Prince Kumar Sharma
IT Support Analyst
Chapra
Summary
With a proven track record, excel in remote support and fostering team growth, enhancing first contact resolution rates by mentoring in advanced problem-solving. Skilled in incident management and exceptional communication, I drive continuous improvement and customer satisfaction through effective training and technical expertise.
Overview
3
3
years of professional experience
Work History
Senior Technical Support Analyst
Accenture
Bengaluru
09.2024 - Current
- Conducted regular training sessions for junior analysts, fostering a culture of continuous learning and professional development.
- Volunteered as a subject matter expert to provide training to new hires and peers, resulting in a more knowledgeable support team.
- Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
- Shared best practices within the team which resulted in a more skilled workforce capable of handling complex cases.
Infrastructure Support Analyst
DXC Technology
09.2022 - 05.2024
- Collaborated with cross-functional teams to ensure seamless integration of new systems and applications.
- Worked in team-driven environments and communicated effectively with stakeholders.
- Responded swiftly to security incidents, coordinating incident response efforts across relevant stakeholders for a prompt resolution.
- Augmented overall system stability by performing thorough root cause analysis on reoccurring issues and implementing long-term solutions.
- Delivered training sessions to team members on various aspects of infrastructure support, enhancing their skills and expertise.
Technical Support Engineer
Hp Inc
09.2021 - 09.2022
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Education
Bachelor of Computer Applications - Computer
Chandigarh University
Mohali, India 04.2001 -
Skills
Remote Support
Incident Management
Training program management
Customer Service
Mobile Device Management
Hardware Configuration
Application troubleshooting
Desktop support
Excellent Communication
Active Directory Management
Office 365 troubleshooting
Service Level Management
IT Asset Management
Timeline
Senior Technical Support Analyst
Accenture
09.2024 - Current
Infrastructure Support Analyst
DXC Technology
09.2022 - 05.2024
Technical Support Engineer
Hp Inc
09.2021 - 09.2022
Bachelor of Computer Applications - Computer
Chandigarh University
04.2001 -
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