39 S Sneha Sharma

I am a results-oriented and analytical professional with over 3 years of experience in client-facing roles, now seeking to transition into a Technical Support Representative position. My strong foundation in logical reasoning, data analysis, and problem solving has been honed through my background in Applied Mathematics. I communicate complex concepts clearly and excel in managing multiple priorities while ensuring user satisfaction.

Technical Support & Client Communication Role (TGT — Mathematics) - Sanskar International School - Bargarh (Odisha)

(2023-06 - 2026-01)

• Served as the primary point of contact for 100+ students and parents, resolving academic queries and concerns promptly — mirroring L1 support responsibilities.
• Diagnosed and resolved individual learning issues through structured triage: identifying root causes, applying targeted interventions, and tracking outcomes.
• Maintained detailed records of student progress and incidents, ensuring accurate documentation and timely escalation to senior staff when required.
• Coordinated with administrative teams, parents, and management to ensure seamless communication and issue resolution within defined timelines (SLA adherence).
• Delivered clear, user-friendly explanations of complex mathematical concepts to diverse audiences — directly transferable to technical troubleshooting communication.
• Managed high-volume, multi-priority tasks across grade levels in a fast-paced environment, maintaining quality and meeting deadlines consistently.

Support Intern — User Assistance & Issue Resolution - Jawahar Navodaya Vidyalaya - Birbhum (West Bengal)

(2022-09 - 2023-01)

• Provided direct user support (students and staff) by addressing queries, troubleshooting learning difficulties, and escalating complex cases to senior personnel.
• Followed structured workflows and institutional processes, ensuring compliance with centrally mandated procedures — analogous to ITIL-based support practices.
• Assisted in tracking, logging, and reporting user issues; maintained organized records for review and improvement planning.
• Developed strong skills in active listening, empathy-driven communication, and multi-user issue management under supervision.

Bachelor of Education (B.Ed.) - Mathematics & Physical Science - Regional Institute of Education (NCERT)

Masters in Applied Mathematics - Applied Mathematics - Central University of Jharkhand

B.Sc. in Applied Mathematics - Applied Mathematics - Central University of Jharkhand