Sanjay Sharma
Pune
Summary
Commerce graduate with 10+ years of diverse experience, including 4 years in IT. Actively seeking IT related opportunities to hone my technical skills and utilize industry certifications. Focused on delivering impactful results through technology-driven solutions. Committed to professional development and continuous learning.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Application Support Consultant
Veradigm Inc. (formerly Allscripts)
Pune
10.2022 - Current
- Provided application support to US healthcare professionals through CRM tools like Service Now and Salesforce.
- Record & update client incidents or tickets via timely collaboration with concerned stakeholders and troubleshoot issues towards quick resolution.
- Conducted root cause analysis and triaged recurring issues to Pre-Development for bug identification.
- Initiated change requests or data fixes via SQL, for standard changes or known issues.
Senior Associate (Technical Voice)
Vodafone
Pune
10.2021 - 05.2022
- Extend technical support to UK based customers, on their issues related to their mobile phones and other smart devices like tablets, smart watches etc.
- Register and resolve network related issues like slow internet, poor voice call connectivity or other technical issues like mobile data set up (APN), data usage queries, issue of replacement sim cards, arranging repairs for faulty mobile phone devices.
- Refer customers to other departments like cancellations, billing, payments according to the queries.
Associate Closer
Mphasis (Digital Risk)
Pune
01.2021 - 10.2021
- Performing end to end Closing review on re-finance and purchase loans.
Sr. Executive (Voice and Webchat)
Capita Pvt. Ltd.
Pune
04.2018 - 12.2020
- Providing web-based chat support to UK-based telecom customers through inbound voice calls and web chat services.
- Extending technical support and timely resolution towards issues related to mobile data connectivity, port out requests, roaming settings, online surfing, and SIM services, through basic troubleshooting.
Senior Processor
Wipro BPO
Pune
06.2015 - 12.2017
- Processing different types of US Mortgage Loans and handling Post Closing Conventional/FHA/Negative Arm Loans.
Retail Sales Assistant
Shoppers Stop Limited
04.2014 - 05.2015
- Retail Counter Sales
Customer Service Executive. (Voice)
WNS Global Services
11.2012 - 08.2013
- Resolve queries for UK based customers regarding pre-departure, travel issues, and their holiday bookings via inbound calls.
- Achieve monthly quality and AHT targets individually, so as to help contribute to the team targets as well.
Education
B.Com - Commerce
Manghanmal Udharam College of Commerce
Pimpri01-2021
H.S.C - Commerce
Maharashtra Board
Pimpri01-2011
S.S.C -
Maharashtra Board
Pimpri01-2009
Skills
- Incident response or ticket management
- Technical support and troubleshooting
- Two-factor authentication
- Access request management
- Problem solving and attention to detail
- Communication and Inter-personal skills
- Change management
- CRM software expertise
- Identity and Access management
- Azure active directory
Certification
Microsoft Certified: Azure Administrator Associate AZ-104.
Timeline
Application Support Consultant
Veradigm Inc. (formerly Allscripts)
10.2022 - Current
Senior Associate (Technical Voice)
Vodafone
10.2021 - 05.2022
Associate Closer
Mphasis (Digital Risk)
01.2021 - 10.2021
Sr. Executive (Voice and Webchat)
Capita Pvt. Ltd.
04.2018 - 12.2020
Senior Processor
Wipro BPO
06.2015 - 12.2017
Retail Sales Assistant
Shoppers Stop Limited
04.2014 - 05.2015
Customer Service Executive. (Voice)
WNS Global Services
11.2012 - 08.2013
B.Com - Commerce
Manghanmal Udharam College of Commerce
H.S.C - Commerce
Maharashtra Board
S.S.C -
Maharashtra Board