SHRADDHA B
About Candidate
Results-driven Subject-Matter Expert (SME) with expertise in IT troubleshooting, system analysis, and customer service. Previously worked as a Technical Support Engineer for 3 years, transitioning into an SME role to mentor teams, optimize processes, and enhance knowledge-sharing. Adept at incident resolution, process improvement, and collaborating with cross-functional teams to ensure seamless IT support. Looking to leverage technical and leadership skills in a progressive organization.
Education
Experiences
enhance troubleshooting efficiency and issue resolution times Provided expert guidance in process optimization and workflow improvements, reducing average resolution time by 20% Analyzed key performance indicators (KPIs) to identify knowledge gaps and implemented targeted training sessions Assisted in developing standard operating procedures (SOPs), best practices, and escalation procedures Handled complex escalations requiring advanced technical expertise, reducing backlog by 30% Facilitated training sessions for junior staff, improving their
Provided Level 1 technical support for hardware, software, and network-related issues, ensuring 99% customer satisfaction rate Diagnosed and resolved technical incidents within SLA timelines using remote troubleshooting tools Assisted clients with system installations, configurations, performance optimization, and IT security compliance Collaborated with engineering teams for issue escalation, ensuring streamlined resolution process Documented recurring technical issues, resolutions, and best practices improving operational efficiency Ensured compliance with IT security policies and best practices, minimizing risks and vulnerabilities
Skills
IT Support & Troubleshooting
Customer Service & Client Relations
Incident Management & Resolution
Training & Mentoring
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