Steffy David
Pune
Summary
Motivated and enthusiastic individual with a strong interest in Salesforce. Seeking an opportunity as a Salesforce fresher to leverage my technical skills, passion for learning, and dedication to contribute to the success of organizations in implementing Salesforce solutions.
Overview
9
9
years of professional experience
Work History
Technical Support Associate
Amazon Development Center
10.2019 - Current
- Providing prompt and effective support by answering phone calls, emails, or chat messages to address team members inquiries or technical issues
- Ticket Management: Receive incoming support tickets, service requests, or inquiries from employees, or other stakeholders through various channels such as email, phone, or a ticketing system
- Ticket Triage: Review and assess the content of each ticket to understand the nature of the issue, the urgency, and the required expertise or resources to resolve it
- Assignment Determination: Analyze the ticket details, available resources, and relevant factors (such as skill sets, workload, and availability) to determine the most suitable individual or team to handle the ticket
- Assignment Allocation: Assign the ticket to the appropriate support agent, technician, or team, ensuring that it aligns with their skills, workload, and priorities
- Prioritization: Evaluate the urgency and impact of each ticket to prioritize them accordingly
- Ensure high-priority tickets are assigned promptly and handled expeditiously
- Communication: Notify the assigned individual or team about the new ticket, providing relevant information, context, and any special instructions or requirements
- Follow-up and Monitoring: Track the progress of assigned tickets and follow up with the assigned personnel to ensure that the ticket is being addressed in a timely manner
- Monitor ticket status and escalate as necessary to meet service level agreements or customer expectations
- Collaboration: Facilitate communication and collaboration among team members involved in resolving the ticket, ensuring smooth coordination and knowledge sharing
- Documentation: Maintaining detailed records of customer interactions, technical issues, and solutions provided to ensure accurate tracking of customer inquiries and efficient knowledge sharing within the organization
- Escalation and Collaboration: Collaborating with other members of the technical support team or other departments to resolve complex technical issues and escalating problems to higher-level support or engineering teams when necessary.
Technical Support Executive
Featherstone Informatics Groups
06.2018 - 10.2019
- Performing data mining of healthcare clinical and claims data
- Providing solutions to the tickets generating on the ticketing tool like JIRA
- Identifying and providing solutions to various database and workstations maintenance problems
- Worked closely with various internal teams/stakeholders and customer contacts to successfully implement an operations process for project delivery
- Administrating and troubleshooting servers/workstations, maintaining the backup network, database, software, files on regular basis accordingly, as per the company policies
- Good understanding of large-scale hospital datasets/warehouses to organize, collect, and standardize data
- Check the database connectivity through the in-house tool (SPINE)
- Also check the database connectivity by executing the SQL query remotely.
Technical Support Associate
Convergys India Services
06.2018 - 10.2019
- Providing technical support to Dell laptop users over chats, emails and calls if needed
- Answering questions about the installation, operation, configuration, customization, and use of Dell Technologies products
- Using systems to provide remote diagnostic technical support for critical matters
- Analyzing issues with customer products, identifying the cause, recommend a solution and document the problem for warranty claims and future reference.
Technical Support Executive
Concentrix Corporation
06.2014 - 07.2016
- Providing technical support to Level 1 associates over calls
- Receive incoming support tickets, service requests, or inquiries from level 1 employees
- Evaluate the urgency and impact of each ticket to prioritize them accordingly
- Ensure high-priority tickets are assigned promptly and handled expeditiously
- Analyze the ticket details, provide resolution by promptly acting or determine the most suitable team to handle the ticket
- Hands on tools and applications like: AS400, BMC Remedy (Ticketing Tool), Active Directory, AD account Lockout, Citrix, JIRA, MS Excel, MS Word, Terminal Services, DOS, Server 2008 & 2012, Windows 7 Etc.
Education
Bachelor of Computer Applications -
Savitribai Phule Pune University
04.2014
Skills
- Salesforce Certified Associate Certification (Completed)
- Salesforce Certified Administrator (In progress)
- Good understanding of Salesforce platform, including navigation, standard objects, fields, and basic configuration
- Data Management: Understanding of data import/export using tools like Salesforce Data Loader and Data Import Wizard
- Customization: Good knowledge of customizing page layouts, creating custom fields, and workflows in Salesforce
- Reporting and Dashboards: Ability to create basic reports and dashboards in Salesforce to visualize data
- Team Collaboration: Proficient in collaborating with team members, sharing information, and working in a team environment
- Technical Troubleshooting
- Verbal and Written Communication
- Analytical and Methodical
- Resolving Problems and Incidents
Languages
English
First Language
Hindi
Proficient
C2
Tamil
Proficient
C2
Timeline
Technical Support Associate
Amazon Development Center
10.2019 - Current
Technical Support Executive
Featherstone Informatics Groups
06.2018 - 10.2019
Technical Support Associate
Convergys India Services
06.2018 - 10.2019
Technical Support Executive
Concentrix Corporation
06.2014 - 07.2016
Bachelor of Computer Applications -
Savitribai Phule Pune University
Similar Profiles
Ayesha KhanAyesha Khan
HR Assistant at Employee Resource Center at Amazon Development Center Private Ltd IndiaHR Assistant at Employee Resource Center at Amazon Development Center Private Ltd India
Bharath ArrojuBharath Arroju
Specialist Customer Service Representative at Amazon Development CenterSpecialist Customer Service Representative at Amazon Development Center
ASHOK KUMAR HASHOK KUMAR H
Support Engineer IV at Amazon Development CenterSupport Engineer IV at Amazon Development Center
JUVERIYA SHAIKHJUVERIYA SHAIKH
Customer Service Associate at Amazon Development CenterCustomer Service Associate at Amazon Development Center
Dreamly MondalDreamly Mondal
Infrastructure Platform Engineer at SLB (Schlumberger)Infrastructure Platform Engineer at SLB (Schlumberger)