Kushal Sharma
Gurgaon
Summary
Adept Senior Application Support Engineer with a proven track record at COFORGE, where I spearheaded the resolution of over 150 technical faults monthly, enhancing system efficiency through custom scripting. Skilled in Java and incident management, my collaborative approach and analytical prowess have driven significant improvements in application support and client satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Application Support Engineer
COFORGE
11.2022 - Current
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Investigated and resolved more than 150 technical faults every month ensuring smooth conduct of business
- Coordinated with 5+ cross-functional teams to troubleshoot and resolve issues
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Participated in system development life cycle from requirements analysis through system implementation.
- Analyzed and developed technical solutions to meet business requirements.
IT Analyst
StarTek
02.2022 - 10.2022
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Senior Associate
HCL Technologies
03.2018 - 11.2021
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Trained and supported new team members, maintaining culture of collaboration.
- Drafted common document templates to reduce time spent creating documents from scratch.
Education
B.tech - Mechanical Engineering
Virendra Swaroop Group of Institutions
Kanpur06-2016
Skills
- Operating systems
- Incident management
- Java
- SQL
- Service now
- System Configuration
- Application monitoring
- Server maintenance
- Scripting languages
- New relic monitoring
Certification
- Azure Fundamentals: Cloud Computing
- Azure Fundamentals: The Ecosystem
- Global Compliance Module
Languages
English
Hindi
Timeline
Senior Application Support Engineer
COFORGE
11.2022 - Current
IT Analyst
StarTek
02.2022 - 10.2022
Senior Associate
HCL Technologies
03.2018 - 11.2021
B.tech - Mechanical Engineering
Virendra Swaroop Group of Institutions
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