Summary
Overview
Work History
Education
Skills
Certification
Timeline
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EISHA SHARMA

EISHA SHARMA

Summary

Experienced Technical Engineer serving as Lead Technical Engineer L3, specializing in troubleshooting hardware, software, and networking issues.


Proven ability to manage complex escalations and deliver timely solutions for global organizations like IBM Kyndryl and HP, supporting users across 11+ countries. Core competencies include problem-solving, incident management, and issue resolution using tools like ServiceNow, Workday, CRM, and Genesys. Skilled at managing high-pressure scenarios and client escalations while maintaining alignment with business objectives and SLAs.


Pursuing an MBA in Business Analytics from BITS Pilani to enhance analytical skills and strategic decision-making for delivering data-driven insights to improve operational efficiency.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Engineer L3

Hp
02.2023 - Current
  • Currently working as L3 technical support across 11+ countries, resolving complex issues in hardware, software, IT infrastructure, and networking.
  • Managing high-priority escalations using CRM, Genesys, Workday, and diagnostic tools, ensuring SLA adherence and business continuity.
  • Driving performance through key KPIs: First Call Resolution (FCR), Mean Time to Resolution (MTTR), CSAT, SLA Compliance, and Ticket Volume.
  • Mentoring and training new team members in troubleshooting, tools, and process flows, fostering a high-performing support environment.
  • Recognized multiple times as Performer of the Month and awarded as a Game Changer for exceeding targets and initiating key improvements.

Technical Engineer

IBM kyndryl
03.2022 - 02.2023
  • Delivered Tier 2 technical support for Bank of Ireland employees, ensuring uninterrupted functionality of critical applications, networks, and hardware.
  • Used Virtual Desktop Infrastructure (VDI) for real-time diagnostics and issue resolution across distributed systems.
  • Managed incidents through ServiceNow and Workday, adhering to SLAs and ITIL best practices.
  • Provided advanced support for Microsoft applications, peripherals, and network connectivity, improving system reliability.
  • Monitored KPIs such as FCR, Average Resolution Time, CSAT, SLA Compliance, and Repeat Incident Rate to optimize performance.
  • Collaborated with cross-functional IT teams to resolve infrastructure and application issues impacting operations.
  • Recognized multiple times as Star Performer for technical accuracy, quick resolutions, and exceeding service quality benchmarks.

Education

MBA - Business Analytics

Birla Institute of Technology And Science
Pilani, India
12-2025

Bachelor of Engineering - Electronics and Communication

Sapthagiri College of Engineering
Bengaluru, India
10-2021

Skills

  • Business Analytics
  • Data Visualization
  • Advanced Troubleshooting
  • Technical Training Delivery
  • Excellent Communication Skills and Problem solving skills
  • Customer Service Skills
  • Hardware, Software and Network Troubleshooting
  • Remote Troubleshooting and Techniques
  • Business Intelligence Tools
  • CRM, Workday, Service now and Ticketing Tools
  • Power BI
  • Tableau and Python

Certification


  • Power BI
  • Microsoft Excel
  • Google Digital Marketing
  • Alison Course CPD
  • Six Sigma Green Belt
  • Corizo Business Analyst
  • IBM Cybersecurity education and data privacy
  • ISRO Satellite Photogrammetry
  • Microsoft Undergraduate and Masters Program
  • TCS Soft skills training

Timeline

Technical Engineer L3

Hp
02.2023 - Current

Technical Engineer

IBM kyndryl
03.2022 - 02.2023

MBA - Business Analytics

Birla Institute of Technology And Science

Bachelor of Engineering - Electronics and Communication

Sapthagiri College of Engineering

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EISHA SHARMA