Palak Jain
Client Technical Support Coordinator
Pune
Summary
Seeking opportunity with a forward-thinking organization to utilize educational and professional skills for contributing to growth. Eager to be part of a team that values advancement and encourages continuous learning.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Client Support Analyst
Fiserv
12.2021 - Current
- Developed comprehensive knowledge base articles, enabling clients to troubleshoot common issues independently.
- Attended industry conferences and training events to stay current on latest trends in technology support best practices.
- Decreased response time for support inquiries through effective communication and prioritization of tasks.
- Managed escalation process effectively, engaging appropriate resources as needed while maintaining clear communication with impacted clients.
- Collaborated with cross-functional teams to identify and resolve complex technical problems.
- Identified trends in support requests, proactively addressing recurring issues through targeted solutions.
Senior Technical Executive
Scikey
04.2021 - 11.2021
- Handle multiple tasks and high call volumes
- Hands on experience in Office 365Admin portal
- Experience in Office 365 services such as Azure, Exchange Online, SharePoint Online, SharePoint
- Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support
- Resolve Office 365 configuration issues
- Resolved helpdesk tickets in a timely manner using tools such as ZOHO
- Helped coordinate, document and communicate scheduled maintenance activities to internal employees
- Developed, updated and maintained technical documents and knowledge base articles related to internal applications
- Installed, configured, tested, and maintained software a remote access application (TeamViewer)
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
Technical Process Specialist
Infosys
06.2017 - 05.2020
- Monitoring the status and progress towards resolution of assigned Incidents in Remedy9
- Keeping affected business partners informed about progress
- Escalating the process as necessary per established escalation policies to Incident Management Team
- Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
- Operating systems (Windows 2007/2008/2010)
- Experience with issues related to Microsoft Office365, servers, printer
- Troubleshooting of IT related problems from in-house software to hardware, such as Desktops, Laptops, PCs, and Printers
- Experience using remote control to resolve client issues ,tool used remote viewer, go-to meeting, Microsoft teams, gotoassist
- Experience installing server related hardware (tape drives, memory, hard drives, networking, evaluating performance issues on workstations and servers, and training personnel on different types of equipment
- Experience with installing and upgrading PC hardware and PC software/operating systems
- Hands on experience on Active directory, DHCP, knowledge of DNS,MFA,SSO
- Generate reports from Remedy PowerBI, support l1 team to maintain the AHT and FCR
Support Services Technician
C3i-Healthcare connection
01.2016 - 01.2017
- Providing timely support to project team for achieving the target
- Provide consistent and sharp outputs to my superiors as them required
- Keeping healthily relationship with clients, consultants, subcontractors
- Act as a single point of contact for phone calls and ITRS portal entries emails from staff regarding IT issues and queries
- Escalated unresolved calls to the Tier II infrastructure and/or support team
- Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes well below 7-minute goal
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues
- Excel in asking probing questions and researching, analyzing and rectifying problems
Technical Support Officer
Knoah Solutions
01.2015 - 01.2016
- Providing customer service and understanding the needs of the client
- Attending escalation calls apart from taking normal calls
- Adhering to the schedule as prescribed by the TL
- Attaining daily, weekly and monthly targets specified by the process
- Conveying the client requirements to the team with regards to the process
Education
B .Tech - undefined
SRIT (RGPV)
Intermediate (XII) - undefined
Higher secondary school (MP)
Matriculation(X) - undefined
St Xavier’s high school (ICSE)
Skills
Technical Troubleshooting
Hardware Configurations
VDI
VPN
Microsoft Exchange
Software Installs
LAN Connectivity
Problem Diagnosis
Phone & Online Support
Client/Server Models
User Training/Support
Customer Service
Complaint Handling
Outlook360
Windows Update & Antivirus
Installation & Troubleshooting of Operating Systems (Win XP & Win 2003 Server)
Configuring MS Outlook and its Troubleshooting
Active Directory
DHCP
Dynatrace
Splunk
Cafex, felix
Moogsoft
DNS
Certification
ITIL Foundation
Processflowsandcalltrackingtools
- ITIL
- Remedy
- CA Service Desk
- ITSRC
- ZOHO Support
Personal Information
Date of Birth: 04/03/91
Disclaimer
I hereby declare that the above-mentioned is correct up to my knowledge and I bear the responsibility for the correctness of above mentioned particulars.
Hardware
- PCs
- Laptops
- Printers
- Routers
- Mobiles
- Scanners
Accomplishments
Six sigma certified
Itil foundation
Splink basic certified
Timeline
Technical Client Support Analyst
Fiserv
12.2021 - Current
Senior Technical Executive
Scikey
04.2021 - 11.2021
Technical Process Specialist
Infosys
06.2017 - 05.2020
Support Services Technician
C3i-Healthcare connection
01.2016 - 01.2017
Technical Support Officer
Knoah Solutions
01.2015 - 01.2016
B .Tech - undefined
SRIT (RGPV)
Intermediate (XII) - undefined
Higher secondary school (MP)
Matriculation(X) - undefined
St Xavier’s high school (ICSE)