Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Sushmita Nautiyal

Sushmita Nautiyal

Gurgaon

Summary

Accomplished Senior Technical Associate with expertise in application support and technical troubleshooting. Proven track record in delivering high-quality presentations and fostering collaboration. Successfully managed vendor relationships and led cross-functional teams, enhancing system functionality and achieving project milestones. Strong communicator with a focus on innovation and continuous improvement.

Overview

8
8
years of professional experience

Work History

Senior Technical Associate- Intune Cloud

Concentrix
Gurugram
12.2022 - 07.2025
  • Assisted in the selection of new technologies to integrate into existing systems for improved functionality based on business requirements analysis.
  • Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
  • Developed and maintained detailed technical documentation to facilitate knowledge transfer for seamless team handoffs.
  • Served as a subject matter expert within the organization by staying abreast of emerging trends in technology.
  • Managed vendor relationships, negotiating contracts and evaluating the quality of services provided to ensure optimal collaboration and support for ongoing projects.
  • Contributed to the successful completion of large-scale projects by coordinating tasks, prioritizing deadlines, and ensuring timely delivery of milestones.
  • Collaborated with cross-functional teams to design, develop, and implement technical solutions for improved system functionality.

Team Leader

Teleperformance D.I.B.S
Gurugram
02.2022 - 10.2022
  • Accountable for a team of about 22 TSE's.
  • Act as a first point of contact for client. Report daily progress, seek help and coordinate/communicate as necessary.
  • Interact regularly with employees to improve process quality, grooming for next level and reduce process shrinkage/attrition to ensure that team's operational delivery is aligned with organizational goals.
  • Keep the project manager and product committee informed of task accomplishment, issues and status.
  • Cascade all necessary business information and updates from client to the executives.
  • Ensure deliverables are prepared to satisfy the project requirements, cost and schedule.
  • Coach and help develop team members.
  • Facilitate problem solving and collaboration.
  • Ensure discussions and decisions lead toward closure. Maintain healthy group dynamics and intervene when necessary to aid the group in resolving issues.
  • Encourage creativity and Provide guidance to the team based on management direction.
  • Identify and manage BQ across the floor to enhance floor performance.
  • Daily tracking of operational metrics to ensure no deviation in goal attainment.
  • Training needs identification and delivering short trainings to ensure compliance.
  • Regular reviews with the Team & analyze the opportunities of improvement & reduction in controllable defects which are a direct impact to Customer Experience.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Subject Matter Expert

Teleperformance D.I.B.S
09.2019 - 01.2022
  • Act as a point of escalation and 2nd level of support for all complex technical scenarios.
  • Work as a resource person for product development team in order to report bugs, diagnose and collect necessary logs.
  • Identify and upskill TSEs on troubleshooting aspects where they struggle.
  • Keep the team updated on latest product, process and policy changes.

Technical Support Executive

Teleperformance D.I.B.S
Gurugram
05.2017 - 09.2019
  • Issue Identification and Troubleshooting.
  • Software Installation, How to Use and Troubleshooting.
  • Application Navigation, Configuration and Troubleshooting.
  • Help in managing the Images & Albums in Lightroom.
  • Greet Customers in a courteous, friendly, and professional manner using agreed-upon procedures.
  • Clarify Customer requirements; probe for and confirm understanding of requirements or problem.
  • Support Customers on variety of software products and services.

Education

Bachelors of Technology - Computer Science

Uttaranchal Institute of Technology
Dehradun
04-2015

Higher Secondary -

Shri Mahavir Jain School
Jammu
04-2011

Skills

  • Application support
  • Expert problem solving
  • Remote support
  • Application installations
  • Technical troubleshooting
  • Issue escalation
  • Verbal and written communication
  • Product knowledge
  • Hardware troubleshooting

Accomplishments

  • Multiple recognitions at all levels such as Employee of the month, CSAT star of the month.
  • Leadership and Development certification - JUMPER (Topmost rank) of the Batch for JUMP program (Internal L&D program for Teleperformance)

Languages

English
First Language

Timeline

Senior Technical Associate- Intune Cloud

Concentrix
12.2022 - 07.2025

Team Leader

Teleperformance D.I.B.S
02.2022 - 10.2022

Subject Matter Expert

Teleperformance D.I.B.S
09.2019 - 01.2022

Technical Support Executive

Teleperformance D.I.B.S
05.2017 - 09.2019

Bachelors of Technology - Computer Science

Uttaranchal Institute of Technology

Higher Secondary -

Shri Mahavir Jain School

Similar Profiles

CREATE PROFILE
Sushmita Nautiyal