Jitendra Sharma
Jaipur
Summary
Proven expertise in technical support and ticket system management, demonstrated at Teleperformance and NTT DATA. Excelled in deploying automated solutions that enhanced productivity significantly. Skilled in software troubleshooting and Active Directory, with a knack for leading teams towards efficient problem resolution. Achievements include substantial process improvements and adept client service.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Helpdesk Associate
NTT DATA
Noida
01.2023 - Current
- Handled basic technical support tasks such as resetting passwords, multi-factor authentication setups, and fixing common issues.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Rolled out an up-to-date, effortless, and automated solution for the productivity report that delivered a significant improvement in productivity.
Technical Support Executive
Teleperformance
Jaipur
01.2022 - 01.2023
- Provided technical support to customers via phone, email, and online chat for SaaS at Norton LifeLock.
- Reviewed existing processes for providing technical support to determine areas that need improvement.
- Supervised and directed the team in software troubleshooting as a subject matter expert.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
Education
BBA - Business Management
IIMT COLLEGE OF MANAGEMENT
Greater Noida09.2020
HIGHER EDUCATION - Physics, Chemistry, Maths
GOVT. SR. SEC. SCHOOL
Jaipur06.2017
Skills
- Technical support
- Ticket support system management
- Business communication and representation
- Client relationship management
- Worked on tools like Salesforce, ServiceNow, LogMeIn, Genesys, Avaya, and Office 365
Certification
- ITIL 4 Foundation
- Networking Technical Tower Grade 5 Program
- RS-CIT
- Microsoft Excel
Accomplishments
- Star Performance Award in the category of Team Work
Hobbies and Interests
- Reading
- Writing
- Poetry
- Learning New Things
- Finance
Timeline
Helpdesk Associate
NTT DATA
01.2023 - Current
Technical Support Executive
Teleperformance
01.2022 - 01.2023
BBA - Business Management
IIMT COLLEGE OF MANAGEMENT
HIGHER EDUCATION - Physics, Chemistry, Maths
GOVT. SR. SEC. SCHOOL
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