Shefali Bhargava
Mumbai
Summary
Enthusiastic and detail-oriented Service Desk Engineer with 2.5+ years of experience supporting Point-of-Sale (POS) Retail Site Systems, Payments, and Loyalty platforms. Proven track record in troubleshooting live production issues, managing deployments, training users, and ensuring smooth transactions for major retail clients.
Overview
2
2
years of professional experience
Work History
Service Desk Engineer
Artech Infosystems Pvt. Ltd
Bengaluru
10.2023 - Current
- Worked as L2/L3 agent with Shell US project
- Manage deployments of EPS software and Verifone Pin pad (Mx915/925/M400/P400) updates.
- Worked with POS Retail Vendor devices Verifone, Gilbarco & NCR & troueblshooted to resolve issues impacting payment & loyalty.
- Provided 24/7 support to 11k+ Shell gas station covering all North America through Call/Chat/ Email support.
- Led the Deployment and Integration of Invenco EPS and Wincor (Diebold Nixdorf) across all POS systems across multiple wholesalers enhancing transaction processing efficiency and security.
- Expertise in using tools like Salesforce, Jira, Citrix, Itarian, AWS connect.
- Analyzing XML logs to investigate live transactions, using Derby SQL 3.0 database to handle support related queries.
- Train individuals on creating & using technical documentation, including user guides, system manuals, and process documentation to learn POS Retail program.
- Provided line of support for end-users encountering IT issues, responding to incoming support requests via phone, email, or chat.
- Perform basic troubleshooting steps to resolve common software, and network issues. Assist with software installations, and configuration.
- Maintain accurate records of issues, solutions, and user interactions.
- Update knowledge base articles and internal documentation to assist with recurring issues.
- Escalated critical onsite issues to the appropriate teams for resolution.
- Proficiently worked as a trainer for 2+ months to train newly joined agents and deploy them in production.
Education
B.Tech - Electronics & Communication
RPIIT College, Kurukshetra University
01-2017
Diploma - Electronics & Communications
Greenwood Polytechnic College
01-2011
Secondary School Certificate -
Arya Senior Secondary School
01-2008
Skills
- POS Retail Management
- Payments & Loyalty Processing
- Incident & Problem Management
- Production Defect Analysis
- CompuCom Itarian & Comodo
- Salesforce
- Jira
- Squirrel SQL
- Derby SQL
- Invenco Cloud
- Networking, Security & Monitoring
Accomplishments
* Top 5 performers in team performance metrics.
* Achieved highest customer satisfaction (CSAT/survey) scores
* Acted as Shift Lead backup.
* Handled complex client/vendor escalations beyond agent level
* Provided supervisor-level support to ensure issue resolution
* Trained new joiners and deployed in production
* Achieved highest customer satisfaction (CSAT/survey) scores
* Acted as Shift Lead backup.
* Handled complex client/vendor escalations beyond agent level
* Provided supervisor-level support to ensure issue resolution
* Trained new joiners and deployed in production
Languages
- Hindi
- English
Timeline
Service Desk Engineer
Artech Infosystems Pvt. Ltd
10.2023 - Current
B.Tech - Electronics & Communication
RPIIT College, Kurukshetra University
Diploma - Electronics & Communications
Greenwood Polytechnic College
Secondary School Certificate -
Arya Senior Secondary School