DIVYA PURI
Techincal Support Consultant
Noida
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Technical Support Consultant
Adobe Systems India Pvt. Ltd.
06.2015 - Current
- Handling Jira tickets
- Collecting and analyzing LOGS for BUG logging
- Working with DEV team to resolve BUGS
- Ensuring excellent Technical support to Enterprise users
- Ensuring on time resolution of P1 and critical escalations
- Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development
- Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures
- Identify, propose and enforce process improvements
- Provide contributions to central knowledge-base
- Manage corporate escalations and CQA
- Manage Social media escalations on priority to minimize impact
- Assigning P2-P4 Escalations within the team
- Assigning cases to multiple LOB for quick action
- Troubleshooting on escalated technical issues for Adobe Acrobat, Adobe Sign
- Troubleshooting on escalations around creative cloud sync issues
- Helping peers with critical and Red cases
- Helping customers with product workflow
- Sharing help articles with customers to improve their skills
- Informing customers about issue resolution progress
- Ensuring that every client drives the maximum return from their investment in the Adobe Creative cloud products.
- Supported sales team efforts by providing in-depth product knowledge during client presentations and discussions.
- Assisted in the development of internal knowledge base content as a subject matter expert on various topics.
- Contributed to the successful launch of new products by thoroughly testing features and providing insightful feedback for improvements.
- Delivered comprehensive training sessions for new staff members, ensuring a thorough understanding of company procedures and tools.
- Identified opportunities for process improvement by analyzing current workflows and suggesting strategic enhancements.
- Consistently exceeded customer expectations by delivering personalized service tailored to individual needs.
- Collaborated with cross-functional teams to develop innovative solutions for complex technical problems.
- Provided expert consultation to clients, recommending appropriate products and services based on their needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisted with updating technical support best practices for use by team.
- Offered assistance in implementing and developing training programs.
Senior Technical Support Executive
Convergys India Pvt. Ltd. (MICROSOFT)
01.2014 - 06.2015
- Diagnose and resolve technical hardware and software issues involving Windows OS
- Technical Support via phone, chat and email for Windows OS
- Provide a professional & competent standard of technical support with installation, crash, launch issues related to Windows OS
- How to issues with Windows OS
- Functional issues like Network troubleshooting, Cloud Data Sync
- Managing queries related to optimization, security, updates, network, connectivity
- Configuration of different Windows Operating Systems
- Configuration of Microsoft Office 2007, 2010, 2013, 365, 2011Mac
- New system setup, Good knowledge of Mac
- BSOD, Driver Installations, Printer Setups
- Research required information using available resources
- Parallel and Boot Camp (Windows OS Installations)
- Ensuring excellent Technical support to Enterprise users
- Ensuring on time resolution of P1 and critical escalations
- Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development
- Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures
- Identify, propose and enforce process improvements
- Provide contributions to central knowledge-base
- Manage corporate escalations and CQA
- Manage Social media escalations on priority to minimize impact
- Assigning P2-P4 Escalations within the team
- Assigning cases to multiple LOB for quick action
- Troubleshooting on escalated technical issues for Adobe Acrobat, Adobe Sign
- Troubleshooting on escalations around creative cloud sync issues
- Helping peers with critical and Red cases
- Helping customers with product workflow
- Sharing help articles with customers to improve their skills
- Informing customers about issue resolution progress
- Ensuring that every client drives the maximum return from their investment in the Adobe Creative cloud products.
Education
B.Tech (ECE) -
CMJ University
01.2009 - 04.2013
Ramjas senior secondary school(XII) - undefined
Ryan International School(X) - undefined
Skills
undefined
Certification
Adobe Certified Expert in Acrobat
Awards
- Key Contributor
- Performance Excellence
Timeline
Technical Support Consultant
Adobe Systems India Pvt. Ltd.
06.2015 - Current
Senior Technical Support Executive
Convergys India Pvt. Ltd. (MICROSOFT)
01.2014 - 06.2015
B.Tech (ECE) -
CMJ University
01.2009 - 04.2013
Ramjas senior secondary school(XII) - undefined
Ryan International School(X) - undefined
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