Sushma Poddar
Infrastructure Support Associate
Pune
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
8
8
years of professional experience
4
4
Languages
Work History
L1/L2 Technical Support Engineer - Server
Concentrix Daksh Services India Private Limited
06.2023 - Current
- Troubleshoot and resolve hardware and software issues on PowerEdge servers.
- Diagnose issues related to no POST, no boot, RAID configuration, hard drives, Windows OS, and network connectivity.
- Provide technical support to customers via email and phone, handling 15 to 20 queries per day.
- Performed end-to-end case ownership, including issue analysis, troubleshooting, follow-up, and resolution, while establishing a strong, reliable customer base.
- Coordinate with internal teams for issue escalation and timely resolution.
- Ensure customer satisfaction by providing accurate solutions within SLA timelines.
- Maintain proper documentation of incidents, troubleshooting steps, and resolutions in ticketing systems.
Customer Service Representative
Poonawalla Fincorp Ltd
08.2020 - 09.2022
- Achieve or exceed monthly sales targets, focusing on both quantity and quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
Sales Executive
Suma Soft Pvt Ltd
08.2018 - 01.2020
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed call lists, email campaigns, and assigned sales territories efficiently.
- Boosted sales revenue by 10% each month by cultivating strong client relationships, and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Education
HSC - Arts
Karnataka Board
Karnataka 04.2001 -
Skills
Software support proficiency
Remote troubleshooting
Researching complex issues
Infrastructure maintenance
Experience with virtualization platforms
Operating systems proficiency
Data center maintenance
Network connectivity troubleshooting
Systematic hardware troubleshooting
Expertise in Windows OS troubleshooting
Interests
Exploring New Adventure places, Watching Anime and K-Drama, Watching Sci-Fi Movies, Reading Self-Motivation Books
Timeline
L1/L2 Technical Support Engineer - Server
Concentrix Daksh Services India Private Limited
06.2023 - Current
Customer Service Representative
Poonawalla Fincorp Ltd
08.2020 - 09.2022
Sales Executive
Suma Soft Pvt Ltd
08.2018 - 01.2020
HSC - Arts
Karnataka Board
04.2001 -