Punit Sharma
Surrey,BC
Summary
Dynamic support analyst with a strong background in application support and software installation. Recognized for problem-solving skills and team collaboration, contributing to enhanced operational efficiency and improved customer experiences.
Overview
9
9
years of professional experience
Work History
Application Support Analyst
Stellar Information Technology Pvt. Ltd
Gurugram, India
11.2016 - 10.2021
- Provided technical support for application users, resolving common issues efficiently.
- Assisted in troubleshooting software problems, documenting solutions for future reference.
- Collaborated with team members to gather user requirements and enhance application performance.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Installed upgrades and security patches for existing applications as needed.
- Configured web servers, databases, and other components necessary for running applications.
- Conducted routine testing of applications to identify bugs and improve usability.
- Communicated with users to understand their needs and provide timely assistance.
- Participated in training sessions to learn new tools and technologies related to application support.
Senior Support Analyst
Xoriant Solutions Pvt. Ltd.
Gurugram, India
10.2021 - 04.2023
- Provided remote support over phone or email when needed by customers located in different locations.
- Handle the highest-value support inquiries through email, phone, and screen sharing, ensuring a top-tier customer experience.
- Quickly resolve escalated and urgent tickets, maintaining a focus on effective problem-solving.
- Gained knowledge of basic SQL queries with the SQL Developer application.
- Resolved escalated customer inquiries with a high degree of professionalism and accuracy.
- Maintained inventory records for IT assets such as laptops, desktops, monitors.
Dispatcher
Canada Cartage
Coquitlam, British Columbia
08.2023 - 07.2024
- Coordinated timely dispatch of shipments across regional routes.
- Communicated effectively with drivers to ensure smooth operations.
- Gained experience in working on software like Truckmate, Dispatch Track, and A1 to ensure all orders are closed correctly and assigned to the correct broker.
- Monitored vehicle locations using tracking systems and updated schedules.
- Handled customer inquiries and resolved issues related to deliveries.
- Collaborated with logistics teams to optimize route efficiency.
- Maintained accurate records of dispatched loads and driver logs.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Pre-call clients and update orders based on delivery exceptions (partial orders, refusals, damages, etc.).
Dispatcher
Manitoulin Transport
Abbotsford, British Columbia
08.2024 - 01.2025
- Plan and assign loads for delivery within the Greater Vancouver area (Lower Mainland) by using AS400.
- Proficient in dispatching AKF cargo using 53' trailers, flatbed trucks, and 3-ton and 5-ton vehicles.
- Ensure appropriate and sufficient equipment is assigned to each load based on size, weight, and delivery requirements.
- Coordinate with drivers to ensure they have the necessary tools and resources for timely delivery.
- Monitor and ensure timely deliveries, meeting customer service expectations.
- Track shipments for customers calling in after hours, when Customer Service is closed.
- Work closely with warehouse teams, drivers, and management to ensure smooth operations.
Dispatcher / OS&D Coordinator
TransX Group of Companies
New Westminster, British Columbia
01.2025 - Current
- Coordinated freight shipments across multiple locations using dispatch software (TMW).
- Communicated effectively with drivers to ensure timely pickups and deliveries.
- Managed schedules and assignments for a team of drivers ensuring coverage.
- Resolved customer inquiries and issues related to shipping logistics promptly.
- Inspecting shipments to validate claims.
- Working with claimants to assess and recreate scenarios to assess liability.
- Researching claims, analyzing root causes, determining solutions, and communicating findings.
- Preparing all paperwork and the repackaging of all OS&D freight.
Education
Bachelor's in Commerce - Accounting And Finance
CCS
India04-2012
Skills
- Application troubleshooting
- Ticket management
- Software installation
- System configuration
- Customer relationship management
- Customer support
References
References available upon request.
Timeline
Dispatcher / OS&D Coordinator
TransX Group of Companies
01.2025 - Current
Dispatcher
Manitoulin Transport
08.2024 - 01.2025
Dispatcher
Canada Cartage
08.2023 - 07.2024
Senior Support Analyst
Xoriant Solutions Pvt. Ltd.
10.2021 - 04.2023
Application Support Analyst
Stellar Information Technology Pvt. Ltd
11.2016 - 10.2021
Bachelor's in Commerce - Accounting And Finance
CCS