PRIYANKA PUNIA
Hyderabad,TG
Summary
Accomplished Senior Technical Support Engineer with a proven track record at Tech Mahindra, excelling in remote and application support. Expert in enhancing customer satisfaction and team efficiency through effective problem-solving and communication. Achieved ITIL certification, demonstrating a blend of technical proficiency and client relations skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Tech Mahindra
02.2022 - 03.2023
- Provided advanced technical support to clients, resolving complex issues efficiently.
- Assisted in the training and onboarding of new team members.
- Collaborated with cross-functional teams to enhance client satisfaction.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
Technical Support Engineer
DXC Technology
10.2015 - 02.2018
- Managed and resolved technical support tickets within stipulated SLAs.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Achieved ITIL certification, demonstrating expertise in IT service management.
Education
MBA - Human Resources Management
SIKKIM MANIPAL UNIVERSITY
GANGTOK04.2019
B COM - COMMERCE
BHAVANS VIVEKANADA COLLEGE
HYDERABAD04.2015
Skills
- Remote Support
- Customer Support
- Application support
- Technical Support
- ITIL
- HR Management
- Client Relations
- Team Collaboration
- Problem-Solving
- Communication
Accomplishments
- Collaborated with team of 20 in the development of RAYUS radiology (pilot project), a client of Tech Mahindra.
- Documented and resolved technical issues which further helped in guidance and provide insights to other project members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- ITIL, DXC TECHNOLOGIES
Additional Information
Projects
Textron Aviation
Role: Technical Support
- Provided comprehensive technical support services to Textron Aviation, ensuring seamless IT operations.
Rayus Radiology
Role: Technical Support
- Delivered expert technical support to Rayus Radiology, contributing to the enhancement of their IT infrastructure.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Timeline
Senior Technical Support Engineer
Tech Mahindra
02.2022 - 03.2023
Technical Support Engineer
DXC Technology
10.2015 - 02.2018
MBA - Human Resources Management
SIKKIM MANIPAL UNIVERSITY
B COM - COMMERCE
BHAVANS VIVEKANADA COLLEGE
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