Vishvas Sharma

I’m an IT professional with 11+ years of experience in IT Service Desk, IT Operations, and enterprise technical support. At Ciena, I progressed from Service Desk Engineer to Senior Consultant, Systems Engineer, while taking on SME and Service Desk Lead responsibilities.

I have experience managing global Service Desk operations, monitoring SLAs and KPIs, handling P1/P2 major incidents, coordinating bridge calls, managing escalations, and communicating with stakeholders across different time zones. I’ve also worked on Root Cause Analysis (RCA), problem management, ticket trend analysis, and service improvement initiatives.

One of my key achievements was helping reduce Service Desk mis-triaged tickets from 8.41% to 3% through incident analysis, improved ticket categorization, knowledge sharing, and process improvements.

My technical experience includes ServiceNow, Microsoft 365, Active Directory, Entra ID, Okta, RSA, CyberArk access workflows, Zscaler, JAMF, SCCM, and Nexthink. I’ve supported both Windows and Mac environments and contributed to onboarding and offboarding, access management, application licensing, knowledge base development, team training, shift-left initiatives, and automation opportunities.

I’m also building my skills in AI and productivity tools, including Microsoft Copilot, ChatGPT, and prompt engineering, with a focus on practical applications in IT Operations and Service Management.

I enjoy solving problems, improving processes, mentoring team members, and working with technical teams to deliver reliable IT services and a better user experience.