Rahul Sharma

Work History

BTG

Auckland

01.2023 - Current

Identified plans and resources required to meet project goals and objectives.
Developed and initiated projects, managed costs, and monitored performance.
Met project deadlines without sacrificing build quality or workplace safety.
Planned, designed, and scheduled phases for large projects.
Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Monitored project performance to identify areas of improvement and make adjustments.
Coordinated with external vendors to deliver IT project components.
Updated customers and senior leaders on progress and roadblocks.
Coordinated material procurement and required services for projects within budget requirements.

Timecloud

Auckland, AUK

02.2022 - 01.2023

Oversaw entire product deployments from vision and creation to rollout and delivery.
Lead and guide team of 6 team members.
Configure the software as per client's requirements. Onboard clients remotely or on-site as per their needs.
Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
Owned and prioritized product backlog.
Collaborated with development team on required services and tasks.
Focused on building critical features up front in order to identify constraints and technical challenges.
Conducted market research to identify new opportunities and target markets.
Captured new customers by optimizing business strategies and launching products to diversify offerings.
Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
Coordinated with software developers to create custom applications and trackers to achieve client goals.
Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
Coordinated with design and media teams to develop high-quality creative assets.

Sky TV New Zealand

Auckland, AUK

02.2021 - 02.2022

Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
Assessed technical complexity of tickets to escalate to Tier 3 team.
Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Monitored system performance to identify potential issues.
Researched and identified solutions to technical problems.
Helped streamline repair processes and update procedures for support action consistency.

2degrees

Auckland, AUK

05.2019 - 02.2021

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Recorded and maintained relevant notes for each client and work order.
Resolved 60+ technical support inquiries per day.
Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Managed high levels of call flow and responded to Mobile, Broadband(B2C & B2B) technical support needs.
Identified potential sales and cross-selling opportunities and informed supervisor.
Explained security measures in simple terminology to help users understand malware and phishing threats.

Digital Technology Ltd

Auckland, AUK

02.2018 - 02.2019

Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Configured hardware, devices, and software to set up work stations for employees.
Patched software and installed new versions to eliminate security problems and protect data.
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Walked individuals through basic troubleshooting tasks.
Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.