Summary
Overview
Work History
Education
Skills
Software
Accomplishments
Timeline
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SHRADDHA AJAY PATHAK

Senior Technical Consultant
Pune,Maharashtra

Summary

Professional 9 year experience as Sr. Technical Consultant in Production support integration model by providing comprehensive technical support to end-users.

  • Successful in installing, configuring applications on Windows operating systems and providing IT technical support on multiple applications to end users.
  • Collaborate with team and Managers and client to complete the task in time with the ability to discover issues, resolve defects and ensure SLA is achieved.
  • Aiming to secure a level up position in consulting and managing end to end project cycle

Overview

7
7
years of post-secondary education
10
10
years of professional experience

Work History

Sr.Technical Support Engineer

Microsoft EPS (Convergys/Concentric)
Pune, Maharashtra
05.2019 - Current
  • Resolve Windows Technical issues for the clients over call, Emails, chat for Microsoft Enterprise Support.
  • Meeting the SLA for support incident for the customer accordingly.
  • Worked with security team (cloud platform) on Azure Information Protection Clients AIP.
  • Worked on TCP/IP, DHCP, DNS, Hyper V, AD.
  • Responsible for data analysis and follow ups using different tools.
  • Configuring, Managing & Troubleshooting ADS, ADS Replications, FSMO Roles, DNS.
  • Providing RCA for the above scenarios.
  • Tools used Service desk, case buddy, Azure portal, AIP classic client.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Senior Technical Analyst

CDK Global
Pune, Maharashtra
06.2016 - 01.2019
  • Responsibility & Activity:.
  • Troubleshooting and investigating issues that are reported and taking corrective actions to fix those issues.
  • SLA management for all issues raised by clients and dealers.
  • Enrolling and troubleshooting client queries to provide end-to-end solution by using ticketing tools.
  • Troubleshooting the errors by reviewing the logs and processing the issues accordingly on UNIX platform.
  • Developed Ticket reduction analysis through data to track improvements in organizational efficiency.
  • Produced detailed and relevant reports for use in making business decisions.
  • Restructured procedures through coordination with US counterparts to create and execute projects.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Conducted research and investigations into Data cleansing in case of data mismatch, junk characters, missing data with SQL queries.

Senior Executive Insurance

Capita India Pvt Ltd
Pune, Maharashtra
09.2013 - 06.2016
  • Responsibilities and Activities
  • To communicate with UK counterpart regarding complaints, updates, confirmation, Clients details through Emails.
  • Committed to deliver 100% accuracy on a monthly basis.
  • Achieved productivity on monthly basis.
  • Committed to deliver transfer out cases well with-in promised SLA.
  • Ensuring zero complaint from client /customer.
  • To prepare mode of payments like Cheque, CHAPS or BACS.
  • Processing and authorizing the transfer’s cases of Money out from Friends Life to different insurance companies.
  • Managing TAT (Turn Around time) in the absence of the Team Lead.
  • Responsible for tickets raised on different ticketing tools.
  • Responsible for giving floor support to team members and handle escalations if any.
  • Handling Job allocation for team members.
  • Prospected for new business by obtaining client referrals, making cold calls and engaging in insurance sector business-building strategies.
  • Cultivated mutually beneficial client relationships through telephone calls and meetings.
  • Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Structured internal role-playing exercises to improve agents' sales effectiveness, overcome client objections and enhance client renewal rates.

Project Coordinator

Realteam Systems Pvt Limited
Pune, Maharashtra
04.2010 - 01.2013
  • Responsibility & Activity:.
  • Allocating work/calls/re-edit work to different levels like Edit Level-1, Edit Level-2,Edit Level-3,Auditors,Speaker Identifiers, UK/US Call Screener.
  • Back office work, Streaming, Re-Checking and Merging all the work done by all the Levels to Upload and deliver to US/UK based clients.
  • Ensure that the delivery should be done within the time.
  • Ensuring the performance of each and every Associates with and a high appropriate standard.
  • Reporting to management.
  • Organizing all the work and schedule of daily US/UK clients calls.
  • Discussing and resolving problems.
  • Carrying out performance reviews.
  • Organizing and managing entire floor and shifts.

Education

MCM -

Vivekananda College
Aurangabad
06.2005 - 03.2007

B.com -

Dr. Babasaheb Ambedkar University
Aurangabad
06.2002 - 03.2005

H.S.C -

Deogiri College
Aurangabad
05.2000 - 03.2002

S.S.C -

JBHS
Auragabad
06.1999 - 03.2000

Skills

    Good communication skills and Trouble shooting

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Software

Jira Ticketing Tool

Mantis ticketing tool

Clarity ProComm

FileZilla, Bomgar, Jabber, WinScp

Notepad, MS-Excel, MS-Word, MySQL Workbench 63

Accomplishments

Star Performer Award

  • Resolved product issue through consumer testing.

Best player award for team

  • For achieving the goal in call reduction by minimizing repetative tasks

Timeline

Sr.Technical Support Engineer

Microsoft EPS (Convergys/Concentric)
05.2019 - Current

Senior Technical Analyst

CDK Global
06.2016 - 01.2019

Senior Executive Insurance

Capita India Pvt Ltd
09.2013 - 06.2016

Project Coordinator

Realteam Systems Pvt Limited
04.2010 - 01.2013

MCM -

Vivekananda College
06.2005 - 03.2007

B.com -

Dr. Babasaheb Ambedkar University
06.2002 - 03.2005

H.S.C -

Deogiri College
05.2000 - 03.2002

S.S.C -

JBHS
06.1999 - 03.2000

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SHRADDHA AJAY PATHAKSenior Technical Consultant