Sneha Sharma
Pune
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
ACI WORLDWIDE PVT LTD
12.2021 - Current
- In my role, I focus on working and resolving the tickets created through Salesforce by our clients/customers
- Specifically assisting ACI clients like IKEA, Adidas and many more utilizing our Business Intelligence Platform (BIP) during transactions
- Setup and manage customer BIP accounts and aid in merchant account configurations
- Troubleshoot merchant setup issues and liaise with external entities such as acquirers, connectors, or card schemes as necessary
- Analyze transaction logs to identify root causes of transaction failures
- Address major financial issues promptly by participating in calls with customers and external partners, particularly during connector malfunctions
- Collaborate with the network team to ensure smooth operation of customer SFTP connections and manage IP whitelisting when required
- Handle token migrations and escalate unresolved issues by creating internal tickets for further team support
- Conduct weekly calls with key customers to provide updates on open cases
- Work closely with the Customer Success Manager to ensure high levels of customer satisfaction.
Service Desk Support Specialist
ACI WORLDWIDE PVT LTD
01.2016 - 12.2021
- The job profile is to work and resolve the tickets created through Salesforce for the Employees facing issues with various issues in tools/applications
- Work as 1.5 level support
- For the unresolved issue, need to assign the ticket to resolving team
- Follow up on tickets on daily basis
- Work on unassigned and aged tickets
- Taken ownership to work on Admin rights Queue
- Work as Admin rights SPOC
- Keep a tab on SolarWinds alerts and network tunnel downs
- Work on different tools like RSA Security Console, Active Directory, Endpoint Security console, McAfee console, etc
- Help users to get exceptions (firewall or USB or policy) on their machines
- Create groups in Active Directory
- Help user to install software on the machine
- Guide users to fill in appropriate forms for application access
- Help users to escalate their issues
- Work on VM’s & VDI’s
- Work on security alerts.
Project Engineer
WIPRO TECHNOLOGIES LTD.
09.2014 - 01.2016
- The job profile is to raise and work on tickets created through Remedy Tool for the Employees facing issues with various issues in Sealed Air tools/applications
- Also, to analyze the issue client faces and resolving it via Remote Desktop
- The issue revolves around the technical applications used by Sealed Air users globally like SAP, SYM-Ple
- Taken responsibility to work on Chat application which was recently launched by Sealed Air IS group
- Work alongside with Global Technical Frontline Team to get user issues fixed on Priority.
Junior Software Developer
ANDROZEN SOFTWARE SOLUTION.
01.2014 - 05.2014
- The job profile is developing a XLITE Developers Online Website
- Responsible to do design website forms, doing coding as required and handling website databases as per company client’s requirement.
IT Analyst
WIPRO LTD.
05.2012 - 09.2013
- The job profile is to raise and work on tickets created through BMC Remedy Tool for the clients facing issues with various tools in Cisco
- Also, to analyze the issue client faces and resolving it via Cisco WebEx
- The issue revolves around the technical applications used by Cisco for the Sales purposes like Salesforce.com
- Taken up responsibility as a Set up and support Single Point of Contact (SPOC) for the Sales Force tool and Bi Café Tool
- Do user set up to the sales instance in SFDC for the users
- In-depth knowledge of Accounts, Opportunities, Forecast, Reports, Leads and Quotes which the Account Managers use for their sales purpose
- Awarded as the Best Employee of the floor for the month of November 2012 and December 2012.
Education
M. Sc. (Comp. Sci.), First Class - Computer Science
Arihant College, Pune University
01.2014
B.Sc. (Comp. Sci.), First Class - Computer Science
Modern College, Pune University
01.2011
XII (HSC), First Class - Science
NCL Jr. College, Pashan
01.2008
X (SSC), First Class - English
NCL English Medium School, Pashan
01.2006
Skills
- C
- C
- Java(Core & Advance)
- PHP
- Net
- Good Communication
- Positive Attitude
- Make friends easily
- Good Listener
Certification
- Mac Integration Basics 10.10
- ITIL Foundation
- PRINCE2 Foundation
- PRINCE2 Practitioner
Project Handling Experience
- HANDLING A MAJOR RISK: The critical success factor here was having the PRINCE2 structures for risk management and for problem handling and escalation in place and understood by all concerned, then being prepared both to use them and to modify them as circumstances dictated.
- INTEGRATING PROJECT PLANNING WITH STAKEHOLDER ENGAGEMENT: The critical success factors for this project were the close attention to aligning work within the change management team with work in other teams, the involvement of the whole SMT as the project board, the open sharing of project and stage planning information, and the alignment of key project achievements with specific communications actions.
- SPORTING EVENT MANAGEMENT - TAILORING PRINCE2: The use of product based planning gave a very early view of what needed to be done, and work packages provided a good way of communicating requirements with those doing the work. The decision to keep PRINCE2 in the background was a high-risk approach by the project manager but justified by the circumstances and validated by the outcome.
Internship
ANDROZEN SOFTWARE SOLUTION, Junior Software Developer, January 2014 to May 2014, XLITE Developers, The job profile is developing a XLITE Developers Online Website. Responsible to do design website forms, doing coding as required and handling website databases as per company client’s requirement., .net framework 2010, Microsoft SQL Server 2008 R2
Personal Information
- Date of Birth: 01/19/91
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
Affiliations
- Part of CSR team
- Worked for Cancer Patients
- Worked with Habitat India Team to paint a rural school
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Marathi
Upper Intermediate (B2)
B2
Timeline
Technical Support Analyst
ACI WORLDWIDE PVT LTD
12.2021 - Current
Service Desk Support Specialist
ACI WORLDWIDE PVT LTD
01.2016 - 12.2021
Project Engineer
WIPRO TECHNOLOGIES LTD.
09.2014 - 01.2016
Junior Software Developer
ANDROZEN SOFTWARE SOLUTION.
01.2014 - 05.2014
IT Analyst
WIPRO LTD.
05.2012 - 09.2013
M. Sc. (Comp. Sci.), First Class - Computer Science
Arihant College, Pune University
B.Sc. (Comp. Sci.), First Class - Computer Science
Modern College, Pune University
XII (HSC), First Class - Science
NCL Jr. College, Pashan
X (SSC), First Class - English
NCL English Medium School, Pashan
- Mac Integration Basics 10.10
- ITIL Foundation
- PRINCE2 Foundation
- PRINCE2 Practitioner
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