LATIKA JOHANIYA
Katol
Summary
B.Tech IoT graduate with one year of experience as a Customer Support Associate at Tech Mahindra. I possess expertise in Incident Management, ServiceNow, Salesforce CRM, Office 365, and Active Directory. I have a proven ability to troubleshoot end-user issues, manage tickets per the ITIL framework, and maintain SLA compliance in a 24/7 voice process, and I am looking to grow in the IT Service Desk domain
Overview
1
1
year of professional experience
Work History
Customer Support Associate
Tech Mahindra
08.2025 - Current
- Resolved customer queries for Jiomart via voice process, addressing order, payment, and delivery issues using Salesforce CRM while maintaining 4.5 CSAT and 7 min AHT
- Serve as the primary point of contact for technical inquiries, effectively diagnosing, troubleshooting, and resolving end-user software, hardware, and network connectivity challenges
- Manage the lifecycle of support tickets, ensuring accurate classification, prioritization, tracking, and timely escalation according to established service level agreements (SLAs)
- Documented incident symptoms, root causes, and remediation steps in CRM and internal ticketing platforms to enrich team knowledge base
- Apply engineering problem-solving approaches to isolate software glitches, identify system cross-compatibility friction, and guide users patiently through step-by-step restoration paths
- Collaborated with Tier-2 engineering, network administration, and infrastructure teams to resolve systemic issues and minimize operational downtime for clients
Education
Bachelor of Technology (B.Tech) - Industrial Internet of Things (IoT)
Priyadarshini College of Engineering
NagpurHigher Secondary Certificate (HSC) - Class XII
AIPS
KatolSecondary School Certificate (SSC) - Class X
BRHS
KatolSkills
- IT Support & Operations
- Remote Desktop Support
- Incident Management
- SLA compliance
- ServiceNow
- Salesforce CRM
- Office 365
- Outlook
- Windows 10/11
- VPN
- Active Directory
- ITIL Framework Foundations
- Basic Cloud Infrastructure
- Technical Background
- Network protocols
- Embedded systems
- Industrial IoT (IIoT)
- Software tools
- Analytical Problem Solving
- Escalation Management
- Cross-functional Collaboration
- Active Listening
- Technical Communication
- Linux
Languages
English
First Language
Timeline
Customer Support Associate
Tech Mahindra
08.2025 - Current
Bachelor of Technology (B.Tech) - Industrial Internet of Things (IoT)
Priyadarshini College of Engineering
Higher Secondary Certificate (HSC) - Class XII
AIPS
Secondary School Certificate (SSC) - Class X
BRHS