Riya Sharma
Nottingham,LUT
Summary
Proven IT professional with a track record of enhancing service delivery at Capgemini, where I improved customer issue resolution by 10%. Specializes in technical troubleshooting and customer service, leveraging skills in IT Service Management tools and interpersonal communication. Recognized for leadership and a collaborative approach, consistently achieving high feedback scores and advancing team success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT service desk engineer
Littlefish LTD
Nottingham
08.2023 - Current
- Work closely with other IT teams to resolve complex issues and implement new technologies
- Provide training and support to new service desk staff and end-users
- Participate in regular team meetings and contribute to continuous improvement initiatives
- Efficiently handle and resolve incidents reported by users through ServiceNow
- Diagnose and troubleshoot hardware and software issues on desktops, laptops, and mobile devices
- Ensure timely resolution of incidents in accordance with SLAs, maintaining detailed documentation of all actions taken
- Managed additional responsibilities beyond core service desk duties, including efficiently processing, working on knowledge base and fulfilling service requests
- Completed probation within 3 months
Software Engineer/Associate
Capgemini
Noida
07.2019 - 02.2021
- Client assessment for Royal Bank Canada
- Improved customer case issue resolution by 10% having promoted collaboration at all levels of root cause analysis
- Configured RSA tokens and resolved the wide range of Citrix and VPN issues
- Received and reviewed ServiceNow request tickets, actioning items according to established procedures and processes
- Leveraged expertise in ServiceNow and sales platform integration to streamline workflows and optimise service delivery
- Through seamless system integrations, efficiency was maximised, and operational bottlenecks were alleviated, leading to improved response times and overall customer experience
- Helped users reset their passwords
- Actively contributed to the company's knowledge-sharing culture, conducting internal workshops and training sessions
- Gained positive feedback scores (95%+) through consistent service excellence
- Recognized as an invaluable team player, always willing to go above and beyond to support colleagues and contribute to the collective success of the organization
- Fostered a collaborative and positive work environment, inspiring others to excel and achieve their full potential
- Played a role in ensuring that RBC's IT infrastructure and systems remained compliant with security standards and regulations, protecting sensitive data and preventing security breaches
Service Desk Analyst (Part-Time with studies)
CORE INNOVATIVE
Punjab
07.2017 - 09.2018
- Designed and Maintained dashboards and optimized filters for better queue management and task delegation purposes in service now
- Provided Technical support to internal employees over the phone and email
- Trouble-shooting, diagnosing and resolving hardware, software or network-related issues
- Provided support to end users via Click to Chat
- Cut software bugs by 20% in six months by identifying and resolving concerns
- Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, networks, Smartphones/tablets, Anti-virus systems, and enterprise applications/systems
- Performed data backups and recovery operations
- Used administering Office 365 applications and services, including user management, email setup, SharePoint, and OneDrive configuration
- Assisted users via remote control using the remote desktop connection and configured computers as required
Education
Msc - Project Management
University of Salford
03.2023
Bachelor of Computer Application (BCA) - Computer Science
Guru Nanak Dev University
Amritsar, INDIA07.2019
Skills
- Technical troubleshooting
- Customer service
- Analytical thinking
- Organization and Planning
- Incident Management / Resolution
- Data Analysis
- Interpersonal Communication
- IT Service Management tools
- Software Support, Asset Management, Troubleshooting
- Incident manager
- Leadership
- Operating Systems Administration
- Windows and Mac OS
- Remote support
- Microsoft Office Suite
- EPR (ServiceNow / HEAT)
- WordPress CMS
- SQL
- Microsoft Azure
Certification
- AZ 900
- AZ 104
- Prince2 Foundation
Languages
English
First Language
Hindi
Advanced (C1)
C1
Punjabi
Advanced (C1)
C1
Timeline
IT service desk engineer
Littlefish LTD
08.2023 - Current
Software Engineer/Associate
Capgemini
07.2019 - 02.2021
Service Desk Analyst (Part-Time with studies)
CORE INNOVATIVE
07.2017 - 09.2018
Msc - Project Management
University of Salford
Bachelor of Computer Application (BCA) - Computer Science
Guru Nanak Dev University
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