Cricket
Inder Mohan Sharma
IT Manager
New Delhi
Summary
Experienced Assoc. Tech. Support Manager with over 15+ years of experience in IT HealthCare. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Associate Technical Support Manager
Optum Global Solutions (IND) Pvt. Ltd.
Noida, Uttar Pradesh
03.2020 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
- Participated in team-building activities to enhance working relationships.
- Resolved problems, improved operations and provided exceptional service.
- Developed team communications and information for meetings.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Adhered to social distancing protocols and wore mask or face shield.
- Maintained energy and enthusiasm in fast-paced environment.
- Collaborated with team members to achieve target results.
- Prepared variety of different written communications, reports and documents.
- Identified issues, analyzed information and provided solutions to problems.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Increased customer satisfaction by resolving issues.
Senior Technical Support Engineer
Optum Global Solutions (IND) Pvt. Ltd.
Gurugram, Haryana
10.2007 - 02.2020
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Delivered Tier-3 support and SME input to internal and external customers.
- Gathered trend data from customer calls and interactions.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Researched new tactics to better hone responses and shorten remediation times.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
FMS Engineer
CMS Computers Ltd
New Delhi
04.2006 - 10.2007
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with team members to achieve target results.
- Resolved problems, improved operations and provided exceptional service.
FMS Engineer
PCS Technology Ltd.
New Delhi
07.2005 - 04.2006
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Helped streamline repair processes and update procedures for support action consistency.
- Resolved problems, improved operations and provided exceptional service.
- Collaborated with team members to achieve target results.
Education
Bachelor of Computer Applications -
Mahatma Gandhi University
Delhi, India 01.2013 - 12.2015
Diploma in Computer Engineering -
Ambedkar Polytechnic
Delhi, India 07.2002 - 07.2005
Skills
Technical Support Management
Technical support knowledge
Technical support escalations
On-Site Technical Support
Remote Technical Support
Technology support
Accomplishments
- Collaborated with team of 30+ in the development of Replacement Computer Program.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
Interests
Music
Travel
Timeline
Associate Technical Support Manager
Optum Global Solutions (IND) Pvt. Ltd.
03.2020 - Current
Bachelor of Computer Applications -
Mahatma Gandhi University
01.2013 - 12.2015
Senior Technical Support Engineer
Optum Global Solutions (IND) Pvt. Ltd.
10.2007 - 02.2020
FMS Engineer
CMS Computers Ltd
04.2006 - 10.2007
FMS Engineer
PCS Technology Ltd.
07.2005 - 04.2006
Diploma in Computer Engineering -
Ambedkar Polytechnic
07.2002 - 07.2005