Puja Fande

Work History

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.

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.

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.

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.