Support Technical

Aaina Aggarwal

Mobile: +91-783*******

Email: *****.**********@*****.***

IT PROFESSIONAL

Product Support Client Support Specialist

Summary

An organized, disciplined, diligent & result-oriented dynamic professional with more than three years of experience in IT support domain.

My objective is to pursue a career with a company having a global vision that encourages creativity and offers opportunity to learn and develop skills.

Ability to excel in independent positions requiring minimal supervision and handle simultaneous tasks.

Able to implement vision to achieve company goals and surpass expectations while ensuring non-confrontation on quality standards front.

Experience in conducting/facilitating requirement gathering sessions with ability to engage diverse number of business stakeholders.

Capability of learning concepts of emerging advance methodologies, tools and technologies.

Proactive team player with demonstrated problem solving and analytic reasoning abilities.

Technical Skills

Troubleshoot and resolves software, hardware and networking problems associated with Windows based Operating systems.

Highly skilled with understanding of Microsoft Office Tools covering MS-Excel, MS-Word and MS-PowerPoint.

Ensure recoverability, availability, scalability, and performance of the Windows environment.

Establish and implement standards for computer operations for compatibility between hardware and software, according to specifications and parameters.

Recommend hardware and software upgrades according to growth statistics and disk space forecasts.

Skilled in troubleshooting of Windows Operating System XP/Vista/7 based applications.

Professional Experience

Maropost : Email Marketing

Client Support Specialist

April 2017 – March 2018

Job Profile:

Training the new customers on the platform and assisting them in strategizing to maximize their success using the Maropost Platform.

Responsibilities:

Maintaining a good rapport with the client and ensuring they stay with the company.

Testing new features and reporting bugs before recommending them to the client.

Account set up and management.

Assisting clients to get use to the platform and are able to use it without challenges.

Reviewing client's accounts monthly and sharing ways to increase performance.

Motivate and assist the team to perform better and help them achieve the targets.

Get in touch with different departments to ensure that the customer issues or concerns are addressed at the earliest.

Understanding client's requirements and finding solutions and best strategies to adopt in order to achieve the set goals.

Develop and implement policies and procedures throughout the software development life cycle to maximize the efficiency, effectiveness and overall quality of software products and information systems for the client.

I have been given the access to monitor servers and some other internal tools.

Motivate team to initiate and participate in all people engagement & activities organized in the office.

I have been proactively hosting Fun Fridays where some activities and snacks are arranged for the team

members. Apart from this I have even been involved in organizing office cultural meet held after every 3 months.

Practo (Healthcare Company)

Product Support Specialist (International)

March 2015-April 2016

Job Profile:

Checking up on the new customers and ensuring they are able to use the platform without challenges if any training or help is required get that arranged with the team to ensure quick resolution.

Responsibilities:

Maintaining a good rapport with the client and ensuring they stay with the company.

Assisting customer with their queries.

Handled all the issues and escalations effectively by being in direct conversation with the other team members.

Motivate and assist the team to perform better and help them achieve the targets.

Get in touch with different departments to ensure that the customer issues or concerns are addressed at the earliest.

Develop and implement policies and procedures throughout the software development life cycle to maximize the efficiency, effectiveness and overall quality of software products and information systems for the client.

Provided Level 2 technical support in a 24x7 environments and worked to retain customer by providing best possible solution to customer’s escalation.

Practo (Healthcare Company)

Product Support Specialist (Domestic)

April 2016–March 2017

Job Profile:

Training Clients on how to use the Practo Platform for Online Appointment Booking and helping them provide resolution to their queries. Gaining constructive experience in team handling and ensuring enhancement in productivity while maintaining the desired level of support protocols. I am accountable for maintaining a transparent and steady communication which leads to a better understanding of the work flow and progress. Acting as a product support to customers and actively involved in providing guidance and mentor new hired team members.

