Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Languages
Personal Details
Declaration
Timeline
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Ahana Prakash

Bangalore

Summary

Results-driven Technical Application Specialist with a proven track record in client support and issue resolution. Expert in ServiceNow and adept at enhancing workflows, achieving high CSAT scores. Strong communicator and collaborator, consistently delivering customized solutions that meet client needs and drive operational excellence.

Overview

7
7
years of professional experience

Work History

Technical Application Specialist

Epicor Software
Bangalore
08.2022 - 05.2025
  • Provided comprehensive technical support for Epicor’s ERP application, enhancing client satisfaction.
  • Engaged with customers to understand requirements, delivering tailored software solutions effectively.
  • Directed IT infrastructure operations across local and remote sites, upholding quality standards.
  • Consistently achieved top CSAT scores through proactive client relationship management.
  • Streamlined case handling by reducing backlogs and maintaining organized queues for support cases.
  • Executed daily oversight of client support systems via ServiceNow, aligning responses with SLAs.
  • Monitored incoming requests from Client Support and Client Relations, ensuring timely execution.
  • Collaborated across departments to design technology solutions that fulfilled client specifications.

Senior Technical Process Executive

Infosys
Bengaluru
11.2018 - 11.2021
  • Facilitated effective customer communication through strong verbal and written skills.
  • Delivered superior-level support as primary contact for raised issues, ensuring focused responses from support teams.
  • Collaborated with support leadership to address business challenges and implement solutions.
  • Designed and developed processes and tools to enhance workflow and incident management in support functions.
  • Resolved critical customer issues by leveraging cross-functional resources for efficient solutions.
  • Achieved results through effective people, business, and operations management practices.
  • Contributed strategic insights during planning discussions to improve processes and customer service delivery.
  • Conducted team meetings and performance reviews with support engineers to foster development.

Education

BTECH - ELECTRONIC & COMMUNICATION ENGG

Cochin University of Science And Technology
Kerala
06-2016

12th -

Bhavans Vidya Mandir
Wayanad

10th -

Bhavans Vidya Mandir
Wayanad

Skills

  • Communication skills
  • Interpersonal abilities
  • Adaptability
  • Team collaboration
  • Work ethic
  • ServiceNow expertise
  • Client support
  • Ticket management
  • Service level agreements (SLA)
  • Workflow monitoring
  • Internal communication
  • Issue escalation
  • Request tracking
  • Documentation retrieval
  • Data accuracy and integrity
  • External stakeholder communication
  • Act as a medium between client and Development team

Accomplishments

  • Won prizes for various dance competitions at school and college level
  • Active participant in many music related programmes at college level
  • Won prize for poetry writing competition at higher secondary level
  • Won prizes for various sports items in school and college level
  • Participated in MPOWER training programme conducted at college

Hobbies

Listening to music,dancing and gardening

Languages

Malayam
First Language
English
Proficient (C2)
C2

Personal Details

 Gender:Female

Marital Status:Unmarried

Date of birth:18th October

Permanent Address:Atholi House,Moolankavu P.O,Sulthan Bathery,Wayanad,Kerala

        

Declaration

I hereby declare that the above mentioned information is true to the best of my knowledge and belief.

Place: Bangalore

Date: 4/4/2025     AHANA PRAKASH

Timeline

Technical Application Specialist

Epicor Software
08.2022 - 05.2025

Senior Technical Process Executive

Infosys
11.2018 - 11.2021

BTECH - ELECTRONIC & COMMUNICATION ENGG

Cochin University of Science And Technology

12th -

Bhavans Vidya Mandir

10th -

Bhavans Vidya Mandir

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Ahana Prakash