Puja Fande
Technical Support Analyst(IT)
Amaravati
Summary
Flexible Technical Support Engineer with 6+ years of experience helping clients maintain smooth operations. Expertise in Technical systems and IT environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
Mphasis PVT. LTD
09.2016 - 01.2018
- Handled troubleshooting order-handling, revenue department, and tracking hardware and troubleshooting on those services
- Awarded for star performer in all teams
- Provided technical support with IP's address and developed hardware records.
- Manage support activities in the CRM.
- erform preventive maintain, install new LAN cables and moving equip as necessary.
- Design, implement and support a Citrix Winframe server for an in-house application.
- Create customized templates in XSLT to massage data that is sent via XML.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Researched new tactics to better hone responses and shorten remediation times.
- Performed root cause analysis of reported issues to enact corrections.
- Updated and maintained current customer support database.
- Delivered Tier-3 support and SME input to internal and external customers.
- Communicated with stakeholders to share critical technical information and deliver project updates.
Technical Support Engineer
Transaction Solutions International (India) Pvt. Ltd
- Configured as well as troubleshooted MS-Outlook, printers remotely
- Provided on-call technical support to remote locations across India
- Ensured that response times and resolution times for calls are meeting the SLA guidelines
- Updated OS security and software patches from the LANDesk server to the client system, monitored the systems for up
- Configured wireless & data card installation on laptop
- Installed & configured SAP application
- Configured mails.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Performed root cause analysis of reported issues to enact corrections.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Designed tailored engineering solutions for customers based upon key requirements.
Sr Team Member
SLK Global solutions Pvt Ltd
06.2018 - 08.2021
- Supported management in strategic planning efforts, providing valuable input based on extensive experience and industry knowledge.
- Enhanced team productivity by streamlining communication channels and implementing efficient workflow processes.
- Maintained detailed records of all projects undertaken, ensuring timely reporting on status updates for stakeholders at all levels of the organization.
- Consistently exceeded project deadlines through effective collaboration and resource allocation.
- Served as an escalation point for complex issues or disputes within the team, providing decisive leadership and guidance to resolve conflicts effectively.
- Contributed to achieving departmental goals through consistent performance and strong work ethic.
- Assisted colleagues with problem-solving efforts when faced with complex issues or roadblocks, leveraging expertise gained from previous experiences in similar situations.
- Provided training and support to onboarding employees.
- Created detailed reports on team's progress.
- Allocated tasks to 20 staff members daily.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Led production meetings to provide reports to management.
- Completed daily inspection of machines and equipment.
Sr. Technical Support engineer
Infosys BPM Ltd.
11.2021 - 06.2023
- Knowledge in Service Desk/ Tech support process
- Customer service skills and capabilities
- Responded, diagnosed, resolved, and tracked customer support queries by phone, email, chat, and social media
- Maintained response and resolution speed as defined by SLOs
- Kept high customer satisfaction scores and followed quality standards in 90% of cases
- Used existing knowledge base to provide a customer-facing root cause assessment
- Provided customer-facing bug progress summary using available tools and platforms
- Handled escalations raised by customers and partners
- Handled consults from the lower tier to assist in case resolution
- Had good presentation and client interfacing skills
- Confidently communicated current performance and improvement ideas with the client.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Master of Computer Application -
Bachelor of Computer Application - undefined
Higher Secondary Education - undefined
Skills
Skill LeadershipSkills TeamworkExcel and PresentationWindows OS
Technical Troubleshooting
Customer Relationship Management
Customer Service
Technical Support
Technical Solutions Development
Service Calls
Technical Fault Tracking
Personal Qualifications
- Master of Computer Application, Sant Gadagebaba Amravati University, Amravati, Maharashtra, India, 06/16
- Bachelor of Computer Application, Sant Gadagebaba Amravati University, Amravati, Maharashtra, India, 12/14
- Higher Secondary Education, Maharashtra State Board [MSBHSE], Pune, Maharashtra, India, 11/11
Personal Information
- Date of Birth: 08/28/93
- Marital Status: Married
Disclaimer
I hereby declare that the above particulars of facts and information started are true, correct, and complete to the best of my belief and knowledge.
Timeline
Sr. Technical Support engineer - Infosys BPM Ltd.
11.2021 - 06.2023
Sr Team Member - SLK Global solutions Pvt Ltd
06.2018 - 08.2021
Technical Support Engineer - Mphasis PVT. LTD
09.2016 - 01.2018
Technical Support Engineer - Transaction Solutions International (India) Pvt. Ltd
Sant Gadagebaba Amravati University - Master of Computer Application,
Sant Gadagebaba Amravati University - Bachelor of Computer Application,
Maharashtra State Board [MSBHSE] - Higher Secondary Education,