Rashi Sharma

Experience

• 

  Bank of America

  Feb 2009 - Sept 2016

  Analyst

  • Assist manager(s) in providing status updates to management on a regular basis to create transparency and to reducerisks.• Create, distribute, and evaluate network management performance reports • Created various workflows for Incident Management, Change Management, Service Requests and SLA's • Performs analyses to assess provider trends, network adequacy and optimize company performance.• Work with developers to resolve their technical issues & mentor them, work with QA Lead/Manager to improve test plan.• Working alongside business users and members of the development team to understand the business processes to deve-•Top best-of-breed management systems.• Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.• End to end ownership to work across service partners or other deep-level support to ensure Top Management incident is• been resolved promptly.• Evaluate and develop solutions using multiple platforms to resolve complex technical problems based on in-depth • evaluation of faculty and staff requests . Show less

• 

  Virtusa

  Sept 2016 - now

  • Lead technical consulting and be the liaison between Design and Build team, project management team and software engineering support team on all support and maintenance issues including software deployment, software performance and system reliability.• Serve as escalation resource between Technical Operations and Systems Engineering, handling technical issues which may require further investigation and consultation with other teams within the company.• Assisting in establishing standard processes for diagnosing, tracking and escalating issues. Provide technical expertise and leadership to support teams in the analysis, design, test and support of tolling business applications.• Establish and coordinate software maintenance activities across different regions.• Proactively identify incidents and implement solutions to detect and prevent outages.• Identify conflicting business practices and integration issues, suggesting alternative solutions Troubleshooting and resolving issues in production environments.• Evaluates, prioritizes and addresses all types of service requests Identify, diagnose, repair, and resolve problems affecting system performance. • Top Management support reporting and data analysis to identify improvement areas, partnering with service owner on continuous service improvement.• Ensure coverage and support of all critical service management Processed: Incident Management, Change Management, Problem Management. • Work closely with business and other teams to assist in overall definition of support items and provide quick insistence to meet SLA's• Implement Geneos monitoring across all applications. Understanding new requirements and setting up correct alerts. Show less

  • Sales Manager

    Jan 2020 - now

  • Associate Manager

    Sept 2016 - Nov 2023