Pratiksha Durge

-- PRATIKSHA DURGE Summary Visa : Stamp 1G Dedicated and results-driven Technical Process Specialist with over 4 years of experience in providing expert-level technical support and troubleshooting for Dell Hardware, Intel Software and Microsoft 365 Products. Proven track record in resolving complex client & customer issues, delivering high-quality service by managing technical workflow, therefore improving customer satisfaction. Proficient in system diagnostics, process improvement, and cross-functional collaboration. Excellent problem-solving skills, technical knowledge, and ability to communicate effectively with both technical and non-technical stakeholders. I have considerable experience in the following areas: • • • • • • • • • Troubleshooting and Debugging : Identified and resolved technical issues in processes, applications and systems. Hardware Knowledge : Experience in queries related to Computer Hardware, Network Hardware, Peripheral Devices, Workstations, Firmware and BIOS Configuration. Software Support : Performed Software Installation, Configuration, and Updates. Worked on Certification & access queries, Operating Systems and Intel Company portal applications. Escalation Management- Proficient in Incident Tracking & Escalation Protocols by doing Root Cause Analysis for 100% user's satisfaction. Team Management- Delivered progress reports, presentations and team status updates to keep the team motivated, communicated further team goals. Team Leadership & Support: Guided L1 and L2 support teams, providing step-by-step issue resolution guidance to maintain SLA compliance and improve service efficiency. Knowledge Management & Documentation: Created user manuals, knowledge base articles, and technical documentation to streamline troubleshooting and reduce ticket resolution time. Training & Mentorship: Conducted technical process training sessions for junior support teams, enhancing their expertise and productivity. Effective Communication: Strong verbal and written communication skills to convey clear instructions, expectations, and feedback to team members. Technical Tools : • • • • • • Diagnostic & Troubleshooting Tools: Dell SupportAssist (SupportAssist for Home PCs, SupportAssist for Business PCs), Intel Driver & Support Assistant (Intel® DSA) ITSM Tools : ServiceNow, Salesforce, Single Pane of Glass (SPOG), Service Catalog, Asset Management, Access governance system, CRM Microsoft 365 Products : Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams, SharePoint, Edge. Microsoft 365 Mobile App : Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams, SharePoint. Operating Systems: Windows 7/10/11 Devices : Laptop, Personal & Business Computers, Cellular Devices, Workstations, Storage devices, Dell Keyboards, Key Achievements • • • Awarded thrice in Intel and twice in Concentrix as “Employee of the Month” for exceptional customer satisfaction and technical troubleshooting skills. Resolved over 500+ customer issues per month with a 100% first-contact resolution rate. Played a key role in decreasing hardware support ticket resolution time by 80% through process improvements. -- Professional Experience Client : Intel (LOB- Europe & America) Organization : Infosys BPM, India Job level : L3 Role (08/07/2022 to 11/12/2023) : Process Trainer Responsibilities: • • • • • Conducted training sessions for new hires and junior support teams (L1, L2) on Microsoft 365 products, Intel support processes. Created training materials, user guides, and SOPs, ensuring a standardized knowledge base for efficient issue resolution. Organized interactive troubleshooting sessions covering incident management, root cause analysis (RCA), and best practices for handling support tickets. Assessed team members’ technical skills through regular evaluations, knowledge assessments, compliance trainings and feedback sessions to enhance productivity. Worked closely with support engineers, team leads, and management to align training programs with business needs and service improvements. Role : Technical Process Specialist Responsibilities: • • • • • • • Provided 24x7 end-to-end support for Intel users on all Microsoft 365 products and Intel work app issues, ensuring prompt resolution of user queries and tickets. Managed escalations and worked closely with product development teams to resolve the issue within SLA Provided QA support for the team with open tickets, new releases and changes. Sharing and delivering knowledge sessions with junior team internally for ongoing project. Creating knowledge base materials dedicated towards operational efficiency and delivering reports to all stakeholders. Helping in development and mentoring of team members in various applications and the platform. Worked as a SPOC for Intel Single Pane of Glass (SPOG) tool Client : Dell (LOB- India & Northern America) Organisation : Concentrix Role : Ops - To-) Representative Responsibilities: • • • • • • • Analyzing and resolving moderately complex technical issues escalated from L1 support. Handled high-priority incidents, escalated ticket follow-ups ensuring timely resolution. Documented known errors, fixes, and workarounds; contributed in creating knowledge base. Delivered Senior level remote support for customers with queries about Dell hardware, peripheral devices, booting and OS issues in their Dell systems. Provided QA support to the dedicated team to maintain all the parameters. Identified recurring issues and proposed needful process improvements. Processed Ownership and Bulk Transfer as per the company norms for the Dell North American retail line. -- Role : L1 Advisor Responsibilities: • • • • • • • Acted as the first point of contact for Indian & North American users reporting hardware issues via calls, email, & chat support. Guided users through simple troubleshooting steps and provide clear instructions. Educated users on best practices and common IT procedures. Assisted users with Dell computer hardware, network hardware, peripheral devices, workstations, firmware, and BIOS configuration issues, including operating system troubleshooting ensuring optimal system performance. Logged, categorized, and prioritized incidents in the ticketing system. Maintained strong verbal and written communication skills to convey technical solutions effectively to the users. Followed escalation procedures for unresolved or critical issues. Worked closely with L2/L3 support teams and other IT teams for quick resolution. Education Bachelor of Engineering, India Specialization: Civil Engineer (2016)