Yogesh Sharma
Tech Infra CX Analyst II
Hyderabad
Summary
• An enthusiastic individual with highly motivated skills
• Eager to learn new technologies and methodologies
• Always willing to adapt new things which can improve the existing technology
• Excellent client facing skills, outstanding analytical skills with attention to detail
• Excellent Interpersonal skills with capable of handling multiple tasks and priorities, self-motivated, displays initiative. High ability to understand and quickly apply new technologies and information. Ability to meet time schedules.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
Work History
Tech Infra CX Analyst II
Invesco India Pvt Ltd
Hyderabad
10.2022 - Current
- Assisting Business partners with different applications like Microsoft office, Windows, shared drive For APAC, EMEA And America
- Working on Change engagement Tickets
- SME on Active directory and other Microsoft office apps
- Working with different teams and helping them adding business partners in Active directory groups
- Creating New groups with in Active directory
- Resolve technical problems in partnership with the broader IT Ops team with Local Area Networks (LAN), Wide Area Networks (WAN), and WIFI.
- Creating Knowledge Articles in Service now
- Follow up with end-users to ensure issues have been resolved
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Install, modify, and repair computer hardware and software
- Assist new hires during the onboarding process to ensure their IT-issued equipment functions as planned, as well as providing basic introductions to some of the IT systems
- Respond to queries either in person, on the phone or via email
Senior Technical Analyst
Deloitte Touche Tohmatsu Limited
Hyderabad
08.2017 - 10.2022
- · Supporting Deloitte Audit applications that involves AS/2, EMS and efA
- · Basic knowledge on MAT, MAT-ROI and GAAP checklist
- · Troubleshooting on Microsoft Office applications
- · Network troubleshooting on Laptop (LAN and Wireless) and VPN
- · RSA MFA support for GPS practicioners across Deloitte US
- · Managing Outlook mailbox access to individuals across US and India
- · Handling multiple interactions which includes Calls/Chats/Email/Webforms
- ·knowledge on ServiceNow (SNOW)
- · Assisting users with Active directory account lock out.
- · Frontline support for Deloitte representatives across US and India supporting Partner Principal and Managing Director (PPMD) and Function Specific Support (FSS) queue
Service Support Representative
Amazon
Hyderabad
08.2015 - 04.2017
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Arts -
Aurora Degree College
Hyderabad 04.2013 - 07.2015
Associate of Arts -
Royal Junior College
Hyderabad 01.2011 - 08.2013
SSC
St, Anthony's High School
Hyderabad 10.2002 - 07.2010
Skills
Active Directory
Accomplishments
Recognized as a Wall of Distinction Honoree for Q2 for achieving distinctive service for going above and beyond.
Consistently met the Quality Metrics and received a total of WOW Compliments since April 2018.
Scored an overall of in CE
First runner up for Fresh Face of the year.
Received Best Customer Service Associate Award.
Spot award for working on the Swift project in Australia
Applause Award for Creating Knowledge Articles for Australia Users.
Timeline
Tech Infra CX Analyst II
Invesco India Pvt Ltd
10.2022 - Current
Senior Technical Analyst
Deloitte Touche Tohmatsu Limited
08.2017 - 10.2022
Service Support Representative
Amazon
08.2015 - 04.2017
Bachelor of Arts -
Aurora Degree College
04.2013 - 07.2015
Associate of Arts -
Royal Junior College
01.2011 - 08.2013
SSC
St, Anthony's High School
10.2002 - 07.2010
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