Hemanshi Bhatt
Bengaluru
Summary
Technical Support IT professional with 22 months of experience in a technical, customer-centric role. Skilled in technical support, troubleshooting, incident management, root cause analysis, and end-to-end case resolution. Provide customer support via email, chat, phone, and virtual meetings in fast-paced environments. Proficient in CRM systems and ticketing systems, including Salesforce, for case documentation, tracking, and management. Adept at working with cross-functional teams to understand requirements, resolve customer problems, and deliver solutions. Strong communication skills, organizational skills, time-management skills, and the ability to meet SLAs and adapt to changing priorities in technical support and customer service environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Associate Technical Support Engineer
PowerSchool
Bengaluru
10.2024 - Current
- Resolved customer inquiries via email, chat, and phone communications.
- Closed 95% of cases within 24 hours, significantly reducing backlog.
- Achieved 100% customer satisfaction score consistently.
- Conducted training sessions for new users on PowerSchool functionalities.
- Received multiple top-performer awards and management recognition.
- Collaborated with security management team to mitigate and resolve security breaches.
- Participated in surveys to identify setbacks and enhance platform for improved customer experience.
- