Rina Bhukta
Hyderabad
Summary
Technical professional with over 7 years of experience in Technical and Product Support, Windows Administration, and Networking. Demonstrated expertise in troubleshooting complex technical issues, ensuring high-quality resolution and customer satisfaction. Recognized for strong teamwork, reliability, and exceptional communication skills. Proven ability to manage multiple tasks efficiently while maintaining attention to detail.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Engineer
Reputation
Hyderabad
03.2024 - Current
- Addressed account access issues and resolved set-up and authentication problems such as SSO and AuthID.
- Ensure the API is synchronous and connected for services such as Google and Facebook to our internal platform.
- Supported users in template configuration and survey setup. Facilitated basic HTML configuration as per the client's requirements.
- Replicated reported issues concerning the SaaS platform related to integration, reviews, notifications, reports, etc.
- Identified error patterns through a comprehensive analysis of SUMO logs, offering actionable insights. Executed queries in Postman and BigQuery for detailed analysis.
- Maintained up-to-date documentation by revising Confluence and KB content.
- Conducted virtual meetings via Teams and Zoom to troubleshoot issues.
Software Support Specialist Tier 2
Syniti
Hyderabad
09.2021 - 12.2023
- Guided customers through troubleshooting steps for Syniti's SaaS products including Data Replication, Stewardship Tier, and ADM.
- Assisted clients in configuring replication for diverse databases including MySQL, PostgreSQL, IBM DB2 for i, SAP HANA and Oracle.
- Ensured security and functionality of Stewardship Tier/DSP during troubleshooting activities.
- Identified and recreated reported bugs using the Zendesk ticketing tool on internal support sandboxes.
- Analyzed customer logs to identify root causes of errors.
- Organized and led virtual meetings with clients using Teams or Zoom.
- Coordinated setting up of company accounts and sharing of licenses using Salesforce.
- Kept clients informed by dispatching emails detailing bug fixes following every product launch.
Senior Service Desk Associate
Unisys
Hyderabad
01.2019 - 05.2021
- Provided level 1 IT support at Unisys for processes including NEC, Anderson, UL, Kobelco, and DJO.
- Offered technical support for multiple store devices, including POS and Pinpad.
- Resolved issues related to Lotus Notes, Outlook, E Publisher, and Active Directory for lab users within SLA.
- Acted as the first point of contact to diagnose and manage office application-related concerns including email and network access for Anderson users.
- Ensured prompt resolution of issues by maintaining communication with suppliers.
- Supported applications such as Active Directory, Group Policy, DNS, File/Print Server, Oracle, and Skype.
- Assisted users at DonJoy with office applications including Oracle, Citrix, Outlook, and MS Teams.
- Consistently fulfilled all responsibilities within established SLAs.
Senior Customer Support Associate
Wipro Limited
Kolkata
09.2016 - 01.2019
- Served as a senior associate handling the British Telecommunications process at Wipro.
- Resolved complex broadband and landline issues for UK-based customers of British Telecommunications.
- Handled refund processing for loss of services upon fault resolution.
Education
M. A. - Mass Communication and Videography
Rabindra Bharati University
01.2016
B. A. - English Honors
Lal Baba College
01.2014
Skills
- Service-Oriented Communication
- ITIL 4 Certified
- Experienced with Zendesk Tool
- Expertise in ServiceNow Ticketing
- Experience with Consumercom Tool
- OneView
- Microsoft SQL Server
- SUMO
- BigQuery
- JIRA
- Salesforce
- Google Ads Certified
- Google IT Professional Certification
Languages
- English
- Hindi
- Bengali
- Marathi
Accomplishments
- Wipro: Runner-up in Process Training.
Awarded Best Advisor for a quarter in British Telecommunications.
Achieved #1 advisor rank in the stack list for 3 consecutive months.
- Unisys: Received appreciation and recognition for process knowledge from the manager.
Successfully trained new hires for UL and DJO processes.
- Syniti: Promoted from Tier 1 to Tier 2 in Support within a year.
Maintained a 100% customer satisfaction rate.
- Reputation: Earned Rewards and Recognition within 3 months of production.
Assigned additional responsibilities, including training new hires and conducting first-round interviews.
Timeline
Senior Technical Support Engineer
Reputation
03.2024 - Current
Software Support Specialist Tier 2
Syniti
09.2021 - 12.2023
Senior Service Desk Associate
Unisys
01.2019 - 05.2021
Senior Customer Support Associate
Wipro Limited
09.2016 - 01.2019
M. A. - Mass Communication and Videography
Rabindra Bharati University
B. A. - English Honors
Lal Baba College