Hritvik Sharma
Bareilly
Summary
Dedicated and customer-focused Technical Support Specialist with strong troubleshooting skills and a solid understanding of hardware, software, and networking concepts. Proven ability to resolve technical issues efficiently, provide clear user guidance, and maintain high levels of customer satisfaction. Experienced in ticketing systems, remote support tools, and working in fast-paced IT environments. Zeal to learn new technology and skills as per the organization requirement and execute it in best way.
Overview
2
2
years of professional experience
Work History
Service Desk Analyst
NTT Data & Services
NOIDA
02.2025 - 04.2025
- As a Service Desk Analyst in IT support, I am acting as the first point of contact for users experiencing technical issues. Our primary goal is to ensure that IT services run smoothly and that users receive timely assistance. Knowledge of Service Requests fulfillment and incident Management. Knowledge about Technical Troubleshooting. Knowledge about ServiceNow. Bit locker and data encryption. Familiarity with Ticketing systems (Like ServiceNow) Monitoring and Reporting about potential issues with IT systems. Exceptional records of providing first-call resolution to the user from my end and to always maintain the SLA's and KPI's.
Technical Support Specialist (CS)
Amazon Development Centre (India) Private Limited
Remote
07.2023 - 01.2025
Handling both domestic and international customers through calls & e-mail support. Technical troubleshoot of Amazon application by guiding troubleshooting steps to customers over call.
Troubleshot technical issues and provided on-site technical support
Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support.
Education
B.COM (Hons.) -
Rohilkhand University
Bareilly01.2022
12TH Standard -
Woodrow school
Bareilly01.2019
10TH Standard -
Jingle Bells Public School
Bareilly01.2017
Skills
- Communication
- Technical
- Troubleshooting
- ServiceNow
- Ticket Handling
- Incident Management
- Microsoft Office
- Problem Solving & Analytical Skills
- Knowledge of Service Requests fulfillment and incident Management
- Knowledge about Technical Troubleshooting
- Knowledge about ServiceNow
Websites
Accomplishments
Runner up Team - Uttar Pradesh Inter - University cricket Tournament.
Participated in inter-college tech fests and IT quiz competitions
Timeline
Service Desk Analyst
NTT Data & Services
02.2025 - 04.2025
Technical Support Specialist (CS)
Amazon Development Centre (India) Private Limited
07.2023 - 01.2025
B.COM (Hons.) -
Rohilkhand University
12TH Standard -
Woodrow school
10TH Standard -
Jingle Bells Public School
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