SANDHYARANI DHAPPADHULE

As a Technical support engineer Provide technical support and troubleshooting for hardware, software, network, and application issues to ensure smooth and efficient IT operations.

• Incident Management: Log, categorize, and prioritize incoming incidents via phone, email, or ticketing system.
• Technical Troubleshooting: Diagnose and resolve technical issues using remote support tools.
• User Support: Assist users with password resets, account unlocks, and basic account management tasks.
• System Administration: Perform routine system checks and maintenance tasks.
• Documentation: Maintain accurate records of support activities and resolutions in the ticketing system.
• Knowledge Base Management: Update and maintain internal Knowledge Base with common issues and solutions.
• Customer Service: Communicate clearly and professionally with users to ensure a positive support experience.
• Security Compliance: Adhere to data security policies and educate users on best practices.
• Advanced Troubleshooting: Handle complex technical issues and perform in-depth diagnostics.
• Security and Compliance: Ensure adherence to data security policies and regulatory requirements.

• Working as ongoing interface between the client and the system or application
• Dedicated to provide quality service to user
• Responsible for accurately defining a client issue and providing resolution based on deep product knowledge
• Addressing user tickets regarding hardware, software, and networking
• Created users, security groups in Azure AD email accounts in O365
• Troubleshoot O365 related issues, handling Outlook and mailbox related issues
• Assisting users in connecting video conferencing applications such as Teams
• Monitored systems in operation and quickly troubleshot errors
• Performed root cause analysis and general troubleshooting
• Patched software and installed new versions to eliminate security problems and protect data
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Used ticketing systems to manage and process support actions and requests
• Managed high levels of call flow and responded to technical support needs
• Documented support interactions for future reference
• Provided documentation on troubleshooting of technical processes to support desk staff
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Collaborated with team members to achieve target results
• Used Microsoft Word and other software tools to create documents and other communications.

• Handling customer complains via e-mail and responding to them by investigation from all points
• Responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers
• Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice support
• Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Providing remote infrastructure support delivery and performing problem cause analysis collaborating with fellow support colleagues and other internal organizations to provide superior customer service
• Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Anticipating customer needs and effectively addressing concerns related to their issue or resolution
• Providing direct technical assistance to customers via phone, email, and chat.

• Project profile: Project on 'isolation & molecular weight determination of salmonella flagellin proteins', Physicochemical analysis of local mineral water', 'Invitro micropropagation of Musa acuminata, media optimization and study of contamination in plant tissue culture'.