Dhirendra Kumar Sharma
Cloud Support Executive @Fujitsu
Gurugram
5+ years of work experience
Mar 20251 yr 3 mosPresent
Pune, Maharashtra, India
- Provide front-line support to clients, resolving issues related to **computers, Microsoft credentials, applications, Autodesk software, Windchill, and database management**.
- Troubleshoot and resolve **VPN-related issues**, ensuring secure access for remote users to company resources.
- Manage incidents and requests through **ServiceNow**, ensuring timely updates and resolution while maintaining high client satisfaction.
- Deliver remote troubleshooting and support using the **Bomgar Remote Assistance Tool**, addressing complex technical problems in real-time.
- Offer expert assistance for **Microsoft Office Suite (Office 365, Outlook, Excel)** and other **third-party software** like Autodesk and Windchill.
- Provide ongoing support for users experiencing **issues with database connectivity**, applications, and user account management.
- Collaborate with cross-functional teams, including infrastructure, network, and security, to resolve complex technical challenges.
- Maintain and update comprehensive **technical documentation** and troubleshooting guides to improve service efficiency and support quality.
Apr 20221 yr 10 mosJan 2024
Gurugram, Haryana, India
Provided exceptional support to a diverse client, addressing their inquiries and concerns promptly and effectively.
• Resolved over 100+ technical issues per month related to software/hardware troubleshooting, network connectivity, and user account management using ServiceNow ticketing systems.
• Achieved an 85% issue resolution rate within SLA, significantly enhancing client satisfaction and trust in our services.
• Maintained a quality score of 92%, demonstrating consistent excellence in technical service delivery and professional call handling during client interactions.
• Configured and deployed new user accounts in Active Directory, ensuring proper access rights and permissions.
• Provided remote support for end-users, diagnosing and resolving issues related to Windows OS, Office 365, and cloud services.
• Escalated complex issues to senior technicians while maintaining clear communication with users.
• Conducted knowledge base updates to improve self-service options for common issues.
Oct 20191 yr 11 mosAug 2021
Gurgaon, India
Empowered influencers and clients to maintain a safe and positive live stream environment by providing comprehensive guidance on utilizing our platform's content moderation tools.
•
Facilitated the proactive removal of harmful content and comments by training users on automated moderation techniques and best practices for enforcing community guidelines across multiple platforms, including live streams, channels, and Discord servers.
Mar 20207 mosSep 2020
Gurugram, Haryana, India
• Assigned temporarily as a Technical Support Associate during the COVID-19 pandemic, responsible
for implementing operating system changes to support remote work operations.
• Assisted in setting up computer devices with Ubuntu-based and Windows operating systems to enable
business continuity.
• Installed and configured:
• Ubuntu OS and Windows OS, ensuring secure system access and stability.
• Chromium-based browser with required business extensions.
• WPS Office Suite for document processing.
• DingTalk for communication and collaboration.
• Android Emulator use VirtualBox to run an Android OS for process-related tasks.
• Implemented endpoint security solutions by installing Kaspersky on both Ubuntu and Windows systems to enhance cybersecurity
Education
Bachelor of Arts (H), Economics
Delhi University
20133 yrs2016
Intermediate, Business/Commerce, General
Sahoday School
20112 yrs2013
Join Dhirendra and 10k+ other professionals on
Tal is the app where bosses meet engineers & builders directly, without middlemen
Download Tal Boss