Process Associate at Tata consultancy services (2019-10 – 2023-11)
Supporting the end users for one of largest Big 4 - Pricewaterhousecoopers (PWC) on calls
- Identify and escalate priority issue as per Client specifications with records and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
- Assign unresolved Incidents to appropriate Tier 2 Support Group with subject matter expertise for a specific service
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service
- Redirect problems to appropriate resource in a timely manner with detail
- Coordinating with different lines of services with support teams within SLAs and responsible for sending out weekly/monthly reports on IM performance, Tickets, Dashboards K Management reports related to Incidents
- Providing floor support to the consultants and ensuring maintain the scores in terms of VSATs, AHT, and SLAs
- Updating EP articles related to the process and sharing them with the team members
- Work on action plans to improve defective areas
- Follow up and make scheduled call backs to customer where necessary and escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
Technical support specialist at Diebold Nixdorf (2023-12 – Present)
- Managed calls correspondence with clients, providing timely updates and ensuring satisfaction with resolution outcomes
- Proficient in managing support tickets within the EBS, ensuring accurate logging, prioritization, and categorization of issues based on severity and urgency
- Maintain detailed records of all technical activities, issues, and resolutions for compliance and future reference
- Serve as a point of contact for customers during the installation, maintenance, or troubleshooting processes
- Perform routine maintenance and troubleshooting on hardware such as ATMs, payment terminals, and other financial systems
- Conduct diagnostics and repairs on malfunctioning or broken equipment, ensuring high service quality
- Provide technical support for hardware and software systems, including ATMs, kiosks, and other banking technology solutions
- Collaborate with senior technical staff to identify and solve complex technical issues
- Assist with configuring, installing, and testing new hardware and software solutions at customer sites
- Ensure that all activities adhere to company policies, industry standards, and regulatory requirements
