Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Samiksha Pawar

Senior Technical Support Analyst
Pune

Summary

Dynamic Senior Technical Support Analyst with ACI Worldwide, skilled in incident management and customer service. Achieved significant ticket backlog reduction through efficient workflows, enhancing client retention by providing exceptional support. Proficient in MySQL and Salesforce, with a strong ability to collaborate across teams to resolve complex issues swiftly.

Overview

8
8
years of professional experience

Work History

Senior Technical Support Analayst

ACI Worldwide
04.2023 - Current
  • Collaborated with cross-functional teams to identify and resolve complex technical issues.
  • Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.
  • Provide deep-dive analysis on payment data for merchants and provide resolution.
  • IM - Incident Management, SLA Request Management, Project Management.
  • Desktop support – Remote, Service desk UAM, Managed databases, Network infrastructure and System controls.
  • Database handling using MS SQL, managing merchant processor information and customer payment activity, checking error .
  • Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
  • Improved client retention rates through proactive outreach efforts and consistent follow-up on open issues.
  • Created user accounts and assigned permissions.
  • Worked with internal support teams, Joined Triages and War Rooms to know Root Cause, Handled P1 incidents, Coalition with different teams like Development, Network & Database for respective issues.
  • Provide support using SQL to research and extract data, generate reports, and validate transactional accuracy (worked on payment processing-related issues and validations).
  • Provided 24/7 quick emergency response, troubleshooting and problem resolution.
  • Accountable to maintain the SLAs by taking proactive actions and guiding onsite field engineers with the Troubleshooting.
  • Boosted customer retention by providing exceptional product support and addressing user concerns.

Product Specialist for Customer Support

HNI India Pvt Ltd
09.2021 - 10.2022
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
  • Collected, tracked, and evaluated market trend data.
  • Chased missing transactions to facilitate timely payments.
  • Prepared month-end closing entries.
  • Reconciled POs for accurate inventory reports.
  • Worked on Oracle for timely trade partner orders.
  • Followed standard accounting procedures.
  • Keep accurate records of customer interactions and transactions.
  • Reviewed and analyzed customer feedback, incorporating valuable suggestions into future product iterations.

Senior Executive

Vodafone India Pvt Ltd
10.2019 - 09.2021
  • Handling P2 and P3 major incidents & Used Remedy ticketing system as well as SCCM Remote support.
  • Worked as SME with 10 months of experience.
  • Active Directory, on boarding and off boarding.
  • Support global IT project implementation.
  • Implemented training and development programs for new employees.
  • Provide technical support on network, system, hardware and software
  • Maximized customer engagement and satisfaction.
  • Azure, Intune portal, BMC remedy force, Arcon, Ariba, FTP File sharing, Outlook, Teams, VPN and WIFI, Window extension, Domain ID creation and network share drive mapping User management and Access and security

Executive

Amazon Development Center Pune
07.2017 - 10.2019
  • Demonstrates effective, clear and professional written and oral communication.
  • Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' technical issues.
  • Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
  • Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
  • Respond promptly to customer inquiries via phone, email, and live chat.
  • Escalate unresolved issues to the appropriate department.

Education

B.E - Computer Engineering

Trinity College of Engineering
Pune, Maharashtra
04.2001 -

Skills

  • Technical troubleshooting

  • Network infrastructure administration

  • MySQL database management

  • ServiceNow, Remedy ticketing system expertise

  • Salesforce CRM management, Jira Tool, Admin tool, ERP

  • Active Directory Management

  • Citrix, Microsoft Teams, Genesys

  • Technical Documentation

  • Win 10, 11

  • MS Office, MS Excel

  • Linux, Unix basic

  • Cisco VPN, Avaya Phone

Accomplishments

  • Amazon Best performer 2018 for having 95% resolution Amazon (2022) – Best Performer Award
    Recognized for achieving a 95% resolution rate and maintaining 100% adherence to Standard Operating Procedures (SOPs).
  • Vodafone (June 2020) – Best Associate Appreciation Award
    Honored for successfully handling the highest number of Priority 1 (P1) incidents within the defined SLA.
  • Vodafone – Impact Award Recipient
    Received for answering the maximum number of customer calls, significantly reducing the abandon rate to the lowest level in the team.


Timeline

Senior Technical Support Analayst

ACI Worldwide
04.2023 - Current

Product Specialist for Customer Support

HNI India Pvt Ltd
09.2021 - 10.2022

Senior Executive

Vodafone India Pvt Ltd
10.2019 - 09.2021

Executive

Amazon Development Center Pune
07.2017 - 10.2019

B.E - Computer Engineering

Trinity College of Engineering
04.2001 -

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Samiksha PawarSenior Technical Support Analyst