Shilpa Bilawane

L1 Support Engineer with 1 year of experience providing application support to KBZ Bank on Sparrow ticketing platform developed by Tantransh Solutions. Skilled in handling software-related queries, ticket logging, SLA monitoring, and escalation management. Strong troubleshooting abilities with focus on timely resolution and customer satisfaction. Ready to work in rotational shifts in a fast-paced IT environment.

L1 Support Engineer - Tantransh Solutions - Nagpur

(2025-02)

Client: KBZ Bank. Project: Sparrow (Omnichannel Ticketing Platform)

• Provided first-level application support for KBZ Bank users.
• Logged, categorized, and tracked incidents in Sparrow ticketing system.
• Handled software-related queries via voice, email, and chat channels.
• Performed basic troubleshooting for login issues, access errors, and application performance problems.
• Monitored SLA timelines and ensured timely ticket resolution.
• Escalated unresolved or complex issues to L2 support team.
• Maintained proper documentation of issues and resolutions.
• Coordinated with development and technical teams for issue closure.

Customer Support - WORLDYOUTH.IN

(2018 - 2025)

• Provided customer support and service assistance via calls and email.
• Handled user registrations, data updates, and service-related queries.
• Resolved basic technical and account-related issues.
• Maintained customer records and ensured proper documentation.
• Coordinated with internal teams for issue resolution.
• Ensured customer satisfaction through timely support.

Bachelor's Degree - IT - Rajashree Mulak College of Engineering for Women (2016)