NAMRATA MASKE
Pune
Summary
Dedicated Technical Support Lead with extensive experience in providing top-notch support for Google Cloud products, particularly specializing in the Google Cloud Skills Boost Platform earlier known as Qwiklabs. Proven track record of efficiently resolving technical issues and leading support teams to deliver exceptional customer service.
Overview
3
3
years of professional experience
2
2
Certification
Work History
Google TVC – Process Specialist
Cognizant Technology Solutions India Pvt Ltd
Pune
12.2022 - Current
- Lead a team of technical support specialists in providing assistance and guidance to users of the Google Cloud Skills Boost Platform
- Developed and implemented support strategies to improve customer satisfaction and streamline support processes
- Collaborated with product development teams to communicate user feedback and suggest improvements to the platform
- Conducted training sessions for support team members to enhance technical skills and product knowledge
- Acted as a liaison between users and internal teams, facilitating resolution of complex technical issues
- Maintained documentation of support processes and best practices for reference by support team members.
- Created detailed reports on system performance and user experience metrics.
- Analyzed system logs and identified potential problems or areas for improvement.
- Monitored the performance of all team members, providing feedback and coaching as needed.
- Assisted with troubleshooting hardware, software, and network related issues.
- Collaborated with other departments to ensure successful implementation of new technologies.
- Documented technical procedures for both internal staff and customers use.
- Ensured compliance with company policies regarding information security.
- Maintained an up-to-date knowledge base of commonly encountered issues.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Created and deployed new hire training initiatives.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Led team of 23 support representatives in large customer contact center.
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Identified and documented software bugs, errors and defects.
- Reported issues in bug tracking systems like Buganizer tool.
Google TVC – Associate Cloud Engineer
Tudip Technologies Pvt Ltd
Pune
05.2021 - 12.2022
- Provided technical assistance to users of the Google Cloud Skills Boost Platform, resolving issues related to platform usage, functionality, and troubleshooting
- Communicated with users via email, chat, and phone to address inquiries and concerns in a timely and professional manner
- Identified and escalated unresolved issues to appropriate internal teams for further investigation and resolution
- Assisted in the creation of support documentation, including FAQs and troubleshooting guides, to aid users in self-service resolution of common issues.
- Troubleshot system errors and identified potential solutions.
- Assisted in the development of technical documentation for internal use.
Education
MBA - Human Resource & Marketing
Rashtrasant Tukadoji Maharaj Nagpur University
Bachelor of Engineering – Electrical Engineering -
Rashtrasant Tukadoji Maharaj Nagpur University, Maharashtra
Skills
- Java
- HTML
- C, C
- CRM Software
- SQL
- Proficient in Google Cloud Platform products and services
- Windows 10
- Ms Office Proficiency
- Microsoft Outlook
- Zendesk Ticketing Tool
- Buganizer Tool
https://www.linkedin.com/in/namrata-m-0333351b6
Internship
HR & Operations
Bangalore
9/2020 - 12/2020
- Assisted with recruitment and onboarding processes, including job postings, resume screening, and scheduling interviews.
- Supported employee orientation sessions and contributed to the development of training materials.
- Maintained employee records and ensured data accuracy in HRIS (Human Resources Information System) or other relevant databases. Participated in HR administrative tasks such as drafting employment contracts, updating policies, and processing employee benefits.
- Coordinated employee engagement activities and events to foster a positive company culture. Conducted research on HR best practices and industry trends to support strategic decision-making. Assisted in performance management initiatives, including conducting employee evaluations and providing feedback.
- Collaborated with HR team members on special projects related to talent acquisition, retention, and diversity and inclusion.
- Demonstrated professionalism and confidentiality in handling sensitive HR-related information.
- Supported daily operations by assisting with inventory management, procurement, and logistics coordination.
- Contributed to process improvement initiatives by analyzing workflows, identifying inefficiencies, and proposing solutions for optimization.
- Assisted in data analysis and reporting to track key operational metrics and performance indicators.
- Collaborated with cross-functional teams to ensure seamless coordination and communication across departments.
- Participated in special projects aimed at enhancing operational efficiency and effectiveness. Contributed positively to team dynamics and fostered a collaborative working environment through effective communication and teamwork.
Certification
- Google Cloud Certified - Professional Cloud Architect
- Google Cloud Certified – Associate Cloud Engineer
Timeline
Google TVC – Process Specialist
Cognizant Technology Solutions India Pvt Ltd
12.2022 - Current
Google TVC – Associate Cloud Engineer
Tudip Technologies Pvt Ltd
05.2021 - 12.2022
MBA - Human Resource & Marketing
Rashtrasant Tukadoji Maharaj Nagpur University
Bachelor of Engineering – Electrical Engineering -
Rashtrasant Tukadoji Maharaj Nagpur University, Maharashtra
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