Aswani Sharma

• Worked with the pilot process for GHRN, coordinated with team leads for Root Cause Analysis, used SQL for daily reports, prepared team reports using Tableau, monitored processes for improvement, provided support for new joiners, and assisted onshore SME.

• Participated in the pilot process for GHRN (Good Hands Repairs Network).
• Coordinated with team leads for Root Cause Analysis to ensure closure within the agreed timelines.
• Utilized SQL to generate daily Dump reports, identifying tasks out of SLA and addressing them accordingly.
• Compiled team reports using Tableau to track daily production and efficiency.
• Managed escalation emails to ensure timely resolution.
• Monitored processes, pinpointed areas for improvement, and implemented measures to enhance customer satisfaction levels.
• Evaluated the severity of each incoming issue, ensuring that critical (Sev1,2) issues are allocated to the appropriate Resolving team within the specified SLA, and followed up for complete resolution.
• Met monthly and weekly targets.
• Supported new joiners and trainers with frequently asked queries.
• Provided floor support and assistance to the team during and between calls.
• Addressed problems and queries for the entire team and facilitated discussions with onshore colleagues.
• Handled different queues as needed.
• Collaborated with onshore partners on automation initiatives.
• Consistently met quality targets each month.
• Worked with team leads and managers on process modifications to reduce workload and queue volumes.
• Assisted onshore SMEs with new inquiries and questions.
• Supported onshore SMEs with escalation-related queries and worked towards resolving these escalations. Engaged in Problem Management.

Collaborated with cross-functional teams and vendors to create a quality root cause analysis to minimize repeat failures.

Joint Vehicle Release Team

May 2023 Till Date

· Follow up with Salvage vendor partner Copart for vehicle Release status

· Initiate Follow up with Shop and customer to get vehicle release to reduce storage cost

· Follow up with customer for vehicle address to create Salvage LOT

· Create Salvage LOT for Salvage vendor partner to pickup up vehicle which are total loss

· Follow up with Police and impound for vehicle if vehicle is on evidentiary hold

· Create LOT with 24 hours of requested SLA

· Follow up with shop to check on release barrier

· Addressing barrier related and submitting form to Copart, Police/ Impound and Tow yards for vehicle release status

· Approving payment for Tow and any other form of work to get vehicle released from Tow yard and shop

· Follow up with concern team for payment approval for a certain set of teams and once approved follow up with salvage partner for vehicle pickup

· Sending daily SLA report using Microsoft Excel

· Publishing pending communication task for the entire team to follow for a 24 hour SLA and following up with respected Team members

· Sending allocation report missed for the missed SLA using Microsoft Excel to the entire Team

• Provided technical support to onshore team members, installed and configured hardware, assisted new joiners, transferred calls, and managed team communications.
• Provided technical support for users regarding hardware configuration issues.
• Performed troubleshooting on various IT issues such as network connectivity, software installation, hardware configuration.
• Utilized diagnostic tools to detect errors in hardware configuration.
• Resolved customer complaints regarding network connectivity, application performance, hardware configuration.
• Configured hardware and software, installed updates, and troubleshot issues.
• Provided technical support to users on various issues such as network connectivity, hardware and software problems.
• Coordinated with vendors for installation of new hardware, software related to network, systems security.
• Configured hardware devices and software settings to optimize network performance.
• Configured, monitored and troubleshot routers, switches, firewalls and related network hardware.
• Performed troubleshooting tasks for hardware, software, and networking issues.
• Assisted with the installation of hardware, software, and network components.
• Managed the installation, configuration, maintenance, troubleshooting, and upgrade of hardware components.
• Maintained and troubleshot hardware issues such as laptops, printers, and desktops.
• Diagnosed problems with existing hardware and software configurations and proposed solutions.

• Achieved quality targets, awarded top performer six times, maintained team statistics, managed queue SLA, and promoted to SME for team support.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Collaborated with engineering team to develop new designs that met all specifications.
• Tested analog, digital, and microcontroller-based circuits for functionality.
• Provided technical support to other departments such as production and quality assurance teams.
• Implemented engineering changes into existing designs according to customer feedback.
• Communicated effectively with Onshore teams regarding their product needs while meeting deadlines.