Shivi Sharma

• Assist in resolving complex issues and enhancing support across IT functions, including operational support, application support, and service delivery.
• Support the planning, execution, and delivery of IT services and project initiatives, providing timely updates to management and stakeholders.
• Actively involved in end-to-end IT service management, with hands-on experience in Incident Management, Problem Management, Change Management, and Service Request Fulfillment, aligned with ITIL practices.
• Define taxonomies, configure workflows, and implement continuous process enhancements in ITSM tools such as Salesforce (Service Cloud/ITSC) and BMC Remedy to optimize service delivery and operational efficiency.
• Collaborate with Enterprise Engineering teams (Supply Chain, Event Operations, Corporate Networking, Infrastructure) and key business stakeholders to ensure strategic alignment and clear communication across initiatives.
• Contribute to the continuous improvement of Service Level Agreements (SLAs) and maintain high service quality in alignment with organizational goals.
• Analyze regional trends and generate data-driven insights to support IT service owners in strategic decision-making and ongoing service improvements.
• Identify emerging issues, process inefficiencies, and service gaps; communicate findings and coordinate with cross-functional teams to drive resolution.
• Assist in managing and prioritizing IT escalations, ensuring timely and effective resolution of high-impact service issues.

• Lead innovation projects focused on Generative AI/ML, including automation of Problem Management workflows, quality defect detection, and contributing to the design and testing of user support portals and conversational AI bots.

• Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.

• Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organisation’s desktop computing, mobile devices and application system environment (whether locally at the Helpdesk or remotely).

• Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.

• Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems.

• Act as a stakeholder for driving enhancements and improving support for all IT

• Drive internal communication and priority within the business and to ensure consistency across the Organization.

Project manage specific IT components related to operational goals (new offices, office relocations, retrofit & decommission)

• Completed Datacom's IT support simulation, mastering ITIL incident management (logging, categorization, escalation) while

resolving a complex network outage through analytical troubleshooting.

• Installed and maintained over 50 enterprise servers, workstations, laptops, and desktops for seamless operations.
• Performed Windows installation and configuration to optimize performance.
• Troubleshot desktop issues including BSOD, driver conflicts, and application errors.
• Supported video conferencing systems and AV equipment in meeting rooms.
• Assisted with IT asset management and tracked inventory effectively.
• Created user guides and documentation for common IT procedures.

• Managed end-to-end IT infrastructure to maximize user productivity and service efficiency.
• Acted as liaison between end users and support teams for seamless IT operations.
• Facilitated high availability of IT infrastructure through strategic oversight and coordination.