Dhruvi Butala
Pune
Summary
Experienced with managing and maintaining IT systems and networks. Utilizes technical expertise to resolve complex issues and enhance system performance. Strong understanding of IT support, troubleshooting, and user assistance.
A technology professional prepared for this role with strong foundation in IT support and system management. Known for effective problem-solving and improving operational efficiencies. Consistently collaborates with teams to achieve objectives and adapts to evolving technical requirements. Skilled in troubleshooting, system maintenance, and technical support.
Overview
7
7
years of professional experience
Work History
Cloud Technology Associate & Quality Analyst
Accenture
01.2023 - Current
- Led cross-functional teams to implement technology solutions enhancing operational efficiency.
- Conducted regular system audits ensuring compliance with industry standards and best practices.
- Developed training materials and procedures and trained users in proper use of hardware and software.
- Installed and performed minor repairs to hardware, software and peripheral equipment by following design or installation specifications.
- Led training sessions for new team members on company-specific tools and technologies, accelerating their onboarding process.
- Developed and executed training programs for new technologies, improving staff proficiency.
- Analyzed business processes and identified areas for improvement, increasing workflow effectiveness.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Customer Support Specialist
Amazon
09.2022 - 12.2022
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
Escalation Specialist
Vodafone Idea
11.2021 - 08.2022
- Managed escalated service requests and complex technical issues, maintaining a 98% resolution rate within service level agreements.
- Coordinated with technical teams for timely issue resolution, enhancing customer satisfaction and receiving positive client feedback.
- Reported and tracked recurring issues, contributing to a 30% reduction in similar tickets over six months.
Customer Support Specialist
Amazon
04.2021 - 08.2021
- Resolved customer inquiries efficiently through various communication channels.
- Collaborated with cross-functional teams to enhance support processes and improve customer satisfaction.
- Maintained accurate records of customer interactions in CRM system to ensure data integrity.
- Developed training materials for new team members, streamlining onboarding process.
Customer Support Executive
Amazon
06.2020 - 12.2020
- Achieved successful project completions by effectively managing team dynamics and fostering collaboration. Improved project outcomes through proactive identification and mitigation of risks. Delivered consistent support to team members to facilitate successful project execution.
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
- Collaborated with team members to streamline processes, improving response times and service quality.
- Managed customer feedback to identify trends, contributing to product improvement initiatives.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Help Desk Technician
Tech Adroid
05.2019 - 12.2019
- Resolved support tickets for Windows systems and server infrastructure with an average response time of under hours.
- Diagnosed and troubleshot software/hardware issues, increasing customer operational uptime.
- Documented technical solutions and maintained support logs, contributing to a comprehensive knowledge base.
Education
Bachelor of Engineering - Computer Engineering
TSSM
01.2016
Skills
- Technical: Windows System Administration ITIL Incident Management Tools
- Platforms: Microsoft Office 365 ServiceNow Workday SailPoint MS Office Suite
- Soft Skills: Communication Problem Solving Attention to Detail Team Collaboration Customer Service
- Project management — Proficient
- Software Troubleshoot
- PMO activities — Proficient
- Power BI — Amateur
- AI tools — Competent
- Network administration
- DevOps practices
- Attention to detail
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving abilities
- Microsoft windows and office
- Network support
- Remote technical support
- Remote support
- Desktop support
- Troubleshooting network issues
- Software installation
- Technical issues analysis
- Technical troubleshooting
- System upgrades
- VPN management
- Device installation
- Application support
- Quality assurance
- Software upgrades
- Application installations
- System maintenance
- Technical: Windows System Administration ITIL Incident Management Tools
- Online chat support
- Issue and resolution tracking
- Incident management
- Tracking and documentation
- LAN/WAN
- Multitasking
- Excellent communication
- Help desk support
- Customer service expert
- Active Directory management
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Cloud Technology Associate & Quality Analyst
Accenture
01.2023 - Current
Customer Support Specialist
Amazon
09.2022 - 12.2022
Escalation Specialist
Vodafone Idea
11.2021 - 08.2022
Customer Support Specialist
Amazon
04.2021 - 08.2021
Customer Support Executive
Amazon
06.2020 - 12.2020
Help Desk Technician
Tech Adroid
05.2019 - 12.2019
Bachelor of Engineering - Computer Engineering
TSSM