Divya Rathore
Noida
Summary
Seasoned Senior Technical Support Analyst offering comprehensive background in troubleshooting, issue resolution, and customer service. Skilled in identifying root causes of technical problems and implementing timely solutions. Strong interpersonal skills with ability to communicate complex concepts to non-technical individuals. Consistently contribute to improved productivity, cost efficiency, and company reputation through proactive problem solving and customer-focused work ethic.
Overview
10
10
years of professional experience
Work History
Sr. Technical Support Analyst & Team Supervison
K4 Infotech Pvt. Ltd
Noida
12.2020 - Current
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Provided remote technical assistance via text, telephone, and email communications to end users worldwide.
- Documented all activities related to technical support including resolutions and updates.
- Conducted training sessions for new employees on the use of company IT infrastructure.
- Collaborated with other departments to ensure alignment of goals across teams.
- Created training materials and conducted group trainings on new processes or procedures.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Collaborated with developers to investigate product issues and suggest solutions.
- Assisted in developing training materials for other testers on best practices for software testing.
- Created test reports to document the results of all tests performed.
- Proficient in implementing STLC methodologies to plan, design, execute, monitor, and report test activities.
- Experienced in regression testing to ensure new software updates or code changes do not adversely affect existing functionalities.
- Assisted customers with installation, configuration, maintenance, and troubleshooting of computer systems.
Sr. Technical Support Analyst
Ienergizer, MMT
Noida
04.2019 - 10.2020
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
Insurance Claims Specialist
HMCL
Mainpuri
02.2015 - 03.2019
- Participated in training sessions conducted by insurers on new products and services.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
- Reviewed customer insurance claims to ensure accuracy and completeness of information.
Education
Master of Arts - English Literature
KR. R. C.M Collage
Mainpuri, UP09-2016
Bachelor of Arts - English Literature
KR. R.C.M College
Mainpuri, UP09-2014
Skills
- Team Supervision
- Documentation and reporting
- Functional Testing
- Leading Team Meetings
- Technical Support
- Quality Improvement
- Teamwork and collaboration
- Testing and Quality Assurance
- Software Testing and Validation
Timeline
Sr. Technical Support Analyst & Team Supervison
K4 Infotech Pvt. Ltd
12.2020 - Current
Sr. Technical Support Analyst
Ienergizer, MMT
04.2019 - 10.2020
Insurance Claims Specialist
HMCL
02.2015 - 03.2019
Master of Arts - English Literature
KR. R. C.M Collage
Bachelor of Arts - English Literature
KR. R.C.M College
Similar Profiles
Divya RathoreDivya Rathore
Technical Support Team Leader & Software Testing at K4 Infotech Pvt. LtdTechnical Support Team Leader & Software Testing at K4 Infotech Pvt. Ltd
Sandeep DewediSandeep Dewedi
Onboarding Coordinator at K4 Infotech Pvt LtdOnboarding Coordinator at K4 Infotech Pvt Ltd
Vijaya Krishna YandrapatiVijaya Krishna Yandrapati
Security officer at K4Security officer at K4