Mansi Soley
Pune
Summary
Customer Relations Representative with 7 years of experience in IT support. Currently serving as a Technical Support Executive, demonstrating strong communication skills and proficiency in managing diverse client needs. Expertise in troubleshooting, network, and software support, focusing on developing effective technical solutions. Skilled in analyzing system performance and security to enhance user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Executive
Docusoft Solution India Pvt Ltd
Indore(Remote)
03.2018 - Current
- Performed support on ServiceNow, identifying and resolving code issues within established SLAs.
- Monitored incidents within SLA using ServiceNow, ensuring quick user turnaround and high availability.
- Reduced incident resolution time by 25% through proactive monitoring and process automation.
- Supported the development of change management frameworks, improving project alignment and efficiency.
- Managed a team of 5 IT professionals to achieve timely ticket resolution and deliver quality service.
- Led update and upgrade processes, standardizing training initiatives for users.
- Provided effective resolutions to customer inquiries using various support applications.
- Trained new customers on procedures for operating their machines effectively.
- Maintained servers and systems for full operational capacity during peak periods.
- Managed and tracked weekly large-volume emails, triggered sends, and email alerts within the Front email platform.
- Escalated unresolved cases to higher-level support, ensuring complete end-user satisfaction.
- Troubleshoot any application-related issues occurring during the workflow.
Technical Recruiter
Consultadd Services Pvt Ltd
Pune
08.2016 - 01.2017
- Gather job requirements.
- Screen candidates.-
- Source and select applicants for technical positions within the company.
- Negotiate job offers and coordinate onboarding activities.
- Coordinate with IT team leaders to forecast hiring needs and departmental goals.
- Conduct phone interviews to assess applicants' relevant knowledge, skills, experience, and aptitudes.
Education
Bachelor of Engineering - Electronics & Communication
Mahakal Institute of Technology
Ujjain01.2016
Senior Secondary School Examination -
C.B.S.E
Nagda01.2012
Secondary School Examination -
C.B.S.E
Nagda01.2010
Skills
- Interpersonal skills
- Effective communication
- Software installation
- Staff training and mentoring
- Application support
- Client relationship building
- Technical troubleshooting
Certification
- Certified Microsoft SQL server database administration, Udemy
- Microsoft SQL server Training
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Personal Information
- Father's Name: Lokesh Soley
- Mother's Name: Kirti Soley
- Nationality: Indian
Timeline
Technical Support Executive
Docusoft Solution India Pvt Ltd
03.2018 - Current
Technical Recruiter
Consultadd Services Pvt Ltd
08.2016 - 01.2017
Bachelor of Engineering - Electronics & Communication
Mahakal Institute of Technology
Senior Secondary School Examination -
C.B.S.E
Secondary School Examination -
C.B.S.E
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