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Riya Sharma Customer Support

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32 views1 page

Riya Sharma Customer Support

Uploaded by

krimada1998
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Riya Sharma

ASSO CIATE ( TECHNICAL LEAD) - COGNIZANT


Pune, India 411019 | 8983346678 | [email protected] | Linkedin

Summary
Seasoned Senior Technical Support Engineer with a proven track record of resolving technical incidents and delivering
top-notch customer service. Experience in assisting clients across different regions - APAC/EMEA/AMER. Possess a
strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Eager to leverage expertise to elevate customer satisfaction and drive organizational success.

Experience

Associate (Technical lead) | Cognizant Apr 2023 – Current


• Address and resolve incidents and escalations to ensure smooth operations and optimal performance while strictly
adhering to SLA guidelines.
• Deliver a seamless customer experience through active engagement via email, chat, and calls, ensuring swift
resolution of queries thus increasing CSAT score of the wider team.
• Analysed ticket inflow data in ServiceNow, categorizing by factors such as region, SLA breaches, ticket status,
escalations, vendor dependencies, etc., to increase efficiency.
• Additionally, created dashboards for easy monitoring and access.
• Provided remote assistance for field technician dispatches amid network outages and hardware failures,
encompassing troubleshooting, configuration, and replacement of network devices.

Senior Systems Executive | Cognizant Mar 2022 – Apr 2023


• Proactively incorporated new problems and corresponding solutions into the SOP framework, ensuring a continually
updated and effective approach to incident resolution
• Conducted comprehensive training sessions for the Level 1 (L1) team, equipping them with the necessary skills to
troubleshoot and manage daily incidents and requests.
• Monitor and troubleshoot Routers, Switches, Access Points (Cisco), and Firewalls (Clavister) to ensure optimal
network connectivity at client centres.
Engineer Trainee | Cognizant Dec 2020 – Mar 2022
• Conduct Level 1 (L1) troubleshooting on incidents
• Identified recurring patterns in incidents and implemented automation solutions to streamline and optimize the
resolution process.

Education

Bachelor of Engineering in Electronics and Telecommunications Aug 2022


Modern College of Engineering, Pune | CGPA 7.57

Higher Secondary Education May 2016


Modern Junior College, Pune | 78.00%

Secondary School Education Apr 2014


SPM English Medium School, Pune | 90.60%

Skills & abilities

• Technical customer support • Communication and Interpersonal skills


• Service Deliver • Office 365
• It Service Management • Proficient in English, Hindi, Marathi
• ServiceNow (Ticketing tool) • Switching and Routing

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