. Proven ability to coordinate across teams globally and deliver strong customer service while adhering to Controls, Compliance, and Customer Service principles.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
IT Sr. Specialist & Escalations Engineer Level 2
Boston Consulting Group(IWS Payroll)
07.2023 - Current
- Maintained strict controls and compliance in IT asset tracking, risk management, and inventory accuracy for a large-scale consulting environment.
- Led asset management and reconciliation: conducted physical asset counts, verified them against digital inventory (using ITAM tools), and ensured compliance with asset management policies.
- Oversaw timely and accurate data entry and updates of assets in ServiceNow, coordinated with cross-functional teams to ensure adherence to IT security and lifecycle management procedures.
- Supported asset procurement by verifying requirements, sourcing quotes, planning stock levels, and optimizing the efficient utilization of IT hardware and software.
- Managed tracking and proper disposal of end-of-life IT assets, ensuring documentation and compliance with internal controls.
- Acted as the escalation point for asset or service delivery concerns, requiring management intervention as per 3C.
- Delivered hands-on support and trained new users on ServiceNow and IT asset processes.
Senior Associate - Corporate Operations
Mercer
07.2022 - 06.2023
- Worked for a SaaS based Ed-tech Company.
- Provided clear and concise step-by-step technical support to clients after corrective probing via email though Zoho desk CRM & by call through Exotel.
- Attended to incoming enquiries within SLA and providing solution if it is in our KRA or routing the ticket to relevant teams by raising internal tickets.
- Followed up with in the teams and the client to resolve the query to achieve customer satisfaction.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns through MS Excel and Word.
- Presented business performance reports, highlighting successes and improvement areas through Power Point.
- Conducted training sessions with customers to demonstrate Product updates & new launches through Zoom Link.
- Kept organized calendar to set up new appointments for clients through Microsoft Outlook
- Provided information on after-sales services for comprehensive support.
- Informed client about available Product features and functionalities and pitching for Sale.
- Supervised technical work according to applicable best practices and regulatory requirements.
- Remained calm under pressure to handle customer complaints and to solve problems.
- Attended regular training to enhance performance and to expand knowledge.
- Reviewed submitted complaints and prioritizing responses by submission time or other factors.
Senior Process Associate
TCS
05.2017 - 06.2022
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Supported users in setup and configuration of wireless bridge networks.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Conducted regular preventative maintenance on networks to ensure continued stability and performance.
- Managed network upgrades, migrations, and expansions while minimizing disruptions to daily operations.
- Implemented monitoring tools for proactive identification of potential issues before they became critical problems.
Support Engineer
Convergys
02.2016 - 05.2017
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
Technical Sales Executive
Binary Semantics
05.2015 - 02.2016
- Increased sales revenue by developing and maintaining strong relationships with key clients.
- Exceeded quarterly targets consistently through diligent follow-ups with prospective clients while maintaining existing customer relations.
- Mastered an extensive range of technical products to provide authoritative advice on suitable solutions based on client requirements.
Technical Support Associate
Redignton India
12.2013 - 05.2015
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.
- Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
Education
Bachelor’s -
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, India06-2013
Skills
IT Asset Lifecycle Management
Knowledge of ITIL Process
Asset Inventory & Reconciliation
ServiceNow(Asset Tagging & Tracking) & Ticket Management
Physical Asset Verification & Disposal
Basic Asset Procurement & Disposal Workflows along with Asset Tracking & Security
Team Collaboration & Escalation Handling
Microsoft 365 (OneDrive, SharePoint & InTune)
Communication & Stakeholder Management
Certification
Internal training: ITSM, Cyber Security, Cloud Computing, Identity & Access Management, Asset Management tools (Dell, Remedy, ServiceNow)
Accomplishments
- Received Customer Champion and Quality Star (HP).
- Awarded Star Performer at TCS and Spot Award for client asset management success.
- Recognized by BCG Managing Directors for excellence in asset tracking and compliance.
Interests
Listening to Music
Travelling
Cooking
Drawing
Reading
Gardening
Spending time with Family & Friends
Timeline
IT Sr. Specialist & Escalations Engineer Level 2
Boston Consulting Group(IWS Payroll)
07.2023 - Current
Senior Associate - Corporate Operations
Mercer
07.2022 - 06.2023
Senior Process Associate
TCS
05.2017 - 06.2022
Support Engineer
Convergys
02.2016 - 05.2017
Technical Sales Executive
Binary Semantics
05.2015 - 02.2016
Technical Support Associate
Redignton India
12.2013 - 05.2015
Bachelor’s -
Rajiv Gandhi Proudyogiki Vishwavidyalaya
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