Mridula Kulkarni

Detail-oriented and certified Software Engineerwith 4+ years of experience within the BFSI domain.

• 4 years 8 months years of experience as Technical SupportEngineer/Service Desk Support Engineer.
• Skilledin working with cross-functional teams,diagnosing problems, and delivering timelysolutions.
• Strong communication, problem-solving, and customer-handling skillswith a focus on ensuringclient satisfaction and product reliability.

• Conducted user training sessions or create self-help resources to empower end-users to troubleshoot common problems independently and enhance their overall IT literacy.
• Participate in ongoing training and professional development activities to stay updated on new technologies, tools, and best practices in IT support.
• Proficient in Microsoft Office 365 products, including configuration and troubleshooting.

  Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.

• Making sure that the tickets/calls are responded to within the required time frame to meet the SLAs.
• Responsible for logging tickets/calls, monitoring calls, and assigning calls to respective customer support engineers.

Masterof Computer Application-SNDT University -2019

Computer Science-Birla College of Arts, Science and Commerce, Mumbai University-2015