SHIVA SHARMA

• Defined KPI targets to maintain solid standards of work in retail team.
• Managed resources to yield high Return On Investment (ROI), raising cost-effectiveness.
• Generated, maintained and updated list of potential sales leads.
• Analysed competitor performance and market trends to inform sales forecasting.
• Directed daily operations to achieve maximum output and reduce costs.

• Resolved employee relations issues and navigated disciplinary proceedings.
• Fostered positive employee relationships through communication, training and coaching.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Led shifts and motivated team to drive sales.
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.

• Identified and recommended cost-effective technology solutions.
• Directed installation and configuration of computer hardware, operating systems and applications.
• Led infrastructure projects to install and upgrade various systems.
• Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
• Managed team of IT support technicians, developing workflows and processes.
• Identified skill gaps and restructured IT team, increasing department capabilities.
• Led ongoing management and improvement of end user device management service to 30 users.

Documented support calls and resolutions for professional records.

• Responded to and resolved tickets promptly, eliminating service user downtime.
• Updated service users on ticket progress, escalating urgent issues for swift action.
• Developed a robust patching regime for optimum server, storage, network and desktop environments.
• Logged tickets and provided constructive correspondence until resolution.
• Investigated, diagnosed and remedied diverse hardware issues within fixed service-level agreements.
• Provided prompt support to internal and customer-facing IT infrastructure.
• Serviced and maintained multifunction print and document devices.
• Maintained up-to-date technical knowledge and certifications for compliant IT services.
• Managed and implemented all new software, systems and solutions.
• Installed, configured and maintained high-performing multiplatform technologies.

• Organised workspaces for employees with computer, monitors and associated cabling or equipment.
• Responded to and resolved tickets promptly, eliminating service user downtime.
• Documented support calls and resolutions for professional records.
• Improved network efficiency by installing and configuring new hardware and software.
• Prepared equipment for staff use, installing cables, operating systems, and software.
• Streamlined troubleshooting process for faster problem resolution.
• Coordinated with vendors during procurement of IT hardware and software, ensuring best value for money spent.
• Enabled upgrades to internal and external systems for consistent infrastructure security.