Trading, Investment, social activist
SHAKILA SHAIKH
Planning Engineer
Kalyan
Summary
Dynamic and result-driven Technical Support Engineer and Customer Associate with over 6 years of experience supporting software and hardware issues. I am skilled in ticket handling, issue replication, defect management, and cross-functional collaboration with Team. Known for delivering excellent customer experience, developing knowledge base content, and driving process improvements.
Overview
7
7
years of professional experience
1
1
Certification
1
1
Language
Work History
Planning Engineer
Spark Minda
08.2024 - Current
- Company Overview: Product manufacturing-based company
- RFQ handling : Request for quotation handling when new business requirements initiated by customer.
- Escalation Handling: Manage high-priority escalations and complex customer issues, receiving recognition from Customer Success Managers for exceptional conflict resolution
- ECN handling : Engineering change request note when any changes or update comes in the existing Business.
- Performance Reporting: Generate and mainten data for all products or projects which are in alignment.
- Technical Diagnosis: Conduct meeting sessions for complex product troubleshooting and issue resolution
- Financial settlement for all products that are going in production.
Technical Support Engineer
ATOS Syntel
02.2019 - 04.2023
- Worked as an IT Technical Support Engineer in the Service Desk domain.
- Possess 4.1 years of experience in Service Desk operations.
- Skilled in call support, chat support, and email support, with a strong ability to connect with customers based on their requirements.
- Experienced in handling both domestic and international users effectively.
- Proficient in using the ServiceNow tool and actively involved in resolving Incidents and Service Requests as per Service Level Agreements (SLAs).
- Hands-on experience with Active Directory, including password resets, account unlocks.
- Expertise in troubleshooting a wide range of issues, Outlook and Office 365 configuration, network and printer issues, Software installations, Password reset issues.
- Strong experience in monitoring incidents using the ServiceNow ticketing tool and following ITIL processes for effective resolution.
- Well-versed in international voice support, especially with users from the US region.
- Ticket Management: Handle tickets daily across multiple channels (chat, phone, voice cases)
- Escalation Handling: Manage high-priority escalations and complex customer issues, receiving recognition from Customer Success Managers for exceptional conflict resolution
- Global Support: Provide 24/7 technical support for international clients.
- Technical Diagnosis: Conduct remote screen sharing sessions for complex product troubleshooting and issue resolution.
Education
Bachelor Degree -
Sardar Patel Institute of Technology
Andheri 05.2018
High School Diploma -
Government Polytechnic Mumbai
Bandra 05.2015
Matric -
S.C.S.Vidyalay
Kinhavali 05.2012
Skills
OTRS and PISA tracking tool
Technical Troubleshooting
Active directory
Manual Testing
Customer Communication & Relationship Management
RFQ ZoHo portal and ECN portal
Microsoft Excel
SAP
ServiceNow
Accomplishments
- Received numerous client and team appreciations for delivering outstanding technical support and resolving critical issues swiftly and effectively.
- Recognized for enhancing customer satisfaction and contributing to process improvements through proactive problem-solving and collaboration.
Certification
Software testing
Interests
Timeline
Planning Engineer
Spark Minda
08.2024 - Current
Technical Support Engineer
ATOS Syntel
02.2019 - 04.2023
Bachelor Degree -
Sardar Patel Institute of Technology
High School Diploma -
Government Polytechnic Mumbai
Matric -
S.C.S.Vidyalay