Smita Surwade
IT SERVICE DESK /CUSTOMER SUPPORT
Pune
Summary
Motivated and service-oriented professional with over 1.7 years of experience in IT support, with a strong foundation in delivering excellent customer service. Skilled in managing customer interactions across phone, chat, and email, ensuring timely and accurate resolution of inquiries, complaints, and service requests. Proven ability to remain calm under pressure, actively listen to customer needs, and provide empathetic, solution-focused support. Adept at de-escalating conflicts, maintaining service quality standards, and contributing to customer retention and satisfaction. Seeking to transition into a full-time customer service role to utilize my communication, relationship management, and problem-solving skills to enhance the overall customer experience.
Overview
1
1
year of professional experience
1
1
Language
Work History
IT Service Desk/Technical Support Engineer
Intertrust Group
04.2022 - 08.2023
- Provided end-to-end support for hardware, software, and application issues.
- Assisted users with technical queries and requests via phone, chat, and email.
- Managed priority incidents and ticket resolutions through ServiceNow.
- Collaborated with business and functional analysts to raise enhancement and feature requests.
- Maintained over 95% positive user feedback for superior customer satisfaction.
- Resolved technical and service-related queries with a strong focus on customer satisfaction and first-call resolution.
- Logged and managed service tickets using ServiceNow, ensuring accurate documentation and follow-ups.
Education
Bachelor of Engineering - Computer Science & Engineering
Prof. Ram Meghe Institute of Technology & Research
Badnera, Amravati 07.2015 - 06.2021
Higher Secondary Certificate - Computer Science
R.L.T College of Science
Akola, Maharashtra 02.2014 - 06.2015
Internship - Automation Test Enginner
Info Tech Pro
Pune 04.2001 -
Skills
- ITIL Certified
- Azure Active Directory
- Technical Support
- Incident Management
- Customer Relationship Management
- Issue Resolution & Escalation Handling
- Communication (Phone/Chat/Email Support)
- ServiceNow Ticketing System
- Strategic Thinking & Empathy
- Microsoft Office, Office 365
- Customer service
Websites
Additional Information
Take member feedback, and raise enhancement/new feature requests to Business and Functional Analysts.
Certifications Short Courses
ITIL certified
Tools Software
- Microsoft Office
- Active Directory/VDI
- Cisco Jabber
- Vmware
- Lists/Shared mailboxes
- Notepad++
Timeline
IT Service Desk/Technical Support Engineer
Intertrust Group
04.2022 - 08.2023
Bachelor of Engineering - Computer Science & Engineering
Prof. Ram Meghe Institute of Technology & Research
07.2015 - 06.2021
Higher Secondary Certificate - Computer Science
R.L.T College of Science
02.2014 - 06.2015
Internship - Automation Test Enginner
Info Tech Pro
04.2001 -
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