Nitesh Sharma

Nitesh Sharma - - Objective Dedicated and technically skilled business professional with a support skill set developed through experience as a Software developer, Technical Support Engineer. Excel in resolving client challenges with innovative solutions, customer satisfaction. The aim is to pursue a challenging and satisfying career in a premier organization with ample opportunities to learn and grow. Also make optimum utilization of my skills to achieve goals and objectives of the organization. Core Knowledge & Skill Areas Network Administration Database Administration Microsoft products Software development & Analysis Wireless (AP, PTP & PTMP) Linux VMware, Fusion & VirtualBox Technology Support & Implementation Needs Assessment & Solution Selling Android software development and debugging Core Competencies A technocrat with nearly 3+ years of experience in Server management, VMware Administration, Storage Administration, Systems Administration, Technical Support/Troubleshooting, Networking Operations & Client Expertise in VMware. Have extensive experience in Virtualization and systems administration and providing end-to-end business solutions based on convergence technologies. Excellent in analyzing issues relating to VMware virtualization products, information system needs, evaluating End-user requirements, custom designing solution team building & troubleshooting skills with proven abilities in planning. Skills Software & Application Development : - Gook knowledge of C/C++, Android studio, Core Java. Applications with cloud storage, multiple intents and friendly GUI. Remote Server deployment. Multi device support. Configuring the Database services: - Database administration creating users and grant access, generating rules and permissions. Ensure Redundancy of Memory and Storage with Online Spare configuration. Client Servicing : - Managing customer service operations for rendering and achieving quality services. Responsible for resolving customer complaints on performance bottlenecks. Providing value added customer services by attending customer queries and issues. Monitoring the post service activities such as follow up with the customers, service reminders and handling Customer grievances for superior customer service. Experience Nexa Tech Pvt. Ltd., New Delhi August 2016 to September 2017 Senior Technical Support Executive – Inbound Process & Outbound Process Served as primary contact for North America customers relating their technical support requirements for Routers, Microsoft Windows, Mac OS ensured a consistently positive customer experience. Responsibilities – Configuring, Installing, Managing and Troubleshooting system software. Resolve Customer Technical queries in a meticulous and organized fashion by maintaining the performance parameters like Average Handle Time, Case Logging, Case Closure etc. Help Team Lead to manage Team Performance by regular call monitoring and consistent feedback to the support agents. Conduct Pre-Shift Meetings to update the Team Agents about Process Changes, answer technical queries and provide permanent solutions. Help Support agents to maintain Revenue per call by sharing various techniques to pitch in for sales, take appreciation calls for the agents. Help Team Lead in generating relevant reports by doing Agent Level Data Analysis for various metrics to further do the outlier Management & publish action plans to improve the overall performance Accoustings Info Tech Pvt. Ltd., New Delhi June 2015 to August 2016 Technical Support Executive Served as technical support executive for Accoustings` customers globally for consultation and implementation of Windows, Mac software applications including technical support responsibilities – Management of Online hosting and configuring DNS Zone Editors. Administering client’s security infrastructure, handling day to day activities. Chalk plans for future requirements. Analyze areas of improvements. Remote System support & monitoring using Log Me In, TeamViewer and RDP. Involve in pre & post consultation and implementation of system services. Configuration and Troubleshooting of software and hardware. Remote deployment of software’s/updates on multiple systems. Ensure Redundancy of Memory and Storage. Actively participate in floor support initiatives of update dissemination and performance improvement, drive process performance to achieve and exceed deliverables. Continuously monitor operational stats and take corrective action steps to manage any deviation, answer operation related queries from the client and handle real time customer escalations Cherry E-Commerce Services Pvt. Ltd., Noida October 2014 to May 2015 Internship Lead the complete planning and implementation of wireless projects. Review and edit requirements, specifications to increase customer satisfaction and deepen client relationships. Responsibilities – Initiate discussions with clients for customer requirements and perform feasibility check by coordinating with internal support functions and have follow up discussions to have all queries answered. Complete planning and implementation of projects. Prepare plan, define timelines and initiate implementation process upon agreement of all individuals involved in either side. Provide direct technical support to global customers. Coordinate between sales team and internal support teams to generate reports on complex issues. Achievements - Consistently met & exceeded targets – individually & as a team and in the process, awarded numerous “Certificate of Achievement” for outstanding performance Education Bachelor of Science in Physics (Hons.)2015 Post-Graduation Diploma in Masters of Computer Applications2016 Personal Information Father`s Name: - Sh. Mohan Lal Sharma DOB: - 23rd December, 1992 Marital Status: - Married Nationality: - Indian Languages Known: - English & Hindi Permanent Address: - H.No. 195, Extn-4, Near Daulat Ram School, Nangloi, Delhi-110041 Hobbies: - Music, Computers, Cricket