PIYUSH URADE
Pune,Maharashtra
Summary
Results-driven Technical Support professional with expertise in resolving telecom and network issues, including internet, SIM, billing, and device challenges. Proficient in structured troubleshooting, issue escalation, and CRM documentation. Experienced in managing email and ticket-based operations for time-sensitive cases. Holds a B.E. in Electronics and Telecommunication, aiming to advance in enterprise application support and IT operations.
Overview
5
5
years of professional experience
Work History
SENIOR ASSOCIATE
Tech Mahindra
Pune
11.2025 - 10.2026
- Delivered technical support for Vodafone Australia services, enhancing customer satisfaction and service reliability.
- Investigated and troubleshot internet, network, SIM, billing and device-related issues.
- Diagnosed connectivity problems and guided issue resolution through structured troubleshooting steps.
- Escalated complex technical issues to higher-level support teams, facilitating timely resolution and improved service outcomes.
- Documented interaction details and resolution updates in CRM systems to ensure accurate tracking and follow-up of customer issues.
- Worked within defined quality, process and service expectations.
ASSOCIATE
WNS Global Services
Pune
09.2023 - 10.2025
- Resolved escalated flight-booking and travel-related cases via email and ticketing channels, ensuring customer satisfaction.
- Executed booking changes, refunds, exchanges, and compensation requests according to airline policies, enhancing compliance.
- Investigated case details and coordinated actions to achieve timely resolutions, improving customer experience.
- Investigated case details, coordinated required actions and worked toward timely resolution.
- Maintained accuracy and detailed case records while following documented procedures.
SOFTWARE TRAINEE
Java Ventures
02.2022 - 08.2022
- Collaborated with development team on coding, testing, and troubleshooting tasks to support project goals.
- Assisted in identifying and resolving minor issues during development to enhance overall software quality.
- Participated in introductory training sessions to software tools, project workflows and team-based development.
Education
Bachelor of Engineering - Electronics & Telecommunication
Priyadarshini College of Engineering
NagpurHigher Secondary Certificate - Science
Shri Chaitanya Junior College
HyderabadSecondary School Certificate -
Carmel High School
GadchiroliSkills
- Technical issue investigation and troubleshooting
- Internet and network connectivity diagnosis
- Application and system issue resolution
- Billing issue resolution
- Incident escalation and follow-up
- Email and ticket handling
- Process and policy compliance
- Amadeus and Sabre (GDS platforms)
- CRM documentation and case updates
- Analytical thinking and problem-solving
- Written communication and team coordination
Career Interest
Enterprise Application Support | Technical Support | Incident Management | IT Operations
Timeline
SENIOR ASSOCIATE
Tech Mahindra
11.2025 - 10.2026
ASSOCIATE
WNS Global Services
09.2023 - 10.2025
SOFTWARE TRAINEE
Java Ventures
02.2022 - 08.2022
Bachelor of Engineering - Electronics & Telecommunication
Priyadarshini College of Engineering
Higher Secondary Certificate - Science
Shri Chaitanya Junior College
Secondary School Certificate -
Carmel High School