loader
Summary
Overview
Work History
Education
Skills
Certification
Timeline

Sharad Shekhar

Service Ops Expert
Bengaluru
Summary

Versatile Service Manager adept at handling customer issues quickly and effectively. Demonstrated record of developing successful policies used store-wide to promote customer engagement and reduce issues. Offering 8 years of progressive IT support experience.

Overview
1
1
Certification
4
4
years of post-secondary education
8
8
years of professional experience
Work History

Service Operation Expert

Microland Ltd.
2019-01 - Current
  • Meeting customers to discuss service needs and develop effective and practical solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked with multiple customers in shared support model to understand needs and provide excellent service.

Shift Manager

Microland Ltd.
2017-01 - 2018-12
  • Administering delivery of high performing service support including IT Service Desk, Technical Support Teams, and VIP Support.
  • Working as Owner of incident, Request, Change, and Escalation process for ensuring high levels of performance.
  • Core owner of escalation process, major incidents ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Driving internal and third-party service review meetings covering performance, service improvements, quality, and processes.
  • Putting in place training services to educate staff on how to use meeting room and collaborate technology effectively.
  • Managing desktop computing environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
  • Ensuring that patching and anti-virus updates are performed promptly and effectively.
  • Assessing day-to-day performance of technology teams ensuring Service Level Agreement and resolution criteria are met.
  • Initiated plans to improve customer relations, quality standards and service efficiency.

System Analyst

Logic Tree Software PVT Ltd
2014-01 - 2016-09
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Improved system by adding new features and infrastructure, enhancing productivity.
  • Maintained and administered computer networks and environments, including computer hardware, software and applications.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Provided client support on system operation and troubleshooting.
  • Resolved or escalated problem tickets to resolve user issues.
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Enhanced and reconstructed computer systems resulting in increased efficiency for business end-users.

IT Analyst

STS International Inc.
2012-03 - 2013-09
  • Evaluated and adopted new technologies to address changing industry needs.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
  • Configured, installed and upgraded Communication Tool like Webex.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Education

B.E Computer Sci. & Engineering

Visveswaraiah Technological University
2007-08 - 2011-05
Skills
Incident/Problem/Change Management- Liaison & Coordination-SLA/Compliance Management
Service Delivery/Customer Service- Process Improvement- Team Management / Training

ITSM Tools

Cloud OperationsAzure Fundamental
Process Improvement

Service Level Ageement

Customer service management

Documentation and reporting

IT Operations Expertise

Business operations expert

Managing service operations

Customer Relations

Excellent Written And Oral Communication

Process Optimization

IT Support

Telephone Etiquette

Conflict Resolution

Certification

Certified ITIL V4 Foundation

2020-02
Timeline

Certified ITIL V4 Foundation

2020-02

Service Operation Expert

Microland Ltd.
2019-01 - Current

Shift Manager

Microland Ltd.
2017-01 - 2018-12

System Analyst

Logic Tree Software PVT Ltd
2014-01 - 2016-09

IT Analyst

STS International Inc.
2012-03 - 2013-09

B.E Computer Sci. & Engineering

Visveswaraiah Technological University
2007-08 - 2011-05