Nikhil Honap
Pune
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Technical Support
Cybage Software Pvt. Ltd.
06.2020 - 11.2024
- Handling Team with 11 resources in 16/5 support environment and analysing and troubleshooting and integration issues related to system configuration, data, maps and workflows
- Managing CSAT and DSAT for the Team
- Collaborated with developers, analysts and project managers to expedite incident Resolutions
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements
- Answered customer support inquiries via specialized ticket tracking platforms
- Perform ticket analysis, triaging of issues, and follow-up with relevant teams for resolution
- Created user accounts and assigned permissions and User account reset
- Monitored helpdesk and responded to incoming tickets to address support needs
- Weekly/Monthly collaboration calls with Onshore Team
- Using the existing knowledge base and documentation for first-level resolution
- Actively updating and creating new articles for Knowledge base on new issues in One Note
- Preparing Roster and Leave Management of the Team
- Trained new support analysts, contributing to the overall growth and success of the team
- Handling escalations and providing Root Cause Analysis
- Task management for assigning tickets to other teams, and follow up for timely resolution tracking SLAs
- Ensure timely resolution or escalation within the agreed SLA
- Creating positive customer support experience and building rapport through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude
- Performing basic application troubleshooting via Web session, remote session, Remote Desktop Protocol and basic configuration/installation for the clients
- Maintaining DSR on daily basis to keep track of tickets and reporting to management
- Skills- HIPPA Compliance, Electronic Health Records
Team Leader-Quality
Capita India Pvt Ltd-Pune
11.2016 - 04.2020
- Worked as a Team Leader with a Team of 10 advisors to ensure satisfied customers
- Ensured the Team achieved their targets set by the Client
- Made sure the Team were up to the mark in terms of Quality and Productivity
- Always shared best practices so that the Team functioned smoothly
- Handled the Team in the absence of the Team Manager
- Managing CSAT/DSAT analysis
- Preparing Roster and Leave Management of the Team
- Awarded with multiple Star of the Month awards, best Team handler and felicitation from the Director themselves
- Very proud to always be in the Top 3 performing Teams in the Organization
- Selected for Organization’s Cricket Team.
Education
BCOM -
Swami Vivekanand Subharti University, Meerut
01.2020
HSC - undefined
Maharashtra State Board
01.2005
SSC - undefined
Maharashtra State Board
01.2003
Skills
- Ticketing System- Zendesk
- MS Office
- CRM
- Data Analysis
- Ticketing systems
- Problem Resolution
- Customer Support
- Advanced troubleshooting
- Application support
- User Support
- Technical Support
- Videoconferencing
- Service support
- User credential management
- Application installations
- MS Office proficiency
- Remote Support
- Training abilities
- Windows 10
- Issue Troubleshooting
- Access issue resolution
- Ticket management
- Microsoft Outlook
- Customer service expert
- Product Troubleshooting
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Certification
AI Tools- be10X
Playing Cricket and working out!
Participated in Inter School Cricket-Pune District Cricket Association matches, part of College Cricket Team and Capita India Pvt Ltd Cricket Team.
Regularly workout to keep myself fit.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Sr. Technical Support
Cybage Software Pvt. Ltd.
06.2020 - 11.2024
Team Leader-Quality
Capita India Pvt Ltd-Pune
11.2016 - 04.2020
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
AI Tools- be10X
BCOM -
Swami Vivekanand Subharti University, Meerut
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