Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Swarnmala Patnaik

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Service-focused Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

5
5
years of professional experience

Work History

Technology Support Specialist

Infosys BPM Limited
03.2022 - Current
  • Work experience on Service Desk with good knowledge on O365, remote support, VPN, active directory, troubleshooting – printer issues, Bit locker, MS teams, BSOD, driver installation, Printer and Wi-Fi troubleshooting
  • Experience on Service now or Remedy or Control M or similar ticketing tool with knowledge of ticket priority, severity
  • Knowledge on Service requests and incidents and should be able to communicate difference between Service Requests and Incidents
  • Knowledge of Incident Management lifecycle.
    • I worked on Infosys tools like DPS, OMS, ALCON, IDS, and PBS
    •Allocating the resource, extending the project start and end dates along with the staffing end dates, and delegating access to other PMS.
    •Giving KT and training to the new joiners.
    •Run DPS to check the PAT and PBT details and the rate cards according to the client requirements for calculating the rate margins.
    •Responsible for creating DPS for new projects.
    •Allocation and de-allocation of resources
    •Responsible for creating separate project codes as per project requirements.
    •Ensure timely follow-up from each resource to get the timesheet filled on time.
    •Effectively Resolving the query and creating tickets at the same time.
    •To provide data and reports to the management.
    •To create processes and workflows.

Technical Support Executive

Tech Mahindra LTd.
12.2018 - 03.2022
  • Trouble shoot software and hardware problems and help customers install applications and programs
  • Technical support BULK/GST process with solutions which includes updating GST/POS numbers, troubleshooting/ day to day queries/activation/deactivation, churn, SIMEX, Safe Custody etc.
  • Remote support for Laptops / Desktops / Network Issues / MS office
  • Initial troubleshooting on issues occurring with customers technically and provide right resolution.

Education

B.E in ETC & TC -

Rajiv Gandhi Proudyogiki Vishwavidyalaya university at Gwalior
06.2016

Diploma in ETC -

State Council for Technical Education & Vocational Training at Odisha
06.2013

Skills

  • Operating System : Windows
  • Excel Database
  • Help Desk Management
  • Application support
  • Remote Support
  • Desktop support

Personal Information

Title: Technology Support Specialist

Timeline

Technology Support Specialist

Infosys BPM Limited
03.2022 - Current

Technical Support Executive

Tech Mahindra LTd.
12.2018 - 03.2022

B.E in ETC & TC -

Rajiv Gandhi Proudyogiki Vishwavidyalaya university at Gwalior

Diploma in ETC -

State Council for Technical Education & Vocational Training at Odisha

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Swarnmala Patnaik