RAJIV SHARMA
New Delhi,DL
Summary
Results-oriented Customer & Technical Support Specialist with over 13 years of experience in IT operations, service desk management, and client relations. Proven track record in handling high-volume support for global clients (HPE, Zurich Insurance). Combines deep expertise in troubleshooting and networking with recent hands-on proficiency in Python, AI tools, and cybersecurity. Skilled in de-escalating complex issues and delivering exceptional user experiences.
Overview
14
14
years of professional experience
Work History
Customer Support Advisor
Onecom (India) Technologies Pvt Ltd
Gurgaon, India
01.2025 - 12.2025
- Administered inbound and outbound voice support, ensuring timely resolution of customer queries, including a peak volume of 650 calls in November 2025.
- Delivered multi-channel support via email and chat, maintaining high quality and response time standards across [Number]+ daily interactions.
- Cultivated customer relationships, focusing on retention and driving a 90% increase in first-call resolution.
- Achieved and sustained high customer satisfaction (CSAT) scores of 90% through professional and empathetic communication.
Executive (Customer Experience)
NAVI Technologies Limited
Bangalore, India
02.2022 - 05.2022
- Executed premium customer support services with a focus on enhancing the end-user experience for 500+ clients.
- Resolved complex issues for struggling customers, successfully handling a daily average of 30-50 calls.
- Optimized call management processes, supporting daily customer operations and reducing average handling time by [Number]%.
Senior Associate Operations
WNS Global Services Pvt Ltd
Bangalore, India
09.2018 - 09.2021
- Processed casualty and motor insurance claims for UK-based clients, maintaining a 98% accuracy rate and strict compliance.
- Fostered strong client relationships and consistently met service delivery standards across 50+ monthly claims.
- Safeguarded sensitive data and documentation, implementing workflows that increased efficiency by 80% and reduced errors.
- (Zurich Insurance UK)
Technical Support Engineer (Service Desk)
Hewlett Packard Enterprise (HPE) via Tek Systems
Bangalore, India
03.2016 - 03.2018
- Spearheaded Tier-1 technical support for HPE clients across the AMS (Americas) region, resolving 300+ tickets weekly.
- Executed real-time live monitoring of client cases to ensure rapid response to critical technical issues, maintaining a 99% SLA adherence.
- Directed end-to-end resolution of technical queries via outbound calls and email ticketing systems for 200+ enterprise users.
Technical Support Engineer
Mphasis Limited (Client: HPE)
Bangalore, India
12.2014 - 03.2016
- Administered comprehensive technical support for enterprise clients, seamlessly managing service desk operations for a user base of 200+.
- Facilitated case management lifecycles and maintained clear client communications regarding technical faults, achieving a 95% customer retention rate.
Accounts & Office Assistant
K.P. Sharma & Associates / Raj Kumar Jain & Co.
Guwahati, India
12.2011 - 03.2014
- Coordinated tax documentation, compliance matters, and drafted legal agreements for 100+ clients annually.
- Generated financial statements including balance sheets and profit & loss accounts, ensuring 95% accuracy in financial reporting.
Education
Bachelor of Commerce -
Dispur College, Gauhati University
Guwahati, Assam01-2011
Skills
- Incident Management
- Ticketing Systems
- SLA Management
- Hardware Configuration
- Inbound/Outbound Call Handling
- Email & Chat Support
- Networking
- Ethical Hacking
- AI Tools & Prompt Engineering
- Kotlin Development
Languages
English
Hindi
Nepali
Assamese
Bengali
Skills And Certifications
IT & Customer Support: Incident Management, Ticketing Systems, SLA Management, Hardware Configuration, Inbound/Outbound Call Handling, Email & Chat Support, Networking (Cisco Certified), Ethical Hacking (ZTM Certified), AI Tools & Prompt Engineering, Kotlin Development, Client Relationship Management, Complex Problem Solving, Critical Thinking, Verbal & Written Communication
Core Skills
Incident Management, Ticketing Systems, Inbound/Outbound Call Handling, Email & Chat Support, SLA Management, Hardware Configuration, Networking (Cisco Certified), Ethical Hacking (ZTM Certified), AI Tools & Prompt Engineering, Client Relationship Management, Critical Thinking, Verbal & Written Communication, Problem Solving
Timeline
Customer Support Advisor
Onecom (India) Technologies Pvt Ltd
01.2025 - 12.2025
Executive (Customer Experience)
NAVI Technologies Limited
02.2022 - 05.2022
Senior Associate Operations
WNS Global Services Pvt Ltd
09.2018 - 09.2021
Technical Support Engineer (Service Desk)
Hewlett Packard Enterprise (HPE) via Tek Systems
03.2016 - 03.2018
Technical Support Engineer
Mphasis Limited (Client: HPE)
12.2014 - 03.2016
Accounts & Office Assistant
K.P. Sharma & Associates / Raj Kumar Jain & Co.
12.2011 - 03.2014
Bachelor of Commerce -
Dispur College, Gauhati University