Passionate about leveraging technology to tackle real-world challenges
Experienced Tech Enthusiast with almost 5 years of extensive IT Support experience, currently working as a Technical Support Professional in TomTom. Proficient in various positions, did 1.7 years of service as a Service Desk Administrator in Wipro which I handle critical devices for Client John Lewis & Partners. Resolved 5,000+ incidents and awarded the Rising Star Award for Outstanding Performance in Wipro and freelance experience for 2.7 years multi-skilled at resolution of IT issues and provision of exceptional customer service. I like to use technology to solve real world problems.
03/2024 – Present | Pune, Remote
Technical Support
Presales Advice & Troubleshooting
• Utilized previous experience and knowledge to improve the efficiency and quality of support.
• Adhered to implemented processes and procedures to ensure compliance and successful delivery of new tasks.
• Performed regular tasks accurately, following procedures meticulously to meet all requirements and deadlines.
• Provided end user and retail support for TomTom devices, achieving a technical resolution rate of over 82% on first contact.
• Offered expert presales advice and handled troubleshooting, resulting in a 20% increase in new customer satisfaction and conversion.
• Supported post-sales logistics processes, achieving a 15% reduction in return TAT (Turnaround Time).
• Gathered and communicated customer feedback to the business, which led to a 10% improvement in product quality and customer satisfaction.
• Investigated and resolved client complaints, achieving an 85% success rate and fostering strengthened customer relations.
Tools Used: Zendesk, Unbabel, Intershop, SAT2 Admin, Curts RMA, IATA, CIDI, DIS.
07/2022 – 01/2024 | Pune, India
1st Line Support Team Member
Incident Management
Device Support & Troubleshooting
Cybersecurity Support
• Worked as an integral member of the Incident Team & 1st Line Support Team at John Lewis and Partners, achieving 100% compliance with SLA by providing critical device support.
• Served as the main channel for all IT issues, delivering consistent and up-to-date status on tickets, which facilitated a 20% decrease in resolution time.
• Leveraged troubleshooting capabilities to research and resolve inquiries on the ServiceNow platform, consistently achieving or exceeding the agreed Service Level for First Call Resolution.
• Conducted remote troubleshooting using SCCM for identifying, categorizing, and rating incidents, which helped achieve a 90% first-call resolution rate.
• Maintained updated group policies on users' machines and logged incidents to 3rd Party Vendors through the portal or via ServiceNow Integration, ensuring no downtime while staying in compliance.
• Increased device uptime by 15% through automatic incident alerts for Zebra devices (TC51, TC52, TC57, and MC18) and monitored multi-function devices on AirWatch.
• Supplied Meraki with device usage information for branch customers, which increased the efficiency of their devices by 10%.
• Worked closely with the Cybersecurity Team to detect, classify, and rank potential security incidents such as phishing attacks or trojans, reducing the response time for incidents by 25%.
• Utilized McAfee ePO Endpoint management, Trillix, and PingID to manage and maintain endpoint security across the organization’s network.
• Resolved incidents promptly and effectively, maintaining a 99 to 100% Quality rating and closing over 5000+ incidents.
• Provided training and support to end-users on best practices for cybersecurity awareness and effective utilization of McAfee ePO features.
Tools Used: VMware Workspace (Airwatch), ServiceNow, VMware Vsphere, SolarWinds, Meraki, Cisco Unified Management System, Active Directory, Mainframe, RDP, VMware Horizon, Lotus Notes, SCCM, McAfee ePO, Trillix, PingID.
Tools Used: VMware Workspace (Airwatch), ServiceNow, VMware vSphere, SolarWinds, Meraki, Cisco Unified Management System, Active Directory, Mainframe, RDP, VMware Horizon, Lotus Notes, SCCM
08/2019 – 02/2022 | Pune, Remote
Web Developer (Bootstrap, WordPress, Wix, Squarespace)
Technical Support
Technology Consultant
Client - Direct Clients from Fiverr.com, Freelancing.com
Tools Used - Google Analytics, SEMrush, Team Viewer, AnyDesk, PayPal, Stripe, Dropbox, Google Drive, Canva, CyberPanel, WordPress, Putty, Sublime Text, Atom, Hetzner Cloud.
08/2017 – 12/2019
Custom Rom Tester
Android Rooting Specialist
Tools Used - Magisk, SuperSU, Genymotion, SP Flash Tool, Odin, LineageOS, Bugzilla, MatLog, Geekbench, Antutu Benchmark, Open GApps, TWRP (Team Win Recovery Project), OrangeFox Recovery, Android Debug Bridge (ADB), Fastboot, EX Kernel Manager.
B.Sc Computer Science - Savitribai Phule Pune University
2020
H.S.C - Maharashtra State Board
2017
S.S.C - Maharashtra State Board
2015
Wipro Rising Star Award, Wipro Technologies
2023
Received Wipro Rising Star Award presented by Alex Bowles, Head of Infrastructure at John Lewis & Partners, in recognition of outstanding contributions and dedication to service excellence.
ZONAL Championship's National Workshop Training Machine Learning Competition, 2019
Emerged as the champion in the prestigious Machine Learning competition during the ZONAL Championship's National Workshop Cum Training organized by IIT Madras. This victory signifies a strong grasp of machine learning concepts and exceptional problem-solving skills.
3rd Rank in Electronics Project Competition, 2018
Achieved 3rd place in a challenging electronics project competition in 2018, focusing on the development of a Flame Sensor system.
Best All Rounder Performance at Cricket Sports Event in College, 2017
Displayed outstanding skills and versatility in both sports and academics, recognized as the Best All Rounder in a college cricket sports event in 2017.