Tarun Sharma
New Delhi
Summary
Detail-oriented Application Support Analyst with 3.5 years of experience in IT service management, specializing in database support and ticket resolution. Expertise in using ServiceNow for the complete lifecycle of incidents, service requests, and change requests. Proven ability to manage database modifications, administer user access, and consistently meet and exceed SLAs. Proficient in SQL for troubleshooting and resolving complex technical queries in a fast-paced support environment.
Overview
4
4
years of professional experience
Work History
Application Support Analyst
Tata Consultancy Services
12.2021 - Current
- Act as the primary point of contact for resolving user-reported issues and service requests managed through the ServiceNow ticketing system.
- Manage incident and change request queues, ensuring timely analysis, and resolution in strict adherence to Service Level Agreements (SLAs).
- Execute database changes and run SQL scripts to resolve data-related tickets, ensuring the integrity and accuracy of application data.
- Administer application user access, including provisioning, modifying, and revoking permissions based on approved change requests (CRs).
- Collaborate with development teams to escalate and troubleshoot complex technical incidents, contributing to effective problem management.
- Document support procedures and resolutions for common issues to build and maintain a team knowledge base.
- Generate and analyze reports from ServiceNow to monitor ticket volumes, track performance against SLAs, and identify trends for service improvement.
Education
Bachelor of Arts -
CSJM University of Kanpur
01.2020
Intermediate in Science and Math's -
G N K Inter College
01.2017
Skills
- ServiceNow
- SQL
- Power BI
- Advanced Microsoft Excel
- Microsoft Office
- SAP
- IT Service Management (ITSM)
- Incident & Problem Management
- Change Request (CR) Management
- Service Level Agreement (SLA) Adherence
- User Access Management
- Database Support & SQL Querying
- ServiceNow Ticketing System
- Technical Troubleshooting & Resolution
Accomplishments
- Star of the Month Award - TCS
- Accelerate Warrior Award - TCS
- Special Initiative Award - TCS
Languages
English
Hindi
Timeline
Application Support Analyst
Tata Consultancy Services
12.2021 - Current
Intermediate in Science and Math's -
G N K Inter College
Bachelor of Arts -
CSJM University of Kanpur
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