Tamanna Sharma
Professional Service Provider
Bareilly
Summary
Results-driven professional with over 34 months of corporate experience specializing in hardware, software, and network-related system issues. Proven expertise in troubleshooting and resolving technical challenges through various communication channels, including phone, chat, social media, and email. Committed to contributing to a dynamic and competitive work environment that fosters professional growth while leveraging skills and talents for mutual success. Dedicated to delivering exceptional service and innovative solutions to enhance organizational efficiency.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Analyst ( L2 Support)
TEKsystems
09.2024 - Current
- Drive-Thru Equipment & System Management: Managed daily functionality of drive-thru hardware systems, including POS, digital menu boards, Order status boards (OSB) timers, cameras, and network components.
- Performed basic troubleshooting and coordinated with vendors and technicians on-site teams to resolve equipment or connectivity issues.
- IT Service Management & SLA Compliance: Utilized ServiceNow to handle incident and service request tickets in an SLA-driven environment.
- Ensured timely resolution, proper escalation, and compliance with service delivery standards.
- Supported only U.S./Canada-based clients: Starbucks coffee houses across the U.S./Canada.
- Improved internal knowledge sharing by developing comprehensive documentation ( FAQ document) outlining standard operating procedures for various tasks.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Demonstrated adaptability when faced with changes or challenges in project requirements by quickly adjusting strategies to maintain progress toward desired outcomes.
- Consistently exceeded performance goals by proactively identifying ways to exceed expectations in delivering services.
- Identified areas for improvement within the service process, proposing strategic solutions that led to improved performance metrics.
- Trained new team members on company protocols and best practices, contributing to overall team success and productivity.
Technical Solutions Representative II
HP.Inc
03.2023 - Current
- LOB: Technical support
- Serving as Technical support engineer, learning and quickly adapting to new process and working for India market which have laptop, desktops, AIO PCs , voice , nonvoice support.
- Actively conducted knowledge transfer sessions to the new members in the team
- Contacting clients and check over all experience regarding service, analyzing pulse of clients and predicting the ratings.
- Diagnosing, resolving, and documenting Software, hardware, network related queries for all HP users across India.
- Good experience in working on Escalations.
- I was the Single point of contact for DSL tool for the team.
- Conducted S4 training for the teammates, and actively contributed in the implementation.
- Posting the updates of Team count in hourly and daily basis by end of the day.
- I was successfully working on team’s open cases to follow them up, making sure the target of team and individual’s Open case is balanced.
- I Coordinated with teammates in the absence of Tech Lead to attend their queries.
- I was a part of Pilot Batch for upgraded DSL engine, had attended meetings and feedback sessions.
- I was part of various Escalation cases processing and contacting the users.
- Received feedback for improvements and actively worked on it.
Business development counsellor
Planet spark – Winspark innovation limited
04.2022 - 06.2022
- LOB: Business development (sales & marketing)
Education
MBA - Humanr Resource And Finance
Jain Deemded To Be Universitiy
Bengaluru, India 04.2001 -
Bachelor of Science - Biotechnology
Ramaiah College of Arts Science And Commerce
Bengaluru, India 04.2001 -
High School Diploma -
Kendriya Vidyalaya Hebbal
Bengaluru, India 04.2001 -
Skills
Technical Troubleshooting for hardware /software / Network issue
Diagnosing and Resolving System issues
Single point of contact for Tool usage tracking
Knowledge transfer sessions
Documentation and reporting
Root-cause analysis
Time management
Issue identification
Information gathering
Continuous improvement
Problem-solving
Remote technical support
Accomplishments
- Achieved good number of surveys month on month.
- Generated highest revenue for the team.
- Successfully organized people engagement for the team.
- Won High-flyer award for being top performer for November 2023 & February 2024
- Successfully complete CCNA certification.
- Created a document for the team and published it so that it can be used for basic documentation and troubleshooting during the call with client.
- Documented and resolved issue with Drive-thru which led to remotely resolving the tickets.
Certification
Cisco certified network associate
PLATFORM’S WORKED
- Genesis cloud
- Cdax
- Smart Agent
- Secure live lens
- Secure live control
- Serial number repository
- Dispatch self learning
- Service now
- USSI
- Splunk
- Signage OS
- Magic Info
- AWS
- HME cloud
- Meraki
- Stack storm
- Zones
- Oracle
ACADEMIC INFORMATION
- Ramaiah college of arts, science and commerce, pursued B.sc in biotechnology (life sciences). Conducted live testing of blood samples and the research on live growing bacteria etc.
- Was a part of microlight pilot training for 3 years.
- Led successful drill and sports activities during academic years in NCC
- Organized college fests, coordinating teams and logistics to ensure successful event delivery
Timeline
Cisco certified network associate
05-2025
Analyst ( L2 Support)
TEKsystems
09.2024 - Current
Technical Solutions Representative II
HP.Inc
03.2023 - Current
Business development counsellor
Planet spark – Winspark innovation limited
04.2022 - 06.2022
MBA - Humanr Resource And Finance
Jain Deemded To Be Universitiy
04.2001 -
Bachelor of Science - Biotechnology
Ramaiah College of Arts Science And Commerce
04.2001 -
High School Diploma -
Kendriya Vidyalaya Hebbal
04.2001 -