Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Poornima Solanki

Pune

Summary

Dynamic IT Support Specialist with a proven track record at Wipro, excelling in technical support and customer service. Expert in troubleshooting and process improvement, I effectively resolved complex issues and trained new staff, enhancing team efficiency. Committed to delivering exceptional remote assistance and implementing innovative solutions for incident resolution.

Overview

3
3
years of professional experience

Work History

IT Support Specialist

Wipro
Pune
04.2024 - Current
  • Served as primary contact for incoming technical service inquiries via calls and emails.
  • Demonstrated advanced product knowledge to effectively resolve customer issues.
  • Trained new support representatives on troubleshooting techniques and support protocols.
  • Resolved customer problems through phone, email, and chat, ensuring timely solutions.
  • Collaborated with internal teams to provide accurate information to customers.
  • Created and implemented troubleshooting processes to enhance efficiency and reduce costs.
  • Escalated complex issues to senior technical staff for thorough resolution.
  • Delivered remote technical assistance using screen sharing and control tools.

Service Desk Analyst

Wipro
Pune
05.2022 - 04.2024
  • Responded promptly to customer emails addressing IT-related queries.
  • Collaborated with cross-functional teams to resolve customer inquiries effectively.
  • Maintained accurate records of customer interactions and resolutions in helpdesk database.
  • Provided first-level technical support for various IT-related issues.
  • Created documentation for frequently asked questions and user guides.
  • Identified root causes of incidents and implemented appropriate solutions.
  • Delivered remote assistance via phone and desktop tools as needed.
  • Troubleshot and resolved software, network, and peripheral device issues.

Education

BTech, Information Technology -

R.C.Patel Institute of Technology
Shirpur
05-2022

Skills

  • Technical support and remote assistance
  • Troubleshooting and network management
  • Customer service and documentation
  • Incident resolution strategies
  • Problem solving
  • Process improvement

Accomplishments

  • Unit Award - Wipro, May 2025
  • Inspiring Performance Award - Wipro, May 2025

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

IT Support Specialist

Wipro
04.2024 - Current

Service Desk Analyst

Wipro
05.2022 - 04.2024

BTech, Information Technology -

R.C.Patel Institute of Technology

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Poornima Solanki