Sharma Suraj

Email ID: adnhpu@r.postjobfree.com

Mobile: 903-***-****

Career Objective:

To take up a challenging career and grows with honesty, loyalty, good relationship and best performance and translate my experience, knowledge, skills and abilities into value for an organization.

Work Experience:

Total 4.8 Years of Experience.

Worked as a Quality Analyst (QA) in WINIT Company [Hyderabad] from 3rd Oct 2016 to 3rd Apr 2017.

Worked as a Technical Support Executive in FinInfocom Pvt Ltd [Hyderabad] Since 7th June 2017 to 12th Dec 2018.

Working as a Senior Process Associate/SME in TCS [Tata Consultancy Services] [Hyderabad] Since 19th Dec 2018 to Till Date.

Tata Consultancy Services Company:

Roles and Responsibilities:

Assisting the team Member for their query regarding the issues for EUS Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their Lifecycle.

Documenting all details of the issue or service request, including categorization and priority into the IT Service Desk Tool (ITIL framework based) Troubleshooting and fixing Issues related to OS (windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT work place environment.

Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token related issues with Zoom/Bomgar Remote Tool.

Perform Active Directory related operational tasks like management of user accounts, access, secure and file share groups Perform Exchange server operational related tasks like functional mailboxes, and distribution groups etc.

Follow up on incidents or service requests when appropriate Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services End-user productivity goals are understood and met or exceeded.

Advocating for the end user to ensure he or she receives high-quality and timely service and support from the entire IT Organization.

Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.

FinInfocom Company:

Roles and Responsibilities:

Handling the tickets raised by the clients related to Telecommunication industries, which have to be followed and maintained within SLA norms for the resolution of the Ticket. For this all the medium of communications like E-mail using Outlook Web Access (OWA) and Voice are used.

Providing Support to clients and engineers.

Arranging the conference call according to the priority of the ticket and calling, emailing to the engineers for the Closure & RCA (Root Cause Analysis) as a report of closed tickets.

Handling the emails and call records, updating in the emails tracking report and analyzing the performance of the SLA agreement.

Top Desk Tool is used for Tracking, updating, follow up of the existing open tickets and updating the reports updating the tickets.

Master Tracking Sheet, Monthly & Monthly Break up Reports, Quarterly, Half Yearly and Yearly Reports are maintained and reported to Penta Managed Services.

WINIT Company:

Project : Bajaj Saathi Application

Role : QA (Quality Analyst)

Duration : 6 Months

Client : Bajaj Company

Device : Android

Understanding of SDLC and Test Methodologies from project definition to post-deployment documentation. Writing Test Cases, Analyzing the result.

Interacting with developers and other team members to ensure high quality software.

Worked as Implementation Test Engineer in Clients Location, as per Organization requirements.

Giving a brief description about Bajaj Saathi Application to the Client and mainly to their respective ISR's (Inside Sales Representative) persons and clarifying the Query raised by the Clients and ISRs.

After training, collecting the Feedbacks of Every Individual ISR members about the Usage of Application, If needed providing Re-training for ISR who are below average line according to their Feedback Sheets.

Overall responsibility for the day-to-day operations of the project like Tracking, fixing the errors and Reporting.

Education:

Bachelor of Technology in Electronics and Communication Engineering from Abdulkalam Institute of Technological Science [JNTUH] with an aggregate of 65%.

Personal Information:

Father Name : S.Nanda Kishore

Date of Birth : 11-Sep-1992

Languages : English, Hindi, Telugu and Marwari.

Nationality : Indian

Address : 2-4-1054/3, 1st Floor, Road No 5, Samantha Puri Colony, Opp Bhavya Hospital Building 1st Floor, New Nagole X-Road Hyderabad Telangana State.

Declaration:

I hereby declare that above mentioned information is correct up to the best of my Knowledge.

Place: Hyderabad

Suraj Sharma.

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