Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Timeline
Generic

Pradnya Gajare

Pune

Summary

Sr. Technical Support Engineer with 3 years of experience in troubleshooting and resolving complex technical issues. Expertise in analyzing system functionality, diagnosing bugs, and implementing effective solutions. Proven track record of providing exceptional customer service and support for a wide range of technical products and services. Strong communication skills and ability to collaborate with cross-functional teams to achieve project goals and deliver high-quality results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Subject Matter Expert

Concentrix
Pune
01.2022 - Current
  • Operated Microsoft Defender for endpoint (EDR) and Windows defender antivirus software, ensuring comprehensive protection against cybersecurity threats across the customer organization's network and on their endpoints.
  • Responsible for effectively addressing cases involving end-user support to troubleshoot application issues, ensuring seamless functionality and user satisfaction.
  • When addressing issues related to application compatibility, particularly those stemming from MDE applications, it is imperative to adopt a systematic approach to diagnosis and resolution. Instances where applications fail to operate as anticipated or encounter performance delays, including instances of application crashes, necessitate a thorough investigation and mitigation strategy.
  • In addressing instances of high CPU utilization, it is imperative to determine the source of the issue, whether stemming from the MDE environment or Windows Defender, to proceed with targeted troubleshooting. This involves a thorough analysis of pertinent logs to facilitate the identification and resolution of the underlying cause.
  • Proficient in role-based access control (RBAC) implementation, adept at configuring access privileges for Security Administrator and Security Reader roles. Demonstrated ability to define and assign permissions, granting Security Administrators comprehensive control over security settings, while enabling Security Readers with read-only access to pertinent security information. Skilled in aligning RBAC configurations with organizational security policies and conducting regular reviews to ensure compliance and effectiveness.
  • Experienced in providing security recommendations and assisting clients/customers in enhancing their secure score. Proficient in educating clients on strategies to improve their secure score by addressing identified vulnerabilities and implementing best practices. Skilled in handling security recommendation issues through effective troubleshooting and proactive guidance. Dedicated to sharing industry-leading best practices to continually enhance clients/customers' secure score and overall security posture.
  • Proficient in Smart Screen, web content filtering technologies, Network Protection, indicators and security recommendation adept at analyzing logs to identify and address root causes of issues.
  • Conducting triages on product topic, research and maintaining current knowledge on product developments to meet the KPI of team.
  • Collaborating closely with team members to devise effective solutions and managing team escalations according to assigned responsibilities.
  • Thoroughly reviewing and offering constructive feedback on the work completed by team members.

Quality Analyst

Wipro Technologies Limited
07.2018 - 10.2021
  • We conduct comprehensive evaluations of agent-customer interactions by reviewing both recorded and live calls.
  • Assessed key parameters including professionalism and accuracy of information conveyed to customers.
  • Following call evaluations, we deliver constructive feedback to agents, identifying both strengths and areas for improvement to enhance their performance.
  • In Sydney Water process, SAP tool is utilized to address cases, primarily focusing on assessing the current customer billing status and projecting costs for the upcoming billing cycle. In instances where there's a notable disparity between previous and current bills, thorough examination of the values is conducted to determine adjustments necessary for summarizing the billing accurately.
  • In the role of Process Controller, we oversee the performance of predefined/scripted robots, ensuring optimal efficiency and effectiveness.
  • In the event of a robot ceasing operation or encountering an exception, we conduct initial troubleshooting measures, including restarting the bot and referencing the Standard Operating Procedures (SOP) to address any encountered error codes.
  • Providing daily reports to the client detailing the number of exceptions encountered by each bot, ensuring transparency and accountability in performance monitoring.

Education

Bachalor of Engineering in Electronics and Telecommunication -

Sinhgad Institute of Technology And Science
Pune
01-2015

SSC -

St: Hilda's High School
03.2009

Diploma in Electronics and Telecommunication -

Sou. Venutai Chavan Polytechnic
Pune
01-2012

Skills

  • Troubleshooting expertise
  • System diagnostics
  • Analytical thinking
  • Product knowledge
  • Communication skills
  • Team collaboration

Languages

  • English
  • Hindi
  • Marathi

Certification

  • AZ900
  • AZ104

Accomplishments

  • I have been a top performer at Sydney Water, consistently exceeding targets and delivering high-quality results.

Timeline

Subject Matter Expert

Concentrix
01.2022 - Current

Quality Analyst

Wipro Technologies Limited
07.2018 - 10.2021

Bachalor of Engineering in Electronics and Telecommunication -

Sinhgad Institute of Technology And Science

SSC -

St: Hilda's High School

Diploma in Electronics and Telecommunication -

Sou. Venutai Chavan Polytechnic

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