Supriya Ghodke
Sr. Technical Engineer
Pune
Summary
As a Sr. Technical Engineer advancing my skills and career growth with 6+ years in Service Desk, Customer support, bringing experience in technical support, troubleshooting, and user assistance. Consistently delivers high-value solutions through strong analytical skills and effective problem-solving. Solid proficiency in system design, troubleshooting, and project management. Worked on Service Now 5+ years, Handle the Incidents, Tickets closed on time and provided First call resolution.
Overview
8
8
years of professional experience
12
12
years of post-secondary education
Work History
Sr. Technical Engineer
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
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
Technical Support Advisor
Concentrix
Pune
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
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Served as primary point of contact for triaging technical issues.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
Sr. Associate
Mphasis
Pune
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
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Trained and supported new team members, maintaining culture of collaboration.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Sr. Associate
Wipro
Pune
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
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
Administrative Assistant
Syngenta Ltd.
Pune
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
Pune India 06.2013 - 05.2017
Higher Secondary School -
SMV Jr. Collage
Pune India 07.2011 - 06.2013
Secondary School Certificate -
KV. Girls
Pune, India 06.2005 - 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
Active Directory
Power shell
Expert problem solving
Timeline
Sr. Technical Engineer
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
06.2013 - 05.2017
Higher Secondary School -
SMV Jr. Collage
07.2011 - 06.2013
Secondary School Certificate -
KV. Girls
06.2005 - 06.2011
Similar Profiles
Monika KumariMonika Kumari
Senior Software Engineer Team Lead at Hexaware TechnologiesSenior Software Engineer Team Lead at Hexaware Technologies
Deveshkumar SinghDeveshkumar Singh
SENIOR PROJECT MANAGER at Hexaware TechnologiesSENIOR PROJECT MANAGER at Hexaware Technologies
Tamilselvan RadhakrishnanTamilselvan Radhakrishnan
Dotnet Core Fullstack Developer at Hexaware TechnologiesDotnet Core Fullstack Developer at Hexaware Technologies
Aditya Sanjay PawarAditya Sanjay Pawar
Logistics Executive at AIMEX AGRO EXPORT PRIVATE LIMITEDLogistics Executive at AIMEX AGRO EXPORT PRIVATE LIMITED
Aditya TivariAditya Tivari
Senior Consultant at NTT DataSenior Consultant at NTT Data