Priyanshi Sharma profile photo 1 on Tal

Priyanshi Sharma

technical support Engineer with 1+ year of experience in IT support and 6 months of internship experience in J2EE development. Proficient in remote troubleshooting, performance monitoring, and end-user support.

Delhi

1+ year of work experience

PC Solutions
Aug 20241 yr 4 mosNov 2025

Gurugram, Haryana, India

• Resolved 350+ tickets per month via ServiceNow while maintaining SLA compliance and high CSAT. Supported Okta ( user provisioning), Active Directory (account provisioning, password resets, group access). • Performed Windows and Citrix troubleshooting; supported enterprise apps including WebEx,Sabre Opus, WDE, VDI and other applications. Used Nexthink analytics and BeyondTrust (Bomgar) for endpoint visibility and secure remote support. • Reduced escalations by ~20% through better triage, clear RCA notes, and proactive follow-ups. • Recognized for strong FCR (First Call Resolution) rates and consistent SLA adherence across shifts.Tech environment: ServiceNow, ADS, Okta, Nexthink, Bomgar, Citrix, Windows, IIQ(SailPoint IdentityIQ)
SunilOS Infotech
Jun 20238 mosJan 2024

Indore, Madhya Pradesh, India

During my internship at SunilOS Infotech in Indore, Madhya Pradesh, India, I had the opportunity to work on various software projects using Java, Springboot, Angular, HTML, CSS, and Hibernate. I collaborated with a talented team to develop innovative solutions and enhance my skills as a software engineer. It was a rewarding experience that allowed me to showcase my abilities and contribute to the company's success.
SunilOS Infotech
Jun 20238 mosJan 2024

Built and maintained full-stack features using Java, Spring Boot, Angular, and MySQL; designed REST APIs. Served as team lead for 9 interns, guiding builds and troubleshooting to ensure smooth and timely project delivery. Delivered sprint commitments in Agile situations.

Education

Devi Ahilya Vishwavidyalaya (DAVV), Indore

Bachelor's degree

Devi Ahilya Vishwavidyalaya (DAVV), Indore

20212 yrs2023
kendriya vidyalaya

kendriya vidyalaya

200812 yrs2020

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Headline

technical support Engineer with 1+ year of experience in IT support and 6 months of internship experience in J2EE development. Proficient in remote troubleshooting, performance monitoring, and end-user support.

About

Results-driven Technical Support Engineer with 1.5+ years of experience delivering L1/L2 support in high-paced enterprise environments. Currently at Teleperformance, I provide specialized technical assistance for Adobe Creative Cloud applications, adeptly managing troubleshooting, installation, licensing, and performance optimization across Windows and macOS systems. Previously at PC Solutions, I resolved over 350 support tickets monthly while maintaining SLA compliance and boosting customer satisfaction by reducing escalations through proactive root cause analysis. My Bachelor's degree in Computer Science complements my technical expertise in Java, SQL, ServiceNow, and cloud technologies, enabling seamless collaboration with development teams. Committed to continuous learning and ensuring high-quality user experiences. Core Skills: Troubleshooting | Root Cause Analysis | Remote Support | SLA Management | Windows Administration | Java | Spring Boot | REST APIs | Angular | MySQL | Git | AWS | Docker | Problem Solving | Collaboration

Location

Delhi

Work experience

Technical Engineer at PC Solutions, Aug 2024 - Nov 2025 · 1 yr 4 mos, Gurugram, Haryana, India, • Resolved 350+ tickets per month via ServiceNow while maintaining SLA compliance and high CSAT. Supported Okta ( user provisioning), Active Directory (account provisioning, password resets, group access). • Performed Windows and Citrix troubleshooting; supported enterprise apps including WebEx,Sabre Opus, WDE, VDI and other applications. Used Nexthink analytics and BeyondTrust (Bomgar) for endpoint visibility and secure remote support. • Reduced escalations by ~20% through better triage, clear RCA notes, and proactive follow-ups. • Recognized for strong FCR (First Call Resolution) rates and consistent SLA adherence across shifts.Tech environment: ServiceNow, ADS, Okta, Nexthink, Bomgar, Citrix, Windows, IIQ(SailPoint IdentityIQ)

Intern at SunilOS Infotech, Jun 2023 - Jan 2024 · 8 mos, Indore, Madhya Pradesh, India, During my internship at SunilOS Infotech in Indore, Madhya Pradesh, India, I had the opportunity to work on various software projects using Java, Springboot, Angular, HTML, CSS, and Hibernate. I collaborated with a talented team to develop innovative solutions and enhance my skills as a software engineer. It was a rewarding experience that allowed me to showcase my abilities and contribute to the company's success.

Software Engineer Intern at SunilOS Infotech, Jun 2023 - Jan 2024 · 8 mos, Built and maintained full-stack features using Java, Spring Boot, Angular, and MySQL; designed REST APIs. Served as team lead for 9 interns, guiding builds and troubleshooting to ensure smooth and timely project delivery. Delivered sprint commitments in Agile situations.

Education

Bachelor's degree, Devi Ahilya Vishwavidyalaya (DAVV), Indore

kendriya vidyalaya