Splunk
Priyanka Sharma
Escalation Manager - Technical Support
Sri Ganganagar
Summary
Experienced Individual in Technical Support (Product as well as Services) with over 8 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction. Knowledgeable and ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of technical support operations.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Escalation Manager - Technical Support
Crest Data Systems
10.2023 - Current
- Oversee and manage the lifecycle of high-priority escalations, ensuring they are addressed promptly and effectively.
- Perform monthly retrospection of all escalations, provide feedback to TSEs, engineering and product teams to ensure that products and services meet customer needs and expectations.
- Perform root cause analysis on major escalations, ensuring that underlying issues are identified and addressed to prevent future occurrences.
- Develop and implement SOPs to improve the efficiency and effectiveness of the escalation process.
- Act as a subject matter expert in troubleshooting and diagnosing complex technical issues, providing guidance and support to internal teams.
Senior Technical Support Engineer
Crest Data Systems
06.2022 - 10.2023
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained response times to support business continuity.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Performed root cause analysis of reported issues to enact corrections.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Researched new tactics to better hone responses and shorten remediation times.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Delivered Tier-3 support and SME input to internal and external customers.
- Documented faults and bugs for referral to development staff for use in updates.
- Gathered trend data from customer calls and interactions.
- Designed tailored engineering solutions for customers based upon key requirements.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Trained new resource in the team with technical and operational aspects of the product.
Sr. Software Specialist
eClinicalWorks India Pvt Ltd
04.2019 - 05.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Defined and documented technical support best practices for products that I work in.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Served as primary escalation point of contact for support relating to owned solutions and products.
- Analyzed Patient Safety and Compliance issues to identify troubleshooting methods needed for quick remediation.
- Documented reported faults and bugs for referral to development staff's use in iterative updates.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Developed team communications and information for meetings.
- Tested web-application at different design and production stages to assess conformance with designs and usage.
- Reviewed component quality to assess conformance with tolerances and remove unacceptable features.
- Handled troubleshooting tasks and used repair methods to immediately rectify issues.
- Subject matter expert for healow® & eClinicalWorks products : healow® Patient Portal, healow® TeleVisits, healow® Messenger, healow® Open Access, healow® CHECK-IN, eClinicalWorks P2P, HISP – Direct Messaging, Data Portability
- Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
- Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
- Identified gaps in market to spot opportunities to create value propositions and worked in moving the servers from on-premises to cloud.
Software Specialist
eClinicalWorks India Pvt Ltd
10.2016 - 03.2019
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained response times in compliance with internal policies to support business continuity.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Trainee
CDAC-Centre for Development of Advanced Computing
01.2016 - 06.2016
- Increased training efficiency by working closely with supervisor and coworkers, asking questions, and giving honest, detailed feedback.
- Attended training courses to build understanding of processes, techniques and industry.
- Completed documentation and reports for business records.
- Maintained high levels of efficiency during training by taking detailed notes and asking questions.
Education
B.Tech - Computer Science
Surendera Group of Institutions
06.2012 - 05.2016
Skills
Customer relationship management
Software Debugging
Performance Optimization
Exceptional Problem Solving
Technical fault tracking
Process improvement
Root cause Analysis
General Escalation Management
Quality Control
Risk management
Managing operations and efficiency
Excellent communication
Adaptability and flexibility
Coaching and mentoring
Data analysis
Policy and procedure development
Team leadership
Strategic planning
Software
MySQL
Microsoft SQL Server
Oracle
Shell,Bash Scripting
Linux
Windows Server
VMWare
HTML
MS Office
AWS
Tomcat
ServiceNow
Salesforce
Interests
Reading
Travelling
Certification
Splunk Core Certified Power User
Timeline
Splunk Core Certified Power User
11-2024
Escalation Manager - Technical Support
Crest Data Systems
10.2023 - Current
Senior Technical Support Engineer
Crest Data Systems
06.2022 - 10.2023
Oracle Certified Associate
12-2021
Sr. Software Specialist
eClinicalWorks India Pvt Ltd
04.2019 - 05.2022
Software Specialist
eClinicalWorks India Pvt Ltd
10.2016 - 03.2019
Trainee
CDAC-Centre for Development of Advanced Computing
01.2016 - 06.2016
B.Tech - Computer Science
Surendera Group of Institutions
06.2012 - 05.2016
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