Aashna Sharma
Expert Tech Support Professional
Pune
Summary
Experienced with analyzing and resolving technical issues across various platforms of TW and TWD. Utilizes excellent problem-solving skills to provide effective solutions and reliable customer experience. Knowledge of customer service principles ensures better customer satisfaction.
Overview
9
9
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Expert Tech Support Professional
Honeywell
04.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving technical issues, and providing a better customer experience with timely updates while working as an escalation engineer.
- Help implement new Support 2.0 processes to streamline processes by creating comprehensive documentation of technical procedures for future reference.
- Work as a named resource for customers with escalated priorities.
- Provided training sessions and product walkthroughs to clients for increased admin knowledge.
- Monitor and work as the APAC India POC for EMDR-related activities, and manage incidents/outages.
- Handle a team of five associates as a functional team lead.
- Analyze the pattern of recurring issues in the product, report them as defects, and educate the team.
- Coordinate with multiple teams, such as R&D, DevOps, QE, and the Tech Writer team, while handling escalations and potential issues or enhancements.
- Represent the Support team at the TUG event 2024.
Customer Support Engineer
Sparta Systems, Honeywell
07.2021 - Current
- Working as a technical support professional for Sparta Systems for the products Trackwise and Trackwise Digital.
- Working with various customers on both the products for various issues related to configuration, implementation, Validation, Migration, Defects and Enhancements.
- Exposed to all the features of various different versions of Trackwise.
- Training resource on the Support Process and Application.
- Being a Trackwise expert, assisting the other resources on the application and active support cases.
- Creating documentation and Knowledge base article for the betterment of the process.
Program Analyst
Cognizant Technology Solutions
07.2018 - 06.2021
- Role: Lead TrackWise Developer
- Healthcare client implementing three of their business processes CAPA, SCAR and Complaint Management in a brand-new Trackwise Platform.
- Understanding the business requirements and implementing the same into the system which involves the following configuration.
- Creation of new fields
- Group Categories
- Activity types PR State and Workflow.
- Creation/Modification of Different field class.
- Creation of Admin Query, Admin Activity, Admin Schedules, -Admin Trigger and Dynamic Query for automated business rules.
- Provide Hypercare Support
- Working with OQ and PQ teams to support the business testing.
- Creation/Modification of Design Speculation Document.
- Authoring/Drafting of Installation Qualification (IQ) documents and IQ Summary Reports.
- Validation process of IQ and PIQ in Valgenesis.
- Development and modification of Trackwise reports using Crystal Reports.
- Migration of configuration from source to destination environments using Trackwise Monitor.
- Use of Trackwise Import Utilities - PR Import, Selection Import.
- Knowledge of transition to Support and testing team.
Trainee
BSNL
06.2017 - 06.2017
- Implant training on NETWORKING at Rajiv Gandhi Memorial Telecom Training Centre
Trainee
Advanz101 Systems Private Ltd.
06.2016 - 07.2016
- Company Overview: ADVANZ101 is an ISO9001
Education
Bachelor of Technology - Computer Science and Engineering
SRM UNIVERSITY
06.2018
XII Board - Science and Informatic Practices
CHAMELI DEVI PUBLIC SCHOOL
05.2014
X Board - undefined
CHAMELI DEVI PUBLIC SCHOOL
05.2012
Skills
TrackWise
TrackWise Digital
EMDR/MIR Utility
Crystal Reports
Root Cause Analysis
Application Support
Incident management
Salesforce Administrator
Certification
Certificate of Accreditation - TrackWise (Core with All Reporting)
Accomplishments
- Awarded STAR Performer of the Quarter for working as a Dual Resource : Sparta Systems, Honeywell
- INDIAN SCHOOL OF BUSINESS Served as CAMPUS AMBASSADOR for their YLP (Young Leadership Program).
- MICROSOFT STUDENT CLUB : Organized Microsoft Office Specialist India Championship.
- SRMKZILLA, MOZFEST’17 : Organizing member of Mozilla Firefox club.
Training
May 2022 Salesforce App Builder
Timeline
Expert Tech Support Professional
Honeywell
04.2023 - Current
Customer Support Engineer
Sparta Systems, Honeywell
07.2021 - Current
Program Analyst
Cognizant Technology Solutions
07.2018 - 06.2021
Trainee
BSNL
06.2017 - 06.2017
Trainee
Advanz101 Systems Private Ltd.
06.2016 - 07.2016
XII Board - Science and Informatic Practices
CHAMELI DEVI PUBLIC SCHOOL
X Board - undefined
CHAMELI DEVI PUBLIC SCHOOL
Bachelor of Technology - Computer Science and Engineering
SRM UNIVERSITY