Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sharan Kumar L V

Bangalore

Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Overview

7
7
years of professional experience

Work History

Lead - IT Support Engineer

Coverself
Bangalore
11.2022 - Current
JumpCloudbleshooting hardware and software issues.
  • Created reports on customer complaints and feedback for management review.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.

    • IT Support Engineer

    Navi Technologies
    Bangalore
    11.2021 - 10.2024
    • Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
    • Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
    • Maintained inventory records of all hardware components within the organization's network.
    • Provided technical support to end-users on a variety of computer software and hardware issues.
    • Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
    • Monitored server performance metrics to identify areas of improvement or optimization.
    • Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
    • Documented all activities related to technical support including processes, updates, changes made.
    • Resolved escalated customer service issues in a timely manner.

    Associate

    Sify technologies
    Bangalore
    02.2018 - 12.2020
    • Responsible forthe day-to-day operations atthe examination venues ofKarnataka.
    • Some of my Operational responsibilities include ensuring Resources reach the venue on time, smooth conduct of examination, interaction with the Customer, Escalation Management and closure of the examination.
    • I was the pointof contactfor the RegionalDirector of NINHANSfor the Karnataka region
    • Manpower Sourcing, training, and monitoring of Exam Controllers, Supervisors and Test Administrators.
    • Planning and scheduling ofresources based on the projections shared by the Project Manager
    • Responsible for managing and maintaining the IT peripherals for variousexams that Sifyconducts
    • Auditing Test centers to ensure the required infrastructure is available for conducting exams smoothly and to ensure any Gap in Requirement is met before final signup and execution.
    • Coordination with variousdepartments within the company as well as multiple examinationcenterPOCs for smoothdelivery of the exam.

    Education

    Bachelor of Computer Applications - Computers

    Vijaya College Jayanagar
    Bangalore
    06-2017

    Pre-University -

    Jain College Kanakapura
    Bangalore
    07-2012

    Higher Education -

    Green Valley English Schoo
    Bangalore
    03-2011

    Skills

    • Incident Management
    • Network Security
    • Patch management
    • Operating systems
    • Active Directory
    • Firewall Management
    • Help Desk Support
    • Application support
    • Software Installation
    • Windows Server
    • Mobile Device Management
    • Sophos
    • Manage Engine
    • JumpCloud
    • OKTA
    • Fresh Works Ticketing Tool
    • G-Suit
    • Slack
    • SentinelOne
    • Sophos Firewall

    Languages

    English
    First Language
    Tamil
    Advanced (C1)
    C1
    Telugu
    Advanced (C1)
    C1
    Kannada
    Advanced (C1)
    C1
    Hindi
    Intermediate (B1)
    B1

    Timeline

    Lead - IT Support Engineer

    Coverself
    11.2022 - Current

    IT Support Engineer

    Navi Technologies
    11.2021 - 10.2024

    Associate

    Sify technologies
    02.2018 - 12.2020

    Bachelor of Computer Applications - Computers

    Vijaya College Jayanagar

    Pre-University -

    Jain College Kanakapura

    Higher Education -

    Green Valley English Schoo

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