Summary

Overview

Work History

Education

Skills

Work Availability

Software

Timeline

Hi, I’m

Papendra Sharma

Manager of Technical Support

New Delhi,DL

Summary

Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, roadmapping and team development. Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 7-year record of building positive relationships with internal and external stakeholders.

Overview

years of professional experience

years of post-secondary education

Work History

Cube Software Pvt Ltd

Manager Of Technical Support

11.2009 - Current

Job overview

Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
Mentored junior support staff, fostering a culture of collaboration and learning within the team.
Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
Collaborated with cross-functional teams to identify and resolve systemic product issues.
Developed comprehensive training programs to continuously upskill the technical support team.
Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
Supported new product launches through seamless integration of new technologies into existing support frameworks.
Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
Streamlined support processes for improved efficiency and faster response times.
Improved customer relationships through proactive communication and follow-ups on resolved issues.
Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
Kept abreast of industry trends by participating in workshops, conferences, and other professional development activities.
Analyzed support trends to identify opportunities for product enhancements or additional training resources.
Tracked KPIs and created continuous improvement plans.
Analyzed and developed service goals for blended Call centre solutions
Increased customer satisfaction ratings to 98%.
Increased customer satisfaction ratings t0 99%.
Developed and implemented training initiatives for new hires.
Managed customer contact center with 1000 and above support representatives.
Oversaw development and implementation of improvements to support network operations.
Wrote strategic business plans outlining need for departmental information technology resources.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Communicated regularly with customers concerning data exchange and technology integration.
Liaised with other departments to minimize network interruptions and possible downtimes.
Implemented and maintained technology and software budget.
Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Analyzed network security and current infrastructure, assessing areas in need of improvement.

Education

Govt Inter College
Bulandshahr, India

High School Diploma

04.2001

University Overview

BCA
PTU

BCA from Computer Science

04.2005 - 06.2008

University Overview

Skills

Staff Training

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Availability

See my work availability

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Software

Good Knowledge MS-SQL

Configure multiple vendors firewall like-SOPHOS, Fortinet

Good Knowledge Microsoft Server Based OS

Configure PHP routing through IIS

Working multiple Service provider for telecom and VOIP minutes configuration