Rhythm Sharma

• Monitoring servers and applications to ensure smooth performance in Azure and on-premises environments
• Managing IT service desk operations and resolving technical and non-technical issues for internal users.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
• Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
• Completed software updates and assessed security patches for optimized computer use.
• Resolved issues related to operational components for LAN, WAN and voice systems.

• Provided Tier 1 IT support through the SNOW platform, resolving incidents and delivering proactive solutions.
• Monitored and maintained server performance, addressing complex technical challenges.
• Supported new hires through training sessions focused on ticket management and technical troubleshooting.

Managed customer complaints received via email regarding product-related concerns. Identified problems, provided resolutions, and ensured customer satisfaction.

Shifted from handling email-based complaints to monitoring and addressing customer feedback on social media platforms

Customer Engagement & Resolution: Collaborated with customer relations teams to analyze feedback, investigate concerns, and provide prompt solutions for escalated cases

Collaborated closely with product development teams and other stakeholders.

Resolved the L1 level of Support incident and helped engineers work seamlessly.