ASHI PANDEY
Bangalore
Summary
Bilingual customer support engineer proudly offering several years' experience in diagnostics, analytics and coding. An enthusiastic employee with knowledge of equipment installation and product repairs. Skilled in task prioritization, exemplary customer service and troubleshooting. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Support Engineer
Celonis India Pvt Ltd
Bangalore
02.2023 - Current
- Aided customers in resolving various challenges like Data Extraction, Data Platform, and Studio issues alongside PQL and SQL problems.
- Created detailed documentation regarding customer interactions and resolutions.
- Collaborated with team and customers on bridge calls to address concerns
- Successfully oversaw and supported 5+ essential mission-critical accounts.
- Utilized Datadog to identify and resolve log errors
- Gained extensive experience in producing valuable knowledge articles
- Maintained current knowledge of products and services offered by company.
- Tracked customer feedback to improve service quality and experience.
- Utilized hands-on experience to excel in Process and Task Mining
- Prepared reports on customer support activities and metrics for management review.
- Provided feedback to management on potential product enhancements and customer needs.
- Performed root cause analysis on recurring issues to prevent future occurrences.
PRODUCT SUPPORT ENGINEER
Sprinklr India Pvt Ltd
Bangalore
12.2021 - 02.2023
- Provided expert installation services for clients by setting up software products, database systems, and related applications.
- Collaborated with Dev teams to improve the quality of existing products.
- Collaborated with NOC team to effectively monitor and troubleshoot alerts
- Maintained a high level of efficiency in Command Center operations by effectively managing teams, tracking case resolutions, and producing comprehensive reports.
- Handled tech requests over calls/emails/live chats from end users and logged details
- Expertly handled the management and logging of JIRA tickets and Prod issues
- Created multiple test reports.
- Reported system malfunctions to engineering team members to ensure prompt resolution of issues.
- Resolved customer inquiries in a timely manner by providing effective solutions.
- Investigated reported incidents and took appropriate action based on findings.
- Participated in training sessions to stay up-to-date with current trends in product support technology.
- Analyzed customer feedback regarding product performance and identified areas for improvement.
TECHNICAL SUPPORT ENGINEER
IBM India Pvt Ltd
Gurgaon
05.2020 - 05.2021
- Installed and configured client computer systems
- Managed and resolved client IT Support Requests
- Facilitated customer assistance with account setups and application installations.
- Resolved and diagnosed network problems
- Assisted users with password resets and account lockout resolutions.
- Assisted customers with troubleshooting software and hardware issues.
- Resolved complex technical problems through root cause analysis techniques.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Provided remote assistance to end-users when needed.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
SERVICE DESK ENGINEER
Accenture
Gurgaon
12.2019 - 05.2020
- Served as a Contractor for a duration of six months
- Managed all IT activities for the client, including printer and scanner mapping and network troubleshooting.
- Resolved customer issues through various channels including calls, chats, and emails
- Assisted users with login credentials resetting or password resets.
- Installed, configured and tested desktop computers, laptops and peripherals.
- Analyzed system logs to identify potential issues.
- Performed system backups and restores when required.
- Documented troubleshooting steps taken during incident resolution process.
- Investigated reported incidents and identified root causes of incidents and problems.
Education
B.Tech - Information Technology
Kanpur Institute of Technology
Kanpur06-2019
Skills
- HTML/CSS
- Python
- PQL
- SQL
- Datadog
- Troubleshooting and diagnosis
- Root Cause Analysis
- Documentation And Reporting
- Escalation management
- Incident Management
- Client-facing skills
- Problem Solving
- Team work and Collaboration
- Written and Verbal Communication skills
- Production Environment
- Content Development
- Technical Documentation
Cover Letter
Dear Hiring Manager,
I can offer you over 4+ years of experience in technical/product support, having graduated from a reputable AKTU college and worked for major multinational corporations such as Accenture, IBM and Celonis. During this time, I gained knowledge of everyday tech skills and established myself in a position where my team constantly represents me as the team's face whenever a client or customer needs to be communicated. I believe I am the perfect fit for this position, and I look forward to working for your business to improve my future and offer it everything I have.
Personal Information
Date of Birth: 09/07/1997
Hobbies and Interests
- Operations
- Research
- Product Support
- Cloud Computing
- Forensics and Security
- Customer Resolution
- Dancing
- Baking
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
- Employee of the month awards
- Clubs/ Organizations/ Societies
- Dancing
- Cooking / Baking
- Collaboration and communication
Timeline
Customer Support Engineer
Celonis India Pvt Ltd
02.2023 - Current
PRODUCT SUPPORT ENGINEER
Sprinklr India Pvt Ltd
12.2021 - 02.2023
TECHNICAL SUPPORT ENGINEER
IBM India Pvt Ltd
05.2020 - 05.2021
SERVICE DESK ENGINEER
Accenture
12.2019 - 05.2020
B.Tech - Information Technology
Kanpur Institute of Technology
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