Maria Archana

• Managed product life cycle stages.
• Ensured smooth progression of customer journeys during the shift to production phase.
• Facilitated seamless coordination among design, sales, and customers.
• Facilitated clear communication among stakeholders to streamline delivery of product milestones.
• Acted as main technical contact for technicians, area managers, and customers addressing inquiries.
• Responded to inquiries and resolved troubleshooting issues related to fuel dispensers through phone, email, or ticketing tools.
• Oversaw network functions with advanced monitoring tools, ASR/ISR routers, VPN, Microsoft Defender, Active Directory and Phoenix Lite SQL.
• Demonstrated effective work output under high-pressure conditions.
• Executed onboarding for fueling station.
• Experience in managing cloud-based media advertisements on smart dispensers.
• Work with diverse teams, including Engineering, SaaS, Product Management.
• Logged and monitored support cases, ensuring follow-up until resolution.
• Maintained and expanded knowledge base articles.
• Created solutions enhancing customer database efficiency using SQL Phoenix.
• Conducted training sessions for new hires on the process.
• Applications used:

Wayne Fueling Systems Enterprise
Team Viewer
Verisae
Oracle
Zendesk
ServTerm
IGem translator
IXConfigurator
DXMonitor

SQL Pheonix

• Delivered application support for software functionality and incident resolution across multiple platforms.
• Identify basic and advanced issues, conduct research, provide resolutions and follow up with customers as needed.
• Recorded and tracked calls using problem management database.
• Achieve and excel beyond established standards.
• Generate standard statistical analyses encompassing help desk incident reports.
• Communicated technical solutions to ensure accurate program adjustments.
• Maintain awareness of critical support topics, incorporating both technical expertise and soft skills.
• Tested software and hardware for usability and performance enhancement potential.
• Ensured top-tier customer service through courteous and timely interactions.
• Resolved critical customer technical issues by analyzing network exceptions triggered in the tool.
• Worked alongside technical and field services teams, and customer IT staff.
• Ensured data security through handling sensitive patient information.
• Demonstrated expertise in platforms and networks by examining events during system outages.
• Resolved technical, operational and implementation challenges tied to Nuance products and associated infrastructures.
• Documented processes, policies, and procedures; producing high-quality technical documentation to be included within Service Newsletters, public/private knowledge base systems, product manuals, etc.
• Skillful in facilitating analysis solutions, data transformations, and report generation.

• Coordinated with vendors for repairs or maintenance of computer equipment.
• Provided guidance and advice regarding effective use of IT resources.
• Provide technical support to Tesco staff on hardware, software, and network-related issues.
• Install, configure, and maintain computer hardware, software systems, and peripherals.
• Work on Shopping Tills - IDPOS, and Fuel dispenser for TESCO Petrol filling stations.
• Enhanced troubleshooting skills in Active Directory and MS Outlook.
• Provided technical support services to customers over the phone and email.
• Maintained log of all service requests with detailed information about each case.
• Specialize in resolving LAN, Wi-Fi, VPN issues.
• Assisted new colleagues in understanding process workflows.
• Monitor and maintain computer systems and networks.
• Addressed IT support tickets and resolved issues promptly.
• Protected integrity and privacy of information technology assets.
• Document and maintain records of IT support activities and solutions.
• Created solution records for technical processes and addressed connectivity challenges.
• Provided support for IT project requirements.
• Updated software applications and operating systems as needed.