Sakshi Panchal
Delhi
Summary
Results-driven Client Services Engineer with 4 years of experience in client support, technical troubleshooting, and service delivery. Adept at ensuring customer satisfaction, optimizing system performance, and collaborating with internal teams to enhance service quality. Passionate about providing top-notch client experiences through innovative solutions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Services Engineer
Idea11
Brisbane
11.2024 - Current
- Provide technical support and troubleshooting for enterprise clients using various cloud and software solutions.
- Work closely with clients to understand their needs and ensure successful service delivery.
- Ensure office alignment to Corporate IT Standards and contribute to corporate projects.
- Conduct user orientation and training.
- Conduct root cause analysis (RCA) and implement preventative measures to reduce recurring issues.
- Maintain detailed case documentation in CRM tools such as Salesforce and Dynamics 365.
- Worked with cross-functional teams to achieve goals.
Client Service Coordinator
Ventora
Brisbane
02.2022 - 10.2024
- Ensure incident resolution based on Support SLA
- Analyses, evaluates and diagnoses technical problems and issues such as Software upgrades and configuration.
- Collaborating with users, Business Analysts, Project Leads, and IT teams to resolve issues and ensure solutions are viable and consistent.
- Talking to users and establishing their needs from the system
- Analysing business processes, procedures, and work practices to identify inefficiencies and recommend improvements
- Troubleshooting of desktops, software, hardware, printers, internet, email,
databases, and operating systems
IT Analyst
Sonic Healthcare
Brisbane
02.2021 - 07.2021
- Provide support to end users, including doctors and nurses, of proprietary software used in general practice clinics and pathologies.
- Provide support, including procedural documentation, and relevant reports.
- Set up new user accounts and profiles in compliance with the company policies
Education
Master of Science - Software Engineering
Federation University
Brisbane 11-2021
Bachelor of Science - Bachelors of IT
CGC Landran
Chandigadh07-2018
High School Diploma -
DAV Public School
Panipat04-2014
Skills
- Client Relationship Management (CRM)
- Technical Support & Troubleshooting
- Cloud Computing (Azure, AWS)
- Programming (Python, PowerShell, C#)
- Networking & System Administration
- Incident Management & Root Cause Analysis
- Strong Communication & Problem-Solving
- ITIL & Agile Methodologies
Certification
- CCNA Routing and Switching
Timeline
Client Services Engineer
Idea11
11.2024 - Current
Client Service Coordinator
Ventora
02.2022 - 10.2024
IT Analyst
Sonic Healthcare
02.2021 - 07.2021
Master of Science - Software Engineering
Federation University
Bachelor of Science - Bachelors of IT
CGC Landran
High School Diploma -
DAV Public School
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