Ankit Sharma

Senior Technical Support Engineer

About Me

  • Dynamic and solutions-focused Senior Technical Support Engineer with over more than 4 years of experience in providing top-tier technical assistance and troubleshooting for complex software and hardware issues. Proven expertise in diagnosing and resolving technical problems, managing client expectations, and delivering exceptional service to ensure optimal system performance and client satisfaction. Adept at collaborating with cross-functional teams, documenting support processes, and implementing improvements to enhance service efficiency. Strong communication skills, combined with a deep understanding of technical concepts and industry best practices, enable effective support and problem resolution in fast-paced environments.

Work Experience

Senior Technical Support Engineer
- Incedo
  • Handled all IT related issues for the schools and colleges in USA. Assisting the client with their accounts (Login issues, MFA, Account Enable-Disable)
  • Assisted with Application support and handled all technical issues related to computer and loaner devices by students/staff/faculty members.
  • Trained on LMS issues (Learning Management System) and provided support to students, staff and faculty members related to Blackboard, Canvas, Moodle, Brightspace.
  • Handled issues related to course creation, copying courses, importing courses and other technical issues related to grades, assignments, etc.
  • Trained on remote tools like LMI login, Bomgar, Quick assist, Zoom, Teams, AnyDesk, etc.
  • Knowledge of Microsoft Office products and provided support with MS applications.
  • Basic knowledge of AD, Cloud services and having knowledge/hands-on network related issues like internet problems.
05/2022 - 09/2024
Gurugram
Technical Support Associate
- Tech Mahindra
  • Handled technical issues related to Internet, Phone, and TV. Handled international clients via call, chat, or email and resolved their queries.
04/2021 - 04/2022
Noida
Senior Engineer
- Concentrix
  • Troubleshot issues related to Windows OS including BSOD, latency issues, installation and activation issues, printer issues, driver issues, and basic internet issues.
  • Provided quality work, maintained FCR, followed KPIs, and met all quality parameters.
  • Used various ticketing tools and remote tools like LMI and Quick Assist.
02/2020 - 03/2021
Gurgoan

Education

Bachelor of Engineering
05/2018
Maharishi Dayanand University, Rohtak (Haryana)
Non-Medical
05/2011
Nav Uday School

Certifications

AWS Solution Architect Associate
  • Learning cloud engineering online programme.