PRANAY SHARMA

27A Malahide Road, Artane, Dublin 5 | M: (089) - 474 - 1926 | pranaysharma@live.com

SUMMARY

Mission Statement :

A BCA University graduate offering a strong academic background in IT combined with a highly motivated and proficient attitude and extensive experience in software engineering.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

MBA Graduate international business specializing in marketing pertaining to consumer perception regarding extended warranties

Currently pursuing a second Masters in Applied Computing for Technologists in D.I.T part time.

EXPERIENCE

Technical Support At Home Advisor 15/7/2015 – ongoingApple Inc. Head office – Cork, Hollyill.

To provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software.

Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.

To provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customer at all times.

To be available to receive calls for a minimum of 80% of on-line time. To provide feedback on a daily basis to the team leader on new issues or call drivers that have been

discovered. Wow our customers by listening attentively to their needs, gain agreement on the resolution and

bring the issue to conclusion. To educate customers on support options and the steps being taken to resolve their issue. Communicate pro-actively and positively with team members, customers, and other partners –

Keeping in mind that I am representing the Apple brand.

Technical Support Executives (Fixed Line) 12/2014 – 7/2015Eircom Telecommunications Ltd. Dublin 1, Ireland

Deal with customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with Company procedures.

Track and take ownership of all outstanding queries to ensure follow through in all cases. Maintain an up-to-date level of service, systems and procedural knowledge.

To maintain ongoing communication with other departments within the organization to ensure Customer Care are consistently kept informed of any updates/issues.

Ensure two-way communication by keeping the other groups informed on customer issues. To maintain target levels of performance. Help maintain a good team and working environment through assisting fellow team members,

particularly in relation to technical matters. Any additional tasks as the role evolves.

Data administrator and customer service representative 08/2012 to 09/2013MTS Security Dublin 1, Ireland

Involved in service and technical support for clients. Offering immediate risk assessment to clients and subsequently, dispatching one of the company

engineers to the client's office location. Responsible for processing and integrating data and report information on an ongoing basis.

Software used -

Windows Server 2003 Microsoft Office - Excel, Word, MS access, Outlook http://www.dpsystems.ie/products.html - (List of software's is available on this website.) Advanced Business Manager(ABM) Visual Alarm Manager (VAM)

Data administrator 02/2012 to 02/2013Dalsey,Hillblom and Lynn (DHL) Dublin Logistic Park, Ireland

Involved in the administration of data entry for large courier service Responsible for providing alphanumeric data from reports and study documents into an electronic

tracking system on a day to day basis. Verifying data entry work and scanning documents for accuracy. Filing faxing and distributing mail and answering phone calls when needed. Efficient and highly skilled with typing a high volume of information into a database (Citrix

Environment) on a consistent basis.

Software used -

Citrix Windows Server 2000 MS Outlook

Interning within Dalsey Hillblom and Lynn (DHL Express)Before my shifts as a data entry clerk I was taken on as an intern to the I.T department.

Working as a project developer using ODBC- software used to connect various databases. Working with and using SQL server database Assisting and with liaising with clientele to gain experience and knowledge in the workforce.

Co. developer of database management of company website 02/2012 to 05/2012Wild Rover Tours Dublin, Ireland

Involved in the building of a database management system more specifically, a booking engine for the reservation of tours with Wild Rover.

Created, and customized client specific web pages for reservation system using MS SQL. Booking engine successfully allows clients to specify their tour specifications such as tour type,

pickup location, party number as well as client’s contact details. Improved knowledge regarding database management systems as well as recapitulated existing skill

set and abilities in DBM.

Software used -

My SQL HTML and CSS

Tech Support Manager 05/2009 to 03/2010Spice Mobile (Kapoor watch Co.) Gwalior, India

Maintain Leadership through effective People & Personnel Management Performance Management & Team Development through Monitoring, Coaching and providing

feedback to agents on a regular basis. Conduct regular formal and informal one on one meeting with staff to ensure expectations in

departmental goals is being achieved providing timely and constructive feedback & positive recognition.

Contribute to our in-house knowledge base, writing quality articles to be used by customers and peers at work.

Providing technical issue escalation recommendations as needed using appropriate methodology. Promote a team environment by assisting co-workers whenever necessary to enhance the

professional development of everyone within the organization

Software used -

Windows 2003, My SQL http://www.spicesmartphones.com/contact-us Link to the website - that was the application used online to handle the queries, log calls, book parts

etc. (http://partner.spicemobile.in:8100/irj/portal)

THESIS

Domestic Airline Reservation System’ Thesis 04/2009

Thesis completed for BCA (Bachelors of computer application).

Built domestic airline reservation system in VB.Net System which enabled user to book tickets for domestic airline. SQL used for maintaining database System proved o be highly effective,

Education

MSc in applied Computing for Technologists. HETAC level 9, 02/2014 to 09/2016.

DIT - Dublin Institute of Technology Kings inn street ,Dublin 1, Ireland

Main subjests

1. Programming in Java

2. Image Processing

3. Operating Systems

4. Database Systems

5. Artificial Intelligence

6. Networks

7. Software Engineering

8. Software Management

9. Image & Video Compression

10. Algorithms & Data Structures

11. Graphics & Computer Modeling

12. Introduction to Numerical Methods

MBA in Business Administration, HETAC level 9 , 04/2010 to 02/2012

DBS - Dublin Business School Dame Street, Dublin 2, Ireland

GPA - 2.2

Completed dissertation which investigated in depth the consumer’s perception of extended warranties in

marketing.

BCA in Computer Applications, 2006 to 2009

L.P.U University , Phagwara, Punjab, India

GPA - 2.1

Worked on both Individual and Team projects during my graduation and developed numerous Information Management systems including systems for an airplane and hospital respectively.

Implemented different programming languages during projects such as C, C++ and Java among others.

Skills I am a highly efficient individual who is motivated and dedicated to producing the highest quality of

work I can achieve. As well as being successful in a team environment I have the ability to be enterprising and to take

the initiative. I am an adept problem solver and work well in difficult high pressure situations. Quickly absorb complicated technological content in a fast paced environment.

ReferenceRavi Kapoor - 0091 9893100443Director Spice Mobile, Gwalior,

Other References available on Request