Open to opportunities

Aakash Sharma

@aakashsharma3

Message

Experienced Application Support Manager with a focus on optimization.

Zimbabwe

Message

What I'm looking for

I am looking for a role that offers growth opportunities and values continuous improvement.

I am an experienced Application Support Manager with over nine years in Enterprise Content Management and application deployment. My expertise lies in team leadership, technical support, and problem-solving, particularly in incident, change, and release management. I have a strong background in Open Text Content Server, SQL/Oracle databases, and Windows Server Maintenance, which enables me to deliver customer-focused support and drive continuous improvements to optimize application performance and customer satisfaction.

In my current role as a Senior Product Support Tech Advisor at IQVIA RDS Pvt Ltd, I lead global support resources and manage 24/7 support for production environments. I collaborate closely with Change Management and Release Managers to evaluate change events, ensuring high-quality software deployments. My focus on enhancing client relationships through technical assistance and solutions has resulted in significant operational efficiencies and improved incident resolution processes.

Throughout my career, I have consistently demonstrated my ability to manage escalated ticketing and defect tracking, conduct performance and capacity monitoring, and develop remediation plans. My previous experiences at Capgemini and Cognizant Technology Solutions have further honed my skills in technical support and database management, allowing me to contribute effectively to the success of my teams and the satisfaction of our clients.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Support Tech Advisor

Current

IQVIA RDS Pvt Ltd

Jul 2023 - Present (1 year 11 months)

Led global support resources and managed 24/7 support for production environments, including infrastructure and application components. Collaborated with Change Management and Release Managers to evaluate change events and ensure high-quality software deployments. Managed escalated ticketing and defect tracking for applications, driving process improvements and optimizing incident resolution.

Incident Management Change Management Release Management Performance Analysis SQL Oracle Windows Server

Product Support Tech Advisor 2

IQVIA RDS Pvt Ltd

Sep 2019 - Present (5 years 9 months)

Delivered application support for client services, including case management and deployment, with responsibilities for incident and change management. Handled server administration, database configuration, and user management within Livelink and Wingspan environments. Developed and maintained client-specific reports, providing insights on ticket status and application usage to optimize support ope

Livelink Wingspan Incident Management Change Management Database Configuration Specifications SQL Oracle LiveLink

Associate Consultant

Capgemini India Pvt Ltd

Feb 2018 - Present (7 years 4 months)

Provided technical support, problem-solving, and documentation for customers on Open Text platforms. Configured and maintained Livelink databases, managed permissions and user access, and administered server environments. Supported key applications, including MAP and Baggage systems, ensuring consistent availability and performance.

Livelink Database Management Technical Support Problem Solving LiveLink

Programmer Analyst Trainee

Cognizant Technology Solutions

Apr 2015 - Present (10 years 2 months)

Assisted clients with service management and troubleshooting on Livelink applications, including change management and incident resolution. Conducted server management and database maintenance, including administering permissions and indexing functionalities. Produced client-specific reports and ensured smooth server operations through proactive monitoring and issue resolution.

Change Management Incident Management Reporting LiveLink