HEBZIBA GEORGE
Pune,
Summary
I am a technology-inclined professional with strong troubleshooting capabilities and a customer-oriented attitude. With Proficiency in Zendesk ,Service now and Jira ,I have Proven ability in providing network and software support, I excel in developing and implementing technical solutions, while prioritizing user experience. My ability to analyze system performance and security drives optimal results, and I am always ready to tackle challenges to meet team goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
WNS Global Solutions
Pune
01.2025 - Current
- Delivered end to end product support to end users, ensuring high-quality resolution and adherence to SLAs using Zendesk.
- Collaborated with cross-functional engineering, product, and QA teams to escalate and resolve technical issues, ensuring seamless customer experiences.
- Utilized JIRA to manage and monitor ongoing issues, created, updated, and followed up on tickets to ensure timely resolution thereby providing clear internal communication.
- Drove process improvements in ticket categorization, routing, and resolution workflows, enhancing team efficiency and support quality.
- Created and maintained SOP documentation and macros to standardize support responses and improve first touch resolution.
- Trained and mentored junior support staff, fostering a knowledge-sharing culture within the team.
Technical Support Engineer
Allianz Technology
Pune
03.2023 - 06.2024
- Provided direct technical support to users via phone, web incidents, and email for fast resolution.
- Logged all incidents in ServiceNow, ensuring alignment with internal processes and policies.
- Collaborated with other IT teams to resolve issues within agreed Service Level Agreements (SLAs).
- Prioritized and managed tasks effectively under high pressure environments.
- Shared knowledge with the team and maintained documentation on the Knowledge Base site.
Technical Support Engineer
[24]7.ai
Bangalore
11.2021 - 02.2023
- Performed troubleshooting and problem resolution for end users.
- Provided technical support for hardware, software, and networking issues.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to implement IT projects and upgrades.
- Delivered training to end users on new technologies and software applications.
Education
Bachelor of Computer Applications -
St. Aloysius College
MangaloreMaster of Computer Applications -
Jain University
BengaluruSkills
- Technical troubleshooting
- Service now
- Zendesk
- Jira
- Effective communication
- Time management
- Problem solving
- Remote support
- Technical support
- Python
- SQL
Certification
- The Complete Python Bootcamp, Udemy, Comprehensive training in Python programming.
- The Complete SQL Bootcamp, Udemy, Comprehensive training in SQL programming.
Languages
- English, Advanced
- Hindi, Advanced
- Malayalam, Native
Timeline
Technical Support Engineer
WNS Global Solutions
01.2025 - Current
Technical Support Engineer
Allianz Technology
03.2023 - 06.2024
Technical Support Engineer
[24]7.ai
11.2021 - 02.2023
Bachelor of Computer Applications -
St. Aloysius College
Master of Computer Applications -
Jain University
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