Swati Sharma
Gurugram
Summary
Accomplished Senior Professional II at Capgemini with a proven track record in enhancing customer experiences for premium accounts like Salesforce. Expert in managing Cisco Collaboration products and leveraging tools like Power BI and SQL for data insights. Demonstrated leadership in transitioning to Salesforce Console and mentoring teams, showcasing strong analytical and interpersonal skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Professional II
Capgemini
04.2021 - Current
- Serve as Designated Services Manager for Cisco, managing WebEx, WebEx Calling, WebEx Contact Center, and Cisco Collaboration products both on-premises and in the cloud (UCCE, PCCE, UCCX)
- Enhance customer experiences for Cisco's premium accounts, including Salesforce and Bank of America
- Notify customers of known incidents or impacts and resolve basic technical and design queries
- Assist customers with case handling and escalate cases when necessary
- Collaborate with business units/engineering for customer experience improvements, feature requests, and bug fixes
- Conduct Service Reviews and present data monthly or quarterly upon customer request
- Facilitate weekly/bi-weekly meetings with clients to address ongoing issues and action items
- Managed internal tool migration from ServiceNow to Salesforce Console
- Utilized SQL for data manipulation on Snowflake for data migration across datasets
- Developed automated tasks for new account additions in daily tables pushed to Salesforce Console
- Created Power BI Dashboards for leadership to highlight business insights
Technical Solutions Leader
Altran Technologies
11.2015 - 04.2021
- Worked in the Cisco TAC Team managing CUBE, CUCM, CME, SIP, MGCP, H323, CUC, Jabber, IM and Presence
- Assisted customers in resolving complex and technical issues and handled escalations
- Served as Technical Lead for 1.5 years, providing technical guidance, training team members, and maintaining lab operations for testing and training
- Participated in the interview process to recruit new talent, assessing candidates on technical parameters
Senior Analyst
HCL Technologies Ltd.
10.2013 - 10.2015
- Worked as Cisco CMS for Bank of America's Video Telepresence Team
- Monitored incident management tools and responded to generated alarms
- Assisted customers with technical queries and worked with Cisco Telepresence Devices
- Mentored new team members
Education
B.Tech/B.E. -
Panjab University
01.2013
12th Grade - English
CBSE
01.2009
10th Grade - English
CBSE
01.2007
Skills
- WebEx
- WebEx Contact Center
- WebEx Calling
- CUBE
- Session Border Controller
- SIP Protocol
- CUCM
- Unity Connection
- UCCE
- UCCX
- IM and Presence
- Cisco Unified Communications Manager
- Power BI
- SQL
- Snowflake
Certification
CCIE - Collaboration, 02/26
Phone
+91, 7087477107
Languages
- English
- Hindi
- Punjabi
Extracurricular Activities
Actively engaged in doodling, cooking, and reading books.
Hobbies and Interests
- Doodling
- Cooking
- Reading Books
Social Links - Linkedin
https://www.linkedin.com/in/swati-sharma-aa386aab/
Key Skills
WebEx, WebEx Contact Center, WebEx Calling, CUBE, Session Border Controller, SIP Protocol, CUCM, Unity Connection, UCCE, UCCX, IM and Presence
Timeline
Senior Professional II
Capgemini
04.2021 - Current
Technical Solutions Leader
Altran Technologies
11.2015 - 04.2021
Senior Analyst
HCL Technologies Ltd.
10.2013 - 10.2015
B.Tech/B.E. -
Panjab University
12th Grade - English
CBSE
10th Grade - English
CBSE
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