Seema Rathod
Technical support
Pune Hadapsar,Maharastra
Summary
Product Support Engineer II with extensive experience in global technical support for access control security products, including DSC and Exacq Vision Server. Expertise in IT service delivery management, Salesforce CRM administration, and ServiceNow platform utilization. Proven ability to lead teams in resolving complex operational issues and establishing regional support centers to enhance service coverage. Focused on driving continuous improvement in technical support processes and expanding service capabilities across international markets. With background in providing technical support, I excel in diagnosing and resolving issues efficiently. My strengths lie in analytical thinking, effective communication, and collaboration. These skills enable me to simplify complex problems and deliver user-friendly solutions, ensuring customer satisfaction and seamless product performance. Technical professional with experience in troubleshooting, resolving hardware and software issues, and providing thorough technical support. Skilled in collaborating with cross-functional teams to ensure seamless product functionality and customer satisfaction. Strong communication skills and proactive approach to problem-solving in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Product Support Engineer II
Johnson Controls
Pune, Maharashtra
10.2019 - 02.2026
- Managed Global Technical support for access control security products, including DSC and Exacq Vision Server.
- Provided technical support and troubleshooting for product-related issues, enhancing customer satisfaction and loyalty.
- Provided first and second line desktop and on-site professional services support for certified installers.
- Led a team of 7 to drive and escalate support efforts, resolving complex operational delivery issues.
- Established regional support centers in Canada, United States, and India to enhance service coverage.
- Developed comprehensive management tools using Salesforce for performance reporting and user administration.
- Verified functionality of peripherals and initiated hardware failure cases promptly.
- Monitored system performance and coordinated network communication updates with new OS releases.
- Extended SSA expiry dates by adding features to demo, development, and production systems as needed.
Sr. Transaction Processing Officer
Mphasis Pvt Ltd
- Handling outbound calls for Auto EP Wells Fargo bank.
- Handling emails for creation of policy, reinstate of policy and cancellation of policy.
- Process different types of digital image scanned batches to different queues.
Sr. Technical Support Associate
Tech Mahindra Ltd.
10.2018 - 06.2019
- Provide L1 support to the users (Corporate, Consultants, Retailer and Dealers) who are working for Vodafone Australia as per incident management and SLA matrix.
- Granting, revoking access and password reset on call or off call for corporate employee.
- Creation, modification, and termination of access for users in Active Directory.
- Application Support Siebel, Salesforce, Oracle, Citrix, BMC Remedy, and 277 other application.
- Create incident, update work log, prioritize and categorize the incident and monitor progress of the incident.
- Project being Dynamic and not static need to ensure all version changes and updates are passed on to the entire team.
- Enhance process capability from the current base-line through process improvement methodologies.
- Coordinate with other process teams to identify cross program dependencies and leverage resources appropriately.
- Drive continuous improvement culture through training, coordination, and implementation.
- Establish a communication plan between all stakeholders in the project.
- Internal and External Calibration.
Technical Support Associate
Mphasis Pvt Ltd
04.2016 - 10.2018
- Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity 1 & 2 incidents.
- Communicate the resolution to End user.
- Notify the Top/High level management if any issue occurs.
- Knowledge of working on ticketing tool like SM9 and Service Now.
- Contacting the application teams and getting them on call for resolving the issue and check if the applications/Server/Database is up and running.
- Helping in getting the correct resolution for the issue.
- Proven success working in high volume, 24X7 technical support process.
- Promoted to Escalations and review group which sharpened my ticket handling skills of Level 1 team and providing expert advice on resolving issues within SLA.
- Worked with Business Critical Network Team Members which helped me understand Network fundamentals and Infrastructure support for all HP supported Clients.
Customer Specialist Associate
Aegis Pvt Ltd
04.2015 - 01.2016
- Handling inbound calls related to postpaid bills, internet troubleshooting.
- Activate postpaid plans as per customers requirements and requests.
Education
B.E - IT
Dr. B.A.M.U.
01.2014
Diploma - IT
M.S.B.T.E
01.2010
HSC - Computer Science
Pune Board
01.2006
SSC - Computer Science
Pune Board
01.2004
Skills
- Asset procurement and management
- Provided L1, L2 support globally
- ServiceNow platform utilization
- CITRIX virtualization solutions
- Salesforce CRM tool utilization
- Register Licenses for Installers
- Network operations assistance
Languages
English
Hindi
Marathi
Interests
- Fitness hobbies that integrate physical movement and exercise into fun, strength and flexibility while reducing stress and improving mental clarity
Disclaimer
I hereby, affirm that the information provided above is correct to the best of my knowledge.
Career goals
- Leadership, Expertise becoming a thought leader, mentoring others, Expanding networks and achieving better work -life integration.
Timeline
Product Support Engineer II
Johnson Controls
10.2019 - 02.2026
Sr. Technical Support Associate
Tech Mahindra Ltd.
10.2018 - 06.2019
Technical Support Associate
Mphasis Pvt Ltd
04.2016 - 10.2018
Customer Specialist Associate
Aegis Pvt Ltd
04.2015 - 01.2016
B.E - IT
Dr. B.A.M.U.
Diploma - IT
M.S.B.T.E
HSC - Computer Science
Pune Board
SSC - Computer Science
Pune Board
Sr. Transaction Processing Officer
Mphasis Pvt Ltd