Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Neha Sharma

Summary

IT professional with 4+ years of experience delivering technical support for SaaS platforms in fast-paced, client-facing roles. Proven ability to support enterprise clients through complex issue resolution, system configurations, and technical integrations. Adept at analyzing root causes, collaborating cross-functionally, and translating technical details into clear client communication. Strong foundation in JavaScript, REST APIs, and Salesforce. Passionate about continuous improvement, client success, and driving impact through technology.

Overview

5
5
years of professional experience

Work History

Publisher Support Manager

Freestar
03.2021 - 12.2024
  • Handled a large volume of support cases through Salesforce, diagnosing technical and user-related issues and ensuring timely resolution in accordance with SLA requirements.
  • Delivered exceptional customer support over email and calls, ensuring transparency and timely communication during issue resolution
  • Troubleshot and debugged JavaScript-based ad tech implementations across client websites; provided custom solutions using HTML, CSS, and REST APIs
  • Collaborated cross-functionally with Engineering, QA, and Product teams to investigate root causes and escalate complex bugs, contributing to release planning
  • Documented technical findings and created knowledge base articles to enhance internal documentation and team training
  • Led AMP (Accelerated Mobile Pages) initiative, including project planning, stakeholder alignment, and internal training sessions
  • Conducted SQL-based analysis using Looker to identify performance trends and deliver actionable insights to optimize publisher revenue
  • Acted as a subject matter expert on Freestar's product offerings, mentoring team members and running knowledge-sharing sessions
  • Identified and relayed recurring support themes to the Product Team, helping influence product improvements and operational workflows.


Senior Research Assistant

Seneca College of Applied Arts and Technology
02.2021 - 07.2021
  • Collect, analyze data, summarize the findings and maintain the confidentiality of records, as necessary
  • Prepare the reports, paper prototypes and presentations based on research conducted to present the findings to the stakeholders
  • Review and edit data to ensure the accuracy of the information

Systems Developer (Co-op)

HOOPP (Healthcare of Ontario Pension Plan Company)
01.2020 - 09.2020
  • Automated provisioning and deployment of virtual machines using PowerShell scripting and Azure DevOps, streamlining operations for scalable solutions
  • Configured network virtualization using Hyper-V and Software-Defined Networking (SDN) to optimize virtual machine performance
  • Designed and implemented Azure pipelines to enhance resource management and operational reliability
  • Hands on experience with Azure DevOps, Azure Rest APIs, Azure SQL, CLI Command Line Interface, Azure Kubernetes Service
  • Gained experience in Azure Virtual Machines, Azure Storage, Azure Active Directory, Application insights, Power Apps, Logic Apps, Azure functions and application integration for enterprise-level solutions

Education

Diploma - Computer Programmer

Seneca College
Toronto, Ontario
12.2020

Skills

  • SaaS & Cloud: Azure Cloud Services, Azure DevOps, Azure SQL, Microsoft 365
  • Operating Systems & Virtualization: Windows Server, Hyper-V, Virtual Machines
  • Customer Success & Analytics: Salesforce, Looker, Jira, Confluence, Slack, Atlassian, Microsoft Teams
  • Databases: SQL, NoSQL
  • Programming Languages: Python, PowerShell, Java
  • Web Development: JavaScript, REST APIs, ASPNET, HTML, CSS, XML

Accomplishments

  • Attended NGI Hackathon of Royal Bank of Canada (Women in Tech 2020)
  • Received Hyatt Family Foundation Women in Technology Award 2019 for excellence in technical innovation and leadership.

Timeline

Publisher Support Manager

Freestar
03.2021 - 12.2024

Senior Research Assistant

Seneca College of Applied Arts and Technology
02.2021 - 07.2021

Systems Developer (Co-op)

HOOPP (Healthcare of Ontario Pension Plan Company)
01.2020 - 09.2020

Diploma - Computer Programmer

Seneca College

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Neha Sharma