Hi, I’m
Neha Tusamad
Technical support engineer
Pune
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
years of professional experience
4029
years of post-secondary education
3
Languages
Work History
VMware by Broadcom
Technical Support Engineer
10.2022 - 02.2025
Job overview
- Serve as a key point of contact for EMEA customers, providing Tier 1/2 technical support via phone, email, zoom.
- Own and resolve severity 1/2/3 technical issues related to Workspace ONE solutions.
- Attain and maintain deep technical proficiency in Workspace ONE solution, ensuring end-to-end understanding of integrations and interoperability.
- Set up test environments to reproduce and verify reported software bugs, document findings and escalate through internal systems such as Jira.
- Manage personal case/ticket queue while consistently meeting SLA and CSAT targets with clear, concise, and quality documentation.
- Collaborate with Tier 3 to streamline troubleshooting processes and enhance team training.
- Proactively update customers on ticket progress.
- Ensure exceptional customer satisfaction by delivering timely solutions, soliciting feedback, and continuously identifying areas for service improvement.
- Escalate unresolved or high-priority issues to engineering or senior-tier teams while maintaining ownership and clear documentation throughout the process.
Convergys / Concentrix Aundh
Windows Networking Engineer (Microsoft EPS)
09.2020 - 08.2022
Job overview
- Working for Microsoft as a Network support engineer for premier customers handling T1/T2 cases for NA Region.
- Responsible for handling Network queries and helping customers for a resolution for their problems and issues.
- Resolve windows technical issues for client over call and emails for Microsoft premier support
- Collaborate with cross platform-teams and cross product technical issues.
- Meeting SLA for support incident for the customers accordingly.
- Handing Crit case’s (High Priority case) and lower severity cases.
Convergys / Concentrix Aundh
Teams Support Engineer
11.2019 - 09.2020
Job overview
- Working for Microsoft Teams as support engineer for partner premier customer and handling T1 cases for NA region.
- Experience in Configuring, Analyzing the issues related to Microsoft Office 365 product.
- Analyzing Fiddler logs, MS Teams diagnostic logs to isolate the issue and root cause.
- Documenting, tracking, and monitoring the problem to ensure timely resolution.
- Experience on Rave tool for ticketing.
- Troubleshooting email flow and delivery issue.
- Educating and guiding customers on several types of licenses
- Worked with Product group for checking latest updates on MS products.
- Support customers with team’s login issue’s, setting meeting,setting audio call’s, teams meeting room, direct routing, forwarding calls & more.
- Handing lower severity cases in partner support.
Inventive Global Solutions Private Limited
BDE (Business Development Executive)
06.2018 - 05.2019
Job overview
- Contacted current and potential clients to promote products and services.
- Cold calling, APAC & EMEA based Prospects for Lead Generation.
- Maintaining sale’s pipeline.
- Work with senior team members to identify and manage risks.
- Research and identify new market opportunities.
Concentrix/ IBM Daksh
TSE Technical Support Executive
11.2016 - 04.2018
Job overview
- Provided technical support to customers via phone, email and online chat.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Efficiency at customer service operations, excellent interpersonal
- Communication and organizational skills while managing established relationships with UK based customer.
- Highly motivated, dependable troubleshooter and problem solver regarding Virgin Media in outbound call process.
Education
Don Bosco
HSC
Agrasen High School
SSC
Savitribai Phule Pune University
Bachelor from BCOM
Skills
Technical support expertise with over five years of experience
Cross-Functional Collaboration (Tier 1/2, QA, Engineering)
Urgency & Prioritization in High-Pressure Scenarios
Workspace ONE UEM: Device management, user authentication, policy enforcement
Education and Training
true
Languages
1,C2,1,C2,1,C2
Timeline
Technical Support Engineer
VMware by Broadcom
10.2022 - 02.2025
Windows Networking Engineer (Microsoft EPS)
Convergys / Concentrix Aundh
09.2020 - 08.2022
Teams Support Engineer
Convergys / Concentrix Aundh
11.2019 - 09.2020
BDE (Business Development Executive)
Inventive Global Solutions Private Limited
06.2018 - 05.2019
TSE Technical Support Executive
Concentrix/ IBM Daksh
11.2016 - 04.2018
Don Bosco
HSC
05.2015
Agrasen High School
SSC
05.2013
Savitribai Phule Pune University
Bachelor from BCOM