Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

AISHWARYA TOTE

SME Operation
Pune, Maharashtra

Summary

Experienced professional with a strong background in training, leading, and managing team performance within the Technical Support/Customer Service industry. Dedicated to delivering exceptional customer service through proactive measures and innovative solutions. Extensive experience collaborating on various projects across different departments and enterprises, including Dell Tech Direct, Enrolment, CSAT, ODE Projects, and Agentic AI.

Overview

6
6
years of professional experience

Work History

SME Operations

Aligned Automation
PUNE
03.2022 - 06.2025
  • Managed support cases and escalated complex issues to higher-level technical support when necessary.
  • Created and updated documentation, including knowledge base articles, to improve customer self-service and support efficiency.
  • Collaborated with cross-functional teams to contribute subject matter expertise to various projects.
  • Monitored customer queries, response times, and resolution rates, reporting to management.
  • Monitored team performance, offering regular feedback to improve skills and outcomes.

Technical Support Engineer

ActioHX
04.2019 - 02.2022
  • Handled support tickets to ensure timely resolution and compliance with SLA requirements.
  • Managed high-priority tickets, including same-business-day service requests.
  • Provided support for both individual clients and enterprise lines of business.
  • Handle the critical issue with the help of GCC (Global Command Center).
  • Audit the weekly performance of Tech support engineers and help them for improvement.
  • Analyze and validate the troubleshooting and take action accordingly using various ticket-solving tools.


Education

Bachelor of Engineering - Electronics and Telecommunication

Zeal College of Engineering & Research
Pune, Maharashtra
01-2016

Diploma - Electronics and Telecommunication

MIT
Pune, Maharashtra
01-2013

SSC -

Agragami High School
Wardha , Maharashtra
01-2010

Skills

Outstanding organizational

Awards

Dell Tech Direct - ActioHX and Aligned Automation 2021,2023 and 2024


  • Honed to excellence with the ability to work under pressure in a fast-paced and sensitive environment, adept at handling people from diversified cultures and disciplines.

Timeline

SME Operations

Aligned Automation
03.2022 - 06.2025

Technical Support Engineer

ActioHX
04.2019 - 02.2022

Bachelor of Engineering - Electronics and Telecommunication

Zeal College of Engineering & Research

Diploma - Electronics and Telecommunication

MIT

SSC -

Agragami High School

Similar Profiles

CREATE PROFILE
AISHWARYA TOTESME Operation