Supriya Ghodke
Pune
Summary
Skilled in analyzing and improving computer systems to enhance business operations. Experience includes identifying system requirements, designing solutions, and integrating software applications to optimize workflow and increase efficiency. Strengths encompass strong analytical skills, adept problem-solving abilities, and proficiency in developing user-friendly solutions. Contributed to significant improvements in system functionality and user satisfaction in previous roles.
Overview
8
8
years of professional experience
Work History
Sr. Technical Analyst
Hexaware Technologies
Pune
03.2024 - Current
- Technical troubleshooting
- Customer service excellence
- Ticketing systems (e.g., ServiceNow, JIRA, Salesforce)
- Knowledge of ITIL framework
- Remote support tools
- Communication skills
- Time management
- Problem-solving abilities
Technical Support Advisor
Concentrix
01.2022 - 03.2024
- Assisted customers and engineers on technical issues, supported customers with basic technical support for current and past software releases
- Troubleshooted network hardware software worked with service provider to facilitate repairs
- Resolving customer queries via ticketing tool, phone, chat and email
- Provided clear and concise step-by-step technical support to guide Customers during process
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
- Working as temporary L2(Level 2)
- Providing approvals, stamps for dispatch and system replacement
- Taking responsibilities of around 15 agents
- Including case scrubs and repeat dispatch escalation with management staff
- Providing suggestions to changes in process policy and supporting agents, including Microsoft/adobe activation, installation and creation tickets
- Getting support from the service provider (FedEx, Unisys, Getronix, Wwang and Word wide tech support) for clients
Sr. Associate
Mphasis
01.2021 - 01.2022
- Company Overview: Klarna Bank AB, commonly referred to as Klarna
- Company that provides online financial services such as payments for online storefronts and direct payments along with post-purchase payments
- Klarna Bank AB, commonly referred to as Klarna
- Company that provides online financial services such as payments for online storefronts and direct payments along with post-purchase payments
Sr. Associate
Wipro
12.2018 - 12.2020
- Company Overview: Telstra Corporation Ltd is Australia's largest telecommunication company which builds and operates telecommunication networks
- Worked with Telstra mobile billing
- Support team live chat - mobile billing business queue to provide services to the Telstra client as a proactive team member
- British Telecommunication: Technical support
- Maintains the telephone cables, ducts, cabinets and exchanges that connect nearly all homes and businesses in the United Kingdom to the national broadband and telephone network
- Deals with UK Engineers to help resolving the tickets
- Telstra Corporation Ltd is Australia's largest telecommunication company which builds and operates telecommunication networks
Administrative Assistant
Syngenta Ltd.
06.2017 - 10.2018
- Developed and updated spreadsheets and databases to track, analyse and report on performance and sales data
- Collection of data of on-field employee and attendance, payment processing
- Managed information on company databases for different organizational activities to track history and safeguard accurate information
- Received, sorted and directed incoming mail to maintain good communication channels
- Planned office events by reserving venues, communicating schedules and coordinating setup
Education
Diploma - Information Technology
Government polytechnic
Awasari06.2017
Higher Secondary School -
SMV Jr. Collage
Pune06.2013
Secondary School Certificate -
KV. Girls
06.2011
Skills
- Ms Office Installation
- MS Office
- Windows Installation
- Hardware & software Troubleshooting
- OS Installation
- Service Now Tool
- Salesforce Application
- CRM
- Sibel
- Horizon
- Citrix
- Excel
- VDI , Remote Support
Languages
- English
- Hindi
- Marathi
Timeline
Sr. Technical Analyst
Hexaware Technologies
03.2024 - Current
Technical Support Advisor
Concentrix
01.2022 - 03.2024
Sr. Associate
Mphasis
01.2021 - 01.2022
Sr. Associate
Wipro
12.2018 - 12.2020
Administrative Assistant
Syngenta Ltd.
06.2017 - 10.2018
Diploma - Information Technology
Government polytechnic
Higher Secondary School -
SMV Jr. Collage
Secondary School Certificate -
KV. Girls
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