Akansha Joshi
Senior Support Specialist
Hyderabad,TS
Summary
Dynamic Senior Support Specialist at Avantor with a proven track record in incident management and technical troubleshooting for SharePoint, Teams, Onedrive etc. Achieved significant reductions in call resolution time through targeted process improvements and costs reduction by SharePoint storage optimization. Skilled in training and mentoring, fostering collaboration, and enhancing customer communications to drive exceptional service outcomes.
Conducted multiple training sessions with end user and Live events for all the stakeholders including CEO, VPs, EVPs and Directors.
Overview
7
7
years of professional experience
Work History
Senior Support Specialist
Avantor
05.2022 - Current
- Reduced average call resolution time by implementing targeted process improvements and training initiatives.
- Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
- Managed high-volume support tickets, around 600-1,200 in a year, while maintaining excellent customer service ratings.
- Developed and implemented comprehensive training programs to increase staff knowledge and skillsets.
- Collaborated with cross-functional teams to identify root causes of recurring issues and develop solutions.
- Championed best practices in ticket handling and case management, resulting in improved issue tracking accuracy.
- Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
- Tracked KPIs and created continuous improvement plans, such as SharePoint storage optimization through archival, migrations, and building an Intranet.
Application Development Analyst
Accenture
06.2021 - 05.2022
- Leveraged Agile methodologies for efficient project management, meeting critical deadlines while maintaining flexibility for evolving requirements.
- Collaborated with cross-functional teams to deliver high-quality software applications on time and within budget.
- Enhanced application functionality by identifying areas for improvement and implementing modifications.
- Reduced application errors by conducting thorough testing procedures and promptly addressing issues.
- Mentored junior team members, fostering an environment conducive to skill growth and knowledge sharing.
- Supported end-users with prompt troubleshooting assistance, minimizing downtime due to technical issues.
Application Development Associate
Accenture
11.2018 - 05.2021
- Analyzed end-user requirements to create tailored solutions that meet specific business needs for O365 products.
- Followed products through pipeline across Software Development Life Cycle (SDLC) models, adapting to fit organizational needs.
- Provided exceptional customer support by addressing inquiries promptly and resolving issues efficiently.
- Delivered comprehensive technical documentation, enabling seamless knowledge transfer to team members and stakeholders.
- Continuously updated professional knowledge through research, attending workshops, conferences, and training sessions that contributed to excellent work outcomes.
Education
Bachelor of Technology - Electronics And Instrumentation
Banasthali Vidyapeeth
Jaipur 04.2001 -
Skills
Incident management
Ticketing system experience
System administration
ITIL framework
Customer communications
Technical troubleshooting
Training and mentoring
Escalation management
Vendor relations
Teamwork and collaboration
Problem-solving
Remote technical support
Excellent communication
Timeline
Senior Support Specialist
Avantor
05.2022 - Current
Application Development Analyst
Accenture
06.2021 - 05.2022
Application Development Associate
Accenture
11.2018 - 05.2021
Bachelor of Technology - Electronics And Instrumentation
Banasthali Vidyapeeth
04.2001 -