Responsibilities:

Handled all the issues and escalations effectively by being in direct conversation with the other team members.

Provide 100% resolution to customers..

Provided complete training to associates who never received official training and have groomed them in becoming best associates of team in terms of C-Sat scores, product and process knowledge.

Assured 100% support to team members.

Guiding the team and making sure that the work is not getting affected at any point and the clients are happy with the support provided.

Report making in excel, google sheets

Seeing my knowledge, I had been given access to certain extra tools which helped in providing resolution ASAP.

Motivate team to initiate and participate in all people engagement & activities organized in the office.

Taken huddles and send MOM, to convey information to each and every one.

Actively participated in gain sharing programs, wherein assisted team in resolving technical issues to scale up to the desired performance level individually and as a team.

Provide technical support on the application problem, diagnostic, troubleshooting and rectification to the reported issues.

Proposed various alterations during regular team meetings in order to meet the goals more consistently.

Gauging areas of improvement and formulating a plan for working on the same.

Worked in client engagement services and provide after sales maintenance and service for various Operating System such as Microsoft Windows and Macintosh OS.

Provided Level1 and Level 2 technical support in a 24x7 environments and worked to retain customer by providing best possible solution to customer’s escalation.

Supported all technical queries and issues of Level 2 and first level customers.

Dealt with all software related technical issues and provide resolution within specified SLA.

Handled all technical support functions on server to international clients.

Key Accomplishments

Was privileged with ‘Star of the Quarter’ awards by top dignitaries of Practo for delivering exceptionally on customer support, resolution rate and customer CSAT on multiple occasions.

Average NPS rating of 9 on customer exit survey. Praised for knowledgeable service and quick resolution.

Efficiently handled heavy workload, averaging resolution of 500 inquiries per week. Consistently, surpassed performance quotas.

Axsiom(Global Domain Brokerage Company)

Domain Broker

April 2013 to June 2013

Job Profile:

With the help of keywords related to the domain find out the clients who would be interested in buying the domain.

Responsibilities:

Worked as a Domain Broker for 3 months.

Being the youngest one made the highest number of domain sale.

Assured 100% support to everyone by sharing out the leads generated.

Professional Certifications/Activities

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Certified to be among the top 1% successful candidates in ALL INDIA LEVEL MATHS ANDSCIENCES TEST.

Won a Silver medal at International Level for Painting Competition conducted by AVANTIKA Talent Search Greeting Card Competition.

Selected among the top 100 candidates to be a part of India Youth to Business Forum held on 0ct’12 at the Indian Business School, Hyderabad.

Also have participated in a lot of social activities such as “DEEKSHA” held on the eve of World Earth Day-2012, helped in organizing various social events at Shree OM Babaji Social Education and Welfare Trust.

Even Helped in organizing Blood Donation Camp in the University Itself.

I have participated in lot of cultural events and hosted assemblies and annual functions, debate competitions and worked as a Vice Caption during school time.

I have worked on various projects which involved:

Analyzing and evaluating the utility of Waste Management Generation.

Designed project to rent out and buy Flats, Bungalows and Villas using Netbeans.

Designed Banking Management System using C and C++.

Visited HCL in RUDRAPUR and studied the process of connecting various parts of Central processing unit.

ACADEMIC CREDENTIAL

2015 B. Tech. in CSE from Rayat and Bahara Group Of Institutes, 80.15%

2011 Class XII, GMSSS, Chandigarh, CBSE, 88.8%

2009 Class X, Manav Mangal High School, Chandigarh CBSE, 81.4%

PERSONAL DETAILS

Date of Birth : 17th December,1993

Nationality : Indian

Languages : English, Hindi, Punjabi

Marital Status : Single

Interest : Travelling, Painting, Reading Books, Dancing

Address : #297, Sector-20/A, Chandigarh

Declaration:

I hereby declare that information furnished above is true to the best of my knowledge.

(AAINA AGGARWAL)

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