Jira Ticketing Tool
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
Ability to handle the work in challenging circumstances
Positive approach and Result Oriented
Use of MS office software’s, Excel, Outlook, Word and PowerPoint effectivelySoftware
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