Manish Sharma
New Delhi
Summary
Results-driven Technical Support Analyst with 5+ years of experience in troubleshooting hardware and software issues. Expert in network configurations and software applications, with a talent for communicating technical concepts to non-technical users. Proven track record of improving resolution times and enhancing customer satisfaction. Committed to continuous learning and adapting to new technologies.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
Udemy India LLP
04.2022 - Current
- Automation of Onboarding and Offboarding.
- Worked with HR, and Legal to streamline the contractor onboarding process.
- Handling all agent and contractor onboarding/offboarding and support.
- Managing Service Desk team in India.
- Managed and provided support for JAMF, Azure AD, Intune, OKTA, and VDI systems.
- Interacting directly with department heads to identify the needs.
- Working on macOS, Windows, iOS, and SaaS services and tools.
- Collaborated with external clients to develop and execute intricate solutions and tackle challenging technical/process issues.
- Streamlined the procedures for account provisioning and deprovisioning.
- Add, change, and delete access via access management tools.
- Collaborate on the team, department, and company-wide IT-owned initiatives.
- Creating documents on Confluence for IT support knowledge base.
- Managing Google Server, Okta Server, 2FA Admin, Adobe Admin, Azure Admin, Microsoft Admin, and Apple Admin.
- Managing Vendors across APAC region remotely.
- Collaboratively working with the leads based in Dublin and the US.
- Ensured smooth operation of critical platforms such as Okta, Google Workspace, Slack, Salesforce, Atlassian, and Zendesk.
- Meeting Room management using Zoom Admin.
Technical Support Analyst
IBM India
05.2019 - 10.2021
- Working as a Technical Analyst, managing the Oracle and VPN services. Also troubleshooting network issues.
- Configuring Windows firewall program exceptions and port exceptions.
- Managing the day-to-day operations and in depth troubleshooting escalated by 1st level support team.
- Checking backups, scheduler, and dumps on a daily basis so that the reporting of customers must be done before the deadline.
- Managing tickets to meet the SLAs.
- Part of resolver group for Oracle and VPN services
- One-on-one performance coaching and personnel development for the team. Maintaining a good standard of providing information internally, as well as with customers regarding ongoing issues.
- Handling the VPN queries and enrolment for the customers. Deal with customers through chats, emails and calls.
- Training for VPN and Oracle.
Technical Support Advisor
Teleperformance India, Adobe Process
08.2018 - 04.2019
- Working as a Technical Advisor for Adode customers.
- Installation of propriety Adobe software.
- Supporting Adobe photo applications.
- Call and chat support for Adobe Customers
- Working in the billing department for Adobe Teams subscription and Enterprise users.
Education
B.Tech. - Computer Science
Dronacharya College of Engineering
Gurgaon, India08-2012
Skills
- Okta Admin
- Azure, Intune Admin
- Salesforce Admin
- Apple DEP
- Google Server
- Exchange Server
- Incident Management
- WebEx Admin
- Zoom Admin
- Skype for Business
- Box Admin
- Slack Admin
- Google DUO 2FA
- Active Directory
- MAC OS
- IT service management
- IOS
- Putty
- Hardware troubleshooting
- Hardware Upgrade
- Accessories
Languages
English
Advanced (C1)
C1
Hindi
Bilingual or Proficient (C2)
Timeline
IT Service Desk Analyst
Udemy India LLP
04.2022 - Current
Technical Support Analyst
IBM India
05.2019 - 10.2021
Technical Support Advisor
Teleperformance India, Adobe Process
08.2018 - 04.2019
B.Tech. - Computer Science
Dronacharya College of Engineering
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