Nidhi Mourya
Mumbai
Summary
Dynamic and results-driven L1 Senior Technical Support Engineer with 3 years of experience at Clover Infotech, recognized for achieving 95% customer satisfaction. Proficient in SQL Server and ticketing management, with expertise in troubleshooting complex issues, optimizing application performance, and collaborating across teams. Dedicated to continuous improvement, and delivering exceptional customer service, while maintaining a focus on technical excellence and efficient problem resolution.
Overview
3
3
years of professional experience
1
1
Certification
Work History
L1 Senior Technical Support Engineer
ICICI Lombard
Mumbai
08.2022 - Current
- Provided first-level technical support via phone, email, and chat, resolving technical issues promptly, and ensuring a seamless user experience.
- Managed and prioritized support tickets, ensuring timely resolution, accurate documentation, and adherence to service-level agreements (SLAs).
- Collaborated with cross-functional teams to escalate and troubleshoot complex technical issues, facilitating faster problem resolution.
- Achieved 95% customer satisfaction by delivering efficient technical solutions, clear communication, and exceptional customer service.
- Reduced call handling time by 20% through continuous learning, technical expertise, and process improvements.
- Identified and documented recurring technical issues, contributing to the creation of knowledge base articles, and improving future case resolution.
- Trained and guided new team members, enhancing their technical proficiency, and ensuring consistency in customer support processes.
L1 Technical Support & Development
ICICI Lombard
Mumbai
08.2022 - Current
- Provided technical support and troubleshooting for critical insurance applications, ensuring seamless operation of the Echannel platform for motor, health, travel, and other insurance products.
- Resolved complex issues related to policy administration, claims processing, and customer management, minimizing business disruptions.
- Collaborated with cross-functional teams—including developers, business analysts, and QA—to ensure the timely identification and resolution of technical issues.
- Monitored and optimized application performance, implementing solutions to reduce downtime and enhance system reliability.
- Developed, maintained, and executed SQL scripts for data migration, validation, and cleansing, ensuring data integrity and accuracy.
- Documented SQL queries, database schemas, and system processes to improve knowledge sharing and ensure long-term maintainability.
- Participated in 24/7 on-call rotations, providing round-the-clock technical support to ensure uninterrupted service delivery.
- Coordinated with the infrastructure and Windows teams to diagnose and resolve service disruptions, improving system uptime.
- I stayed updated on SQL trends, database technologies, and industry best practices, applying knowledge to optimize database performance and system efficiency.
Education
BCom -
KES Shroff College
Mumbai, India01.2019
Skills
- Technical Support & Troubleshooting
- SQL Server
- Oracle Database
- Jira
- Ticketing & Incident Management
- Customer Service & Communication
- Customer service
- Team collaboration
- Application support
- Postman
Certification
Master's Program in Digital Marketing, 12/2019 – 02/2020
- Successfully completed a practical digital marketing course by Digital Trainee, gaining expertise in SEO, social media marketing, and online advertising
Data Analysis with Python, 02/2022 – 02/2023
- Analyzed large datasets using Pandas, extracting actionable insights to support data-driven decision-making
- Created data visualizations with Matplotlib and Seaborn, effectively presenting complex data patterns, and trends
Hobbies and Interests
- Playing Kabaddi
- Listening to Music
- Reading
Timeline
L1 Senior Technical Support Engineer
ICICI Lombard
08.2022 - Current
L1 Technical Support & Development
ICICI Lombard
08.2022 - Current
BCom -
KES Shroff College
Similar Profiles
Ketan TungareKetan Tungare
Senior Marketing Manager, Campaign Management at ICICI LombardSenior Marketing Manager, Campaign Management at ICICI Lombard
Eshaan VyasEshaan Vyas
Associate Software Developer at ICICI LombardAssociate Software Developer at ICICI Lombard
Asif RehmanAsif Rehman
Location Head ,Motor Broking at ICICI Lombard General Insurance CO. LTDLocation Head ,Motor Broking at ICICI Lombard General Insurance CO. LTD