Priyanka Sharma
Hyderabad
Summary
- Total Experience of 5+ years of in providing customer support services to tech giant companies like Amazon and Infosys. I also possess strong multi-tasking skills, with ability to simultaneously manage several projects and schedules. First time solution providers for sellers, customers, Tech savvy and efficiency focused.
- Ability to embrace constant change with flexibility and good grace
- Demonstrating effective, clear and professional written and oral communication and attention to detail
- Ability to multi-tasking
- Demonstrating appropriate sense of urgency for contact response time in the face of variable workflow
- Demonstrating effective communication, composure, and professional attitude
- Embracing constant change with flexibility and good grace
- Enthusiastic and self-motivated
- Able to work within a cross-functional team
- Language profiency: English, Hindi, Bengali
Overview
8
8
years of professional experience
Work History
Senior Associate
Tech Mahindra
01.2024 - Current
- Broadband upgradation services, handling customers troubleshooting broadband and PSTN and the billing queries
- Experiences in Windows and Mac troubleshooting, working in AD, in creating local admin account and also handling updating drivers, JAMF Pro, SSCM, remote Desktop, password Vault (cyberark), Cisco Duo, setting up MFA account for users, Yubikey set up, Waypoint (Service Now), handling users in store
- Handling in Azure portal and google cloud
- Managed data in Azure creating accounts adding groups authenticating MFA Google cloud - managing cloud storage.
Technical Support Engineer
Outtask
12.2024 - 04.2025
- Assisted customers with troubleshooting software and hardware issues.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Collaborated with teams to solve technical customer problems across product suites.
- Tool experienced with SNOW, AD, Microsoft Outlook, Microsoft Exchange, DL, Shared Mailbox, Password Vault
Associate
Amazon
02.2019 - 08.2023
- Providing prompt and efficient service to Amazon Sellers through email
- Working with multiple technology applications and features to resolve Seller issues
- Demonstrating ownership of every Seller interaction to achieve successful first time resolution on all contacts
- Demonstrating effective, clear and professional written and oral communication and attention to detail
- Customer service oriented
- Maintaining a positive and professional demeanor
- Effectively managing sensitive issues
- Achieving and maintaining predefined performance metrics goals such as customer satisfaction, quality, productivity, first contact resolution, and attendance
- Providing prompt and efficient service to United States customer
- Responds to client inquiries
- Provides technical support to users
- Troubleshoots hardware and software issues
- Provides instructions or directly sets up desktop hardware
- Assists with installation of computer software and operating system updates
- Responsible for technical assistance and resolving issues related to desktop computers, software applications, hardware peripherals, and network connectivity.
Desktop Support Engineer
Infosys Limited
06.2017 - 01.2019
- Achieving and maintaining predefined performance metrics goals such as customer satisfaction,
- quality, productivity, first contact resolution, and attendance
- Providing prompt and efficient service to United States customer
- Responds to client inquiries
- Provides technical support to users
- Troubleshoots hardware and software issues
- Provides instructions or directly sets up desktop hardware
- Assists with installation of computer software and operating system updates Responsible for technical assistance and resolving issues related to desktop computers, software applications, hardware peripherals, and network connectivity.
Education
BACHELOR OF CHEMICAL ENGINEERING -
ULUBERIA, WEST BENGAL01.2017
DIPLOMA IN PLASTIC ENGINEERING -
HALDIA, WEST BENGAL01.2014
Skills
- STRONG INTERPERSONAL & COMMUNICATION SKILLS
- MS OFFICE SUITE
- ABILITY TO WORK COLLABORATIVELY AS PART OF A TEAM
- PROBLEM SOLVING
- LEADERSHIP
- METICULOUS ATTENTION TO DETAIL
- EXCELLENT ORGANIZATIONAL SKILLS
- POISED UNDER PRESSURE
- Technical support
- Windows administration
- Customer service
- Mac administration
Hobbies and Interests
Travelling, listening to music
Languages
6,C2,6,C2
Websites, Portfolios and Profiles
https://www.linkedin.com/in/priyanka-sharma-69a74b22b/
Personal Information
- Title: SENIOR ASSOCIATE
- Nationality: Indian
- Gender: Female
- Date of Birth: 26/06/1995
Timeline
Technical Support Engineer
Outtask
12.2024 - 04.2025
Senior Associate
Tech Mahindra
01.2024 - Current
Associate
Amazon
02.2019 - 08.2023
Desktop Support Engineer
Infosys Limited
06.2017 - 01.2019
BACHELOR OF CHEMICAL ENGINEERING -
DIPLOMA IN PLASTIC ENGINEERING -
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