Annu Sharma

Experience

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  Wipro

  Jul 2009 - Feb 2011

  Service Desk Analyst

  • Requirement gathering from end users by phone calls and email communication.• Resolve the end user incidents/tickets by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.• Fulfilling the requests by clarifying desired information; completing transactions; forwarding requests. Show less

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  Tata Consultancy Services

  Feb 2011 - Aug 2013

  Service Desk Sr Analyst

  • Worked on Infrastructure Service management role and responsibilities.• Use of ITSM and BMC remedy tool for service management.• Creating, deleting & managing users accounts and provide/revoke access to network folders &.• Adding/removing users from mail groups.• Efficiently handling bridge call on every incident.• Use of ITSM and BMC remedy tool for service management.• Review the Root-Cause-Analysis and Long-Term-Fix details provided by the appropriate IT group.• Ensuring customer satisfaction by providing online technical support.• Served as operating system.• Expert, providing technical support for entire organization. Show less

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  Capgemini

  Apr 2014 - Dec 2019

  Senior Consultant

  Management Professional with experience in IT Operation and Utilities Sector, working on Incident Management, Problem Management, Knowledge Management, Change Management & Client Communication for Energy & Utility, providing support for Global Opportunities coming in Smart Metering a as a core team member. Achievements

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  DXC Technology

  Dec 2019 - Aug 2020

  Global IPC Manager
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  Wells Fargo

  Sept 2020 - now

  Enterprise Problem Manager