SHUBHANK SHARMA
Technical Support - Level 3
Nagpur
Summary
Seeking for a work where my communication and presentation skills can be utilized in the best possible manner. Some of the key abilities being:- Good Communication Skills. Relationship Management, Customer Service, Team Management etc.
Proficient in technical support-related performance indicators and Service Level Agreements (SLAs), with a deep understanding of CRS, GDS, OTA, and channel managers such as STAAH and Rategain. Experienced in managing Payment gateways like Freedompay, Merchant link, Shift4, and CRM platforms like Zendesk and Salesforce. Additionally, proficient in tools like Postman, Charles, and Jira.
• Customer Relationship Management: Skilled in understanding client requirements and fostering continuous interaction to address concerns and enhance service levels effectively.
• Operations Management: Experienced in analyzing production metrics, devising strategies, and promptly resolving customer issues. Proficient in setting targets and action plans to ensure operational efficiency.
• Process Management: Capable of identifying areas for improvement and implementing measures to significantly enhance customer satisfaction levels.
• Leadership Skills: Proven ability to build and lead effective teams, fostering cooperation, and maximizing productivity. Experienced in recruiting and training employees to enhance operational efficiency and team effectiveness.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Technical Support Team Leader - L3
Hotel Key Pvt. Ltd.
Nagpur
05.2023 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Installed and configured operating systems and applications.
- Established performance metrics to monitor progress and identify areas for improvement, driving continuous enhancement in service delivery.
- Designed user-friendly documentation for customers, simplifying self-help resources and reducing inbound support requests.
- Led weekly meetings to discuss ongoing challenges, fostering open communication within the team.
- Managed high levels of call flow and responded to Type technical support needs.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Streamlined team workflow for increased productivity through regular training sessions and performance evaluations.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with cross-functional teams to improve product quality, reducing the number of support requests.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Level 2 Technical Support Representative
Hotel Key Pvt. Ltd.
Nagpur
02.2022 - 05.2023
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Installed and configured operating systems and applications.
- Served as an escalation point for complex technical issues, providing expert guidance and recommendations for resolution.
- Reduced ticket backlog through proactive follow-ups and diligent case management, increasing overall team productivity.
- Documented support interactions for future reference.
- Managed high volume support tickets, maintaining efficient response times and high-quality resolutions.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Worked closely with account management teams to identify upsell opportunities and provide ongoing technical support for key clients.
Level 1 Technical Support Representative
Hotel Key Pvt. LTD.
Nagpur
10.2019 - 02.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment.
- Led training sessions on newly implemented software platforms, boosting employee confidence and proficiency in using these tools effectively.
Education
B.Com - Business Economics
Hislop College
Near Chitnavis Centre - Lawn, Civil Lines, Nagpur 05.2011 - 12.2014
Class 12th - Commerce
V.M.V. College
Central Avenue Road, Wardhaman Nagar, Nagpur 01.2010 - 04.2011
Class 10th -
Vidya Niketan Convent
Nagpur, MaharashtraSkills
Efficient knowledge of MS Office Suite, basics of hardware and good experience of Internet related ApplicationsWorked on Mac as well as Windows Operating Systems professionallyAcknowledged to almost all the Social Networking Sites
Remote Support
Customer Service
Technical Support
Incident Management
Escalation Handling
Software Knowledge
Hardware diagnostics
Network diagnostics
Application support
User credential management
Technical Troubleshooting
Ticket management
Call Center Operations
Ticket support system management
Mac systems
Application installations
Online Chat Support
Call Management
Hardware Configuration
Support SOP Writing
Team building
Contact Address
754, Deshpandey Layout, Nagpur, 08
Personal Information
Date of Birth: 12/14/93
Extracurricular Activities
Secretary in the English Literature Society of the College Mr. Fresher and Class Representative for the academic year 2011-2012 in College Anchoring of Events and participation in Fashion Show and Dance
Disclaimer
I, hereby declare that the above information is true to my best knowledge.
Timeline
Technical Support Team Leader - L3
Hotel Key Pvt. Ltd.
05.2023 - Current
Level 2 Technical Support Representative
Hotel Key Pvt. Ltd.
02.2022 - 05.2023
Level 1 Technical Support Representative
Hotel Key Pvt. LTD.
10.2019 - 02.2022
B.Com - Business Economics
Hislop College
05.2011 - 12.2014
Class 12th - Commerce
V.M.V. College
01.2010 - 04.2011
Class 10th -
Vidya Niketan Convent