DIVYA SHARMA
Surrey,BC
Summary
A high-energy, outgoing and versatile service professional with over 2 years of work experience in IT Technical Support for enterprise organization such as Lululemon Athletica and TELUS Communications. Heavily experienced supporting corporate end users using Office 365, Active Directory, MS Intune, Service Now Ticketing System, SCCM, Azure Cloud, Jira, Confluence, Windows 7-10.
Overview
4
4
years of professional experience
Work History
IT Support specialist
Lululemon
10.2021 - Current
- Provided technical support for 3000+ internal corporate end users
- Hands on experience with diagnosing and resolving hardware and software issues on PC/MacOS workstations and infrastructure hardware in a corporate setting.
- Working knowledge in the use and support of Office 365 (i.e., Microsoft Word/Outlook/Excel) and Azure cloud service
- Collaborated with tier 2 team and cross functional partners to escalate and address end user's inquiries or technical issues along with the ability to triage and escalate any system or network outage to reduce downtime
- Prioritize incidents and service requests to meet SLAs and follow all standard operating procedures (SOP) through the effective use of knowledge management using ServiceNow as a ticket system
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Worked closely with vendors to address oldest tickets and brainstorm for solutions on potential roadblocks.
- Provided tier 1 and 2 support covering Cloud, network and infrastructure using tools like Cisco Meraki, vManage.
Technical Support Representative
Telus Communications
06.2021 - 10.2021
- Responded to large volume of inbound calls in TELUS communication and AWS software by using courteously and professionally to collect information and identify customer needs
- Applied problem-solving skills to resolve customers' technical inquiries and disputes and de-escalating them using appropriate channels within departments, as needed
- Performed data entry by recording customer and account data into the provincial BC Imms system by using Salesforce database
- Answered 60+ calls per shift, exceeding call target volume by 20 %
- Achieved 100 % Customer satisfaction rating for continuously providing excellent customer service in fast-paced environment.
MERCHANDISE COORDINATOR
AT TJX COMPANIES
09.2019 - 05.2021
- My roles and responsibilities as merchandise coordinator included but isn't limited to:
- Trained over 10 new employees and supervised sales associates making sure they are performing their job duties well
- In the absence of the Assistant Manager of Merchandise supporting execution of daily operational tasks
- Reviewed daily, weekly and monthly sales reports with the assistant manager of merchandise to identify top performing and underperforming departments
- Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion
- Provided store leadership by balancing company policies, procedures, shrink/loss prevention, reporting and scheduling
- Provided feedback to associates on their productivity performance in comparison to time and compliance standards
- Created a comprehensive business plan outlining goals and objectives for future growth for Management
- Nominated as a JOY Ambassador: initiative created to inspire, motivate and build associate's morale.
Education
MS - Energy Management
New York Institute of Technology - NYIT
BE - Electronics & Communications
Gujarat Technological University (Sarvajanik College of Engineering & Technology)
Skills
- Has exposure to business tools like Jira, Salesforce, VM ware (both client and server), Zoom, Workday, Atlassian Jira, Confluence, etc)
- Experience with Active Directory, SCCM, MS Office, One Drive, JAMF, Cisco Meraki, Microsoft Azure, Zoom, and AWS cloud services
- Experience in writing PowerShell and SQL queries
- Functional knowledge of Network protocols such as TCP/IP, DNS and DHCP
- Familiar with Microsoft Office tools like Microsoft Word, PowerPoint, Excel, Access
- Well versed with imaging and deployment tools (SCCM) to ensure workstations and applications are organized in a standardized manner
- Navigated devices connected and managed through Azure AD, Intune, and JAMF, with minimal supervision
Timeline
IT Support specialist
Lululemon
10.2021 - Current
Technical Support Representative
Telus Communications
06.2021 - 10.2021
MERCHANDISE COORDINATOR
AT TJX COMPANIES
09.2019 - 05.2021
MS - Energy Management
New York Institute of Technology - NYIT
BE - Electronics & Communications
Gujarat Technological University (Sarvajanik College of Engineering & Technology)
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