Kritika Sharma
2nd level Support Engineer
GURGAON
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
2nd Level Support Engineer
Taboola India Pvt. Limited
04.2024 - Current
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
Senior Technical Support Engineer
Taboola India Pvt. Limited
06.2021 - 03.2024
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Communicates with customers, resolving complaints, problems, , insuring the service quality of the Technical Support Services Team.
- Assist colleagues in the team with mentoring and training.
- Prioritize and manage several open issues at one time.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Support Representative
Concentrix
03.2019 - 05.2021
- Respond to customers on chat
- Handle all the queries regarding customers’ orders
- Make the customers rewarded, easier and prompt
- Use decision-making skills in responding for clients
- Suggest, promote and guide clients on filing complaints, refunds, and replacements
- Make use of the system in searching for products and answers
- Converse with clients in a polite and professional manner
Android Developer Intern
AppSquadz Software Private Limited
10.2018 - 02.2019
- Worked on SDK to develop the App's or sometimes to fix the issue
- End-to-end solutions to the clients .
Maths Teacher
Vishwabharti girls international school
03.2018 - 09.2018
- Curriculum planning and execution
- Teaching math to the students of Class 6th – 8th
- Conducting class tests and evaluating the performance
- Utilization of students strength and available resources
- Communicating learner’s progress twice a term to the parents
- To create a healthy classroom environment, to foster positive learning
- Evaluating students’ performance twice in a month and in
- Test series.
Education
Bachelor of Technology - Electrical Science
GURUKUL INSTITUTE OF ENGINEERING ANDTECHNOLOGY
01.2014 - 04.2018
XII - undefined
DECENT PUBLIC SR. SEC. SCHOOL
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INDIAN PUBLIC SR. SEC. SCHOOL
Skills
COMPUTER SKILLS
LANGUAGES
Good in Advance Excel functions like If, Countif, Sumif
Sumifs, Counta, Sumproduct, V-lookup, H-lookup, Index-
Match, Date time, Pivot etc
Well versed with MS Office Tools
Function, Null Values, SQL Clauses, Joins
Incident Management
Debugging skills
CSS
HTML and XML
HTML
SQL Databases
Javascript
Accomplishments
- Power Factor Correction by Using Capacitor Bank
- It improves Low (Poor) Power Factor to High Power Factor across 0.9 so it decreases the load on Generator which makes it efficient for long time
- Mobile Signal Booster
- The main aim of the cellular phone signal booster is taking the existing cell phone signal around your car, office, workstation or home and amplifying it
- After amplification, the signal is rebroadcasted to the area with no reception or weak signal.
Certification
Certified in PLC and SCADA from Imagnitech Training and
Additional Information
- Published a paper titled “POWER FACTOR IMPROVEMENT BY AUTOMATICALLY ENGAGING APPROPRIATE NUMBER OF SHUNT CAPACITOR FOR INDUCTIVE LOAD” in International Journal of Advance Research in Science and Engineering Volume No. 07 has been issued on 02,April 2018 downloaded from www.ijarse.com.
- Undergone an Industrial Visit at Rajasthan Atomic Power Plant, Rawatbhata. Undergone an Industrial Visit at I.S.R.O. Chennai.
Timeline
2nd Level Support Engineer
Taboola India Pvt. Limited
04.2024 - Current
Senior Technical Support Engineer
Taboola India Pvt. Limited
06.2021 - 03.2024
Support Representative
Concentrix
03.2019 - 05.2021
Android Developer Intern
AppSquadz Software Private Limited
10.2018 - 02.2019
Maths Teacher
Vishwabharti girls international school
03.2018 - 09.2018
Bachelor of Technology - Electrical Science
GURUKUL INSTITUTE OF ENGINEERING ANDTECHNOLOGY
01.2014 - 04.2018
XII - undefined
DECENT PUBLIC SR. SEC. SCHOOL
undefined
INDIAN PUBLIC SR. SEC. SCHOOL
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