Sima Rathod

• Managed global technical support for access control security products, including DSC and Exacq Vision Server.
• Provided functional product support to customers through phone, email, and chat channels.
• Analyse, troubleshoot, and resolve issues related to product functionality and usage.
• Led a team of 4 to drive and escalate support efforts, resolving complex operational delivery issues.
• Supported customers across the APAC, EMEA, and US regions by working in rotational shifts based on business requirements.
• Accurately document all customer interactions, issues, and resolutions in the Customer Relationship Management (CRM) system.
• Verified functionality of peripherals and initiated hardware failure cases promptly.
• Monitored system performance and coordinated network communication updates with new OS releases.
• Extended SSA expiry dates by adding features to demo, development, and production systems as needed.

User Access Management.

• Provide L1 support to the users (corporate, consultants, retailers, and dealers) for Vodafone Australian customers.
• Granting and revoking access through phone and email.
• Handled Active Directory user account creation, password resets, disabling accounts, unlocking accounts, group policy updates, and access permissions.
• Collaborated with team members to achieve target results.
• Resolved access-related incidents and service requests within SLA timelines.
• Create incidents, update work logs, prioritise and categorise the incidents, and monitor the progress of the incidents.
• Projects being dynamic and not static need to ensure all version changes and updates are passed on to the entire team.
• Enhance process capability from the current baseline through process improvement methodologies.
• Coordinate with other process teams to identify cross-programme dependencies and leverage resources appropriately.
• Establish a communication plan between all stakeholders, including the project manager, team members, and clients. Internal and external calibration.

• Provided ultimate ownership and responsibility for end-to-end management activities for all Severity 1 and 2 incidents.
• Communicate the resolution to the end user.
• Notify the top/high-level management if any issues occur.
• Worked on ticketing tools such as ServiceNow for incident and change management cases.
• Contacting the application teams and getting them on a call to resolve the issue and check if the applications, server, and database are up and running.
• Proven success working in a high-volume, 24/7 technical support process.
• Promoted to the Escalations and Review Group, which sharpened my ticket handling skills for the Level 1 team and allowed me to provide expert advice on resolving issues within SLA.
• I worked with Business Critical Network team members, which helped me understand basic network fundamentals and infrastructure support for all HP-supported clients.
• Handled customer complaints calmly and professionally, providing positive solutions to uphold company reputation.

• Handling inbound calls related to postpaid bills, internet troubleshooting.
• Activate postpaid plans as per customers requirements and requests.