Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pratiksha Salunke

Pune

Summary

Technical process professional with over 4 years of experience in optimizing operational protocols and enhancing system efficiencies. Proven track record in process optimization and technical troubleshooting, adapting to changing project needs. Strong analytical skills and deep understanding of industry standards facilitate effective communication of complex technical information. Achievements include streamlining operations, reducing inefficiencies, and promoting collaboration across teams for improved outcomes.

Overview

5
5
years of professional experience

Work History

Technical Process Specialist

Infosys Ltd.
Pune
11.2023 - 06.2025
  • Led project teams in successful completion of multiple high-priority initiatives within established timelines and budget constraints.
  • Collaborated closely with cross-functional teams to ensure seamless integration of new technologies into existing systems.
  • Streamlined technical processes by identifying inefficiencies and implementing improvements.
  • Managing service requests and incidents, ensuring timely resolution and adherence to service level agreements(SLAs).
  • Utilized ServiceNow tool for logging and managing tickets.
  • Managed the escalation inbox, resolving complex issues and co-ordinating with senior technical staff to address issue urgently and for critical cases.
  • Handled high-priority tickets with prompt and effective solutions, coordinating with various teams to minimize downtime and impact on operations.
  • Managing service requests and incidents, ensuring timely resolution and adherence to service level agreements(SLAs).
  • Utilized ServiceNow tool for logging and managing tickets.
  • Resolved vendor-related tickets, ensuring smooth communication and prompt resolution of third-party issues.
  • Managed major integration tickets, overseeing the process from ticket creation to resolution, including stakeholder communication and documentation

Technical Support Engineer

Wipro Technologies
Pune
12.2020 - 03.2023
  • A deep understanding of configuring and fine-tuning Citrix Xenapp, XenDesktop, StoreFront, Citrix Gateway, and Citrix Workspace Environment Management.
  • Manage incidents by evaluating their impact and confirming their priority. Address both technical and functional aspects, offering solutions to end-users and suggesting workarounds when necessary. Keep end-users informed about the progress of incident management, collaborating closely with other resolution teams.
  • Excellent interpersonal skills and the ability to work as part of diverse team. Strong problem solving and creative skills and the ability to exercise sound judgement and make decisions based on accurate and timely analyses.
  • Make use of ticketing tools to record, monitor, and oversee user requests and technical issues. Understanding of ITSM tool for Incident/Problem/Request/Change

Education

Post-Graduate Certificate - Big Data Analytics

CDAC
Mumbai, India
11.2023

Bachelor of Engineering Technology - Electronics And Telecommunication

Sinhgad Institute of Technology And Science
Pune, India
05.2018

Skills

  • Technical Support
  • Microsoft Exchange
  • ServiceNow
  • Ability to work under pressure
  • Excellent communication skills
  • Strong problem-solving skills
  • Operating system and windows
  • SQL
  • Excel
  • Ticketing tools
  • Manage multiple priorities
  • Interpersonal skills
  • Analytical skills

Timeline

Technical Process Specialist

Infosys Ltd.
11.2023 - 06.2025

Technical Support Engineer

Wipro Technologies
12.2020 - 03.2023

Post-Graduate Certificate - Big Data Analytics

CDAC

Bachelor of Engineering Technology - Electronics And Telecommunication

Sinhgad Institute of Technology And Science

Similar Profiles

CREATE PROFILE
Pratiksha Salunke