Mehak Sharma

ad4x1p@r.postjobfree.com

Mobile: 470-***-****

Highly motivated and experienced professional with a strong background in technical support, customer service, and product implementation. Skilled in collaborating with teams to deliver solutions and ensure customer satisfaction. Possesses excellent communication, problem-solving, and time management skills.

Key Skills

• Agile, ITSM Framework

• Assist the team in maintaining strong incident response plans for critical enterprise incidents.

• Monitor team ticket queues and ensure SLAs are met.

• Assist in evaluating the severity of all incidents and coordinate response efforts.

• Act as the point of contact for incident stakeholders when on an assigned incident.

• Experience with problem solving practices and strong customer orientations

• Product Success Management and Cross functional team integrations.

• MS office, Basic of Linux, SQL, Siebel Query,Microsoft office and powerpoint

• Mentoring, Team Management and assist in training new technical support specialist . Professional Experience

Assistant Manager

Vodafone September 2022 - January 2023

• Customer relationship management (CRM) : Interaction with client to understand customer business challenges and translates them into solution by identifying the right business provided solution.

• Working with multiple teams across the product/locations to ensure all tasks/ roles are defined and are in alignment with product roadmap and escalations.

• Work cross-functionally with other teams, ie. Management, Finance to drive resolution on Incidents tickets and Service Requests.

• Ensure all products releases are deployed smoothly and team has all required tools support to maintain desired SLA.

• Take swift action in helping to restore a failed Service, including facilitating live troubleshooting sessions, and preparing or tracking RCAs for customers.

• Responsible for reviewing delivery tickets for root cause / correcting actions .

• Prepare Ticket Status reports weekly to review during weekly Service Reviews calls with enterprise customers.

• Understand customers SLA requirements and drive results to achieve objectives Operations Analyst

COMPUCOM September 2019 - August 2022

• Provided technical support to clients and partners, resolving L1-L2 issues.

• Assisted with training and onboarding new hires on software functionality.

• Monitored infrastructure issues and escalated them to higher levels of support.

• Maintained customer records and ensured incident resolution through follow-up and communication.

• Collaborated with engineering and service desk teams to enhance knowledge and skills.

• Contributed to process management, vendor management, and cross-functional team efforts

• Provide accurate, relevant, and detailed ticket updates to customers on a consistent basis.

• Handled Technical escalations, providing feedback and coaching to the support team.

• To make sure that Tickets are completed within the SLA using Ticketing tool clarify and service now

• Classifying and prioritizing the tickets/tasks as per Priority.

• Translated technical terms into user-friendly language for non-technical audiences.

• Taking ownership of planned work that needs immediate action as per knowledge Base.

• Communicated and provided feedback to various teams throughout the implementation cycle.

• Support customers daily in isolating, diagnosing, reproducing and solving technical issues in a timely manner.

Strength's/Achievements/Personal Projects

• Highly motivated in learning new tech stack and strategies, Problem solving, strong work ethics and time management .

• Real time experience of client management and project execution (Interior designing and styling)

• 5c CompuCom culture Ambassador award .

• Rising Star award for Performance in initial year.

• Technical Trainings completed on Agile, ITSM, Cloud (Azure cloud) and SQL

• Willing to learn and never give up attitude for new work/technology/Strategy Education

Post Graduation Diploma in Interior designing and Styling Pearl Academy at Mumbai May 2015 - April 2017

Master in Science in Information Technology

Panjab University at Chandigarh, India June 2012 - July 2014 Master's in Computer Science In IT

Bachelor's in Computer Application

G.G.D.S.D. College, Panjab University at Chandigarh, India July 2009 - May 2012

(B.C.A.) Bachelor's in Computer Application

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