1. PRERNA SHARMA
H. No.- 1034/7, Parvatiya Colony, Gurudwara Road, NIT Faridabad-121005 Haryana
Mob: - 9873049026, E mail- ichusharma22@gmail.com
Objective:
A challenge at every step that would bring out the best in me and would give me a chance to
whet my acquired skills through experience and learning is what I look forward to.
Professional Experience
A dynamic professional with of experience managing client services and meeting client
expectations.
Company:
1. Sri Ram & Comp care at client location Wipro InfoTech, Gurgaon from 16th-June-2014 to
19th-May-2015.
2. Progressive InfoTech at client location Bharti Airtel Gurgaon from 22nd-June-2015 to 29th-
Sep-2015.
3. Netconnect Private Limited at client location HPE Gurgaon from 14th-Oct-2015 to till date.
I Internal Billing Process (Wipro Ltd)
Designation: Operation Executive
Role at Site:-
Maintaining over all billing –Called OBL billing
SDC/POD updating on SAP.
Material Delivery tracking.
Process Vendor Bills
Co-ordinate with courier for on time material delivery.
II Client: SMS INDIA PVT LTD
Designation: Helpdesk Co-coordinator
Role at Site:
Accept request for assistance or problem reports from user enter information into problem
tracking system E- Helpline & WCCC portal.
Allocate tickets to technical engineers.
Coordination with Customer regarding their IT related issues.
Vendor coordination for spares, Lease line, Data Card, Black berry & IP phones.
Payment tracking with Finance dept.

2. III Client: Accenture
Designation: Service Delivery Executive (SDE)
Role at Site:
Helpdesk Incident Management (SAP).
Register the Tickets in the Tool (SOLMAN Tool).
Tickets assign to related Technical desk.
Daily Basis Report fetching and dispatch to incident manager.
Monthly Created the MIS/PPT Report.
IV Client: Hewlett-Packard
Designation: IT Helpdesk/ Quality Analysis/ MIS
Role at site:
 IT Helpdesk:
ITIL based on tool HPSM 9.4
Tool used Active Sync, My IDM, AD access.
ITIL Support issue regarding outlook, NTID , Basic SAP access, remote support FLT.
24/7(PAN India) support provided to Client.
 Quality Analysis:
Service Ticket Audit
Service Call Barging Audit
Communication – Email Audit
Email and Verbal Communication – DSAT convert to CSAT
Fetching Daily Incident and Service Request Report from tool SM 9.4
Fetching Cosmo Call Recording of Agents L1
 Documentation:
KB Update: KB update & review with WPS lead
Process Documentation Review: All process documents (Share drive) to be updated &
reviewed with WPS lead.
Share Drive update: All process documentation, KB, Audit reports documentation &
other MIS documentation to be updated & reviewed with WPS lead.
 Team Development Process:

3. Trainings (New Joinee)
Training Calendar/ Tracker
Team Skill Set
Team Details Tracker
Joiner and Leaver Trackers
Educational Qualification
Diploma in Computer Science from HSBTE – 60%
Passed 10+2 from C.B.S.E. – 61%
Passed 10th from C.B.S.E. – 62%
Strength
Ready to learn and take up challenges, Ability to grasp things at fast pace.
Personal Details:
Name : Prerna Sharma
Father’s Name : Sh. Pawan Kumar Sharma
Sex : Female
Marital status : Unmarried
Languages Known : English, Hindi
Date of Birth : 22/11/1992