Sonali
Dehradun
Summary
Highly skilled and customer-focused with extensive experience in resolving technical issues and delivering exceptional support. Have a logical and systematic approach to technical problem-solving, with proven abilities in call logging, ticket management, and escalation.
Committed to providing timely and courteous assistance, actively listening to user concerns, and employing analytical skills to troubleshoot complex problems effectively.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Junior Consultant
T-Systems Pvt Ltd
Pune
12.2018 - 01.2023
- Provided technical support and troubleshooting to customers via phone, email and chat.
- Identified customer needs, answered inquiries, and resolved complaints in a timely manner.
- Created detailed reports on customer interactions for management review.
- Provided technical and customer service support to external and internal customers.
- Utilized problem-solving skills to analyze IT issues, offer practical solutions, and guide customers through troubleshooting steps effectively.
- Managed stress and maintained composure under pressure, delivering professional and effective support during high-pressure situations.
- Adopted a customer-centric approach to prioritize client needs, ensuring high levels of satisfaction and successful resolution of IT incidents.
- Demonstrated strong analytical skills by systematically diagnosing and resolving complex IT incidents, ensuring minimal disruption to client operations.
- Utilized a logical approach to problem-solving, breaking down technical issues into manageable components to identify root causes efficiently.
- Consistently met or exceeded service level agreements (SLAs) by ensuring timely resolution of tickets through effective triage and escalation processes.
- Demonstrated proficiency in call logging procedures, accurately documenting customer interactions and technical issues in ticketing systems.
- Effectively managed ticket triage processes, prioritizing and categorizing tickets based on urgency, severity, and impact on business operations.
- Provided training and guidance to new team members on call logging and ticket management procedures, promoting consistency and accuracy in documentation.
Education
Master's of Computer Applications - Computer And Information Sciences
Chandigarh University
Punjab05-2019
Bachelor's of Computer Applications - Computer And Information Sciences
MCM DAV College, Panjab University
Chandigarh06-2017
Skills
- Operations Analysis
- Incident Management
- Change Management
- Software troubleshooting
- System Administration
- Incident Reporting
- User Support
- Customer Service
Technical Tools
- ServiceNow
- Active Directory
- VMware
- Service Manager
- HPQC ALM
- HP OMI
- Sharepoint
- Azure
- Python
- Java
- HTML & CSS
Accomplishments
- Employee of the Quarter Award
Certification
- AZ-900(Microsoft Azure)
Timeline
Junior Consultant
T-Systems Pvt Ltd
12.2018 - 01.2023
Master's of Computer Applications - Computer And Information Sciences
Chandigarh University
Bachelor's of Computer Applications - Computer And Information Sciences
MCM DAV College, Panjab University
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