Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Training
Timeline
Generic
Aashna Sharma

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

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
Aashna SharmaExpert Tech Support Professional