SWATI SHARMA
Bangalore
Summary
Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company, organization, or institution.
A customer-oriented and excellent communicator with 1 year and 3 months of experience as a Junior Technical Executive from November 2013 to January 2015. Worked as a Helpdesk Consultant (Active Directory, Ivanti Ticketing Tool, BMC Remedy, Service Desk Plus, and other process-related tools) from September 2017 to May 2018. Worked as a Senior Coordinator and student counselor (Teacher’s Spoken English Trainer, admin, and worked on the implementation of creative methods of teaching) from June 2018 to April 2019. Currently working as a Senior Prod Compliance Specialist at Amazon Development Centre. Talented Executive with many years of driving corporate success through analytics and cost-benefit analysis. Engages with staff and customers to foster positive corporate image. Identifies and promotes team contributors to facilitate growth. Serves as mentor to newer staff, closing knowledge gaps, and driving performance.
Overview
12
12
years of professional experience
Work History
Senior Prod Compliance Specialist
Amazon Development Centre
Bangalore
07.2019 - Current
- Working with Restricted Product Compliance.
- Working with Operations to articulate and prioritize the quality needs of Restricted Products investigation.
- Reviewing the ASIN with help of certain tools- RPC and CPP.
- Having a check on the products if being compliant to sell online based on the country’s norms and adhering the SOP.
- Maintaining the work efficiency with high quality of result.
- Identify operational shortcomings and outline to improvise process workflow by partnering with cross functional teams to develop new solutions/build change management strategy.
- Assessing the business processes to ensure that operating information is accurate, risks are identified and managed, systems of management and control are functioning, and resources are effectively and efficiently used.
- Developing measurable benchmarks and reports to evaluate the team direction and progress.
- Amazon Development Center Bangalore – Senior Prod Compliance. The Restricted Products Program has the charter of protecting Amazon customers from illegal and illegally marketed products and proactively satisfying Amazon’s regulatory obligations with respect to those products. The Program encompasses both the technology and the process used to manage restricted products on Amazon. It has a worldwide charter and is owned by Retail Systems with stakeholders across Legal, Retail, Seller Services and Operations.
Helpdesk Consultant
NTT DATA Global Delivery Services
09.2017 - 05.2018
- Took calls from the customer based on the hardware issues.
- Closely monitored the Priority calls.
- Worked on the ticketing tool with the proper documentation and routing to the concerned IT team.
- Co-ordinated with Windows, Data Centre, Networking and other IT team.
- Conveyed the client requirements to the team with regards to the process.
- Provided quality customer service on every call.
- Communicated clearly and effectively with customers.
- Answered customers questions, as well as question participants to obtain full understanding of what information is being requested.
- Document all calls with regards to participant inquiries accurately using Call Tracking System.
- Attaining daily, weekly and monthly targets specified by the process.
- Adhering to the schedule as prescribed by the TL.
- Attending escalation calls apart from taking normal calls.
- Providing the feedback to the process manager at the end of the day.
Junior Technical Executive
NTT DATA Global Delivery Services
11.2013 - 01.2015
- Worked as Junior Technical Executive in Cloud Infrastructure Services.
- Project: KAMCO (VTS).
- Worked on Incident, Service call and Change management by using BMC.
- Managed the clients IT infrastructure under various competencies like Incident, Change, Reporting and Service Level Management using ITIL concepts.
- Server and Application Monitoring.
- Followed Escalation Matrix.
- Monitored Axapta files of bank transactions on daily basis and created EOD reports.
- Documented the dynamic process of work.
- Monitored the production environment with different consoles.
- Handled tickets and worked on SD PLUS tool.
- Coordinated with technical team and customer on outage windows.
- Good experience on preparing reports like shift report, activity status report etc.
- Experience on L1 Incident Management.
- Monitored and worked on Wintel based tickets along with VMware, Storage, SQL, Network and other tickets and tasks related to customer’s proprietary application.
- Triaging tickets and following up on open tickets.
- Monitored, logged tickets, resolved tickets based on SOPs, escalated issues to L2 and L3.
- Adhered to SOPs, defined escalation matrices and procedures.
- Updated SOPs and provide inputs to improve them.
- Complied strictly to the ticket documentation and reporting formats.
Education
MBA - Project Management
Manipal University, Jaipur
Jaipur03-2025
B.COM - Finance
Presidency College
Bangalore01.2013
Cloud Computing - Basics in IT Infrastructure
NTT DATA
01.2013
B.Ed - English & Commerce
Sanjay Gandhi College of Education
01.2016
Class XII - All
Stella Maris Convent School
Sultanpur, U.P.01.2010
Class X - All
Stella Maris Convent School
Sultanpur, U.P.01.2008
Skills
- Basic knowledge of networking
- Certified in Cloud Infrastructure Services from NTT DATA GDS
- ITIL V3 Foundation Level- Change Management, Problem Management, Incident Management
- Operating Systems: Windows 2000, Windows XP, Windows Vista, Windows 2007, Windows 8, Windows 10
- Office Package: Microsoft Word, Excel, Powerpoint, Tally 9 ERP, Microsoft Outlook
Areas Of Interest
- Paraprofessional Work Experiences
- Creative writing
- Traveling to different places for adventure
- Sports (Walking, Exercise, Running, Badminton)
- Reading
- Art and craft, music (playing, listening)
- Work with the people who realize my potential and look forward to work with me
- Leadership Activities
- Presentations
- Research and Development
Languages
- English
- Hindi
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Senior Prod Compliance Specialist
Amazon Development Centre
07.2019 - Current
Helpdesk Consultant
NTT DATA Global Delivery Services
09.2017 - 05.2018
Junior Technical Executive
NTT DATA Global Delivery Services
11.2013 - 01.2015
MBA - Project Management
Manipal University, Jaipur
B.COM - Finance
Presidency College
Cloud Computing - Basics in IT Infrastructure
NTT DATA
B.Ed - English & Commerce
Sanjay Gandhi College of Education
Class XII - All
Stella Maris Convent School
Class X - All
Stella Maris Convent School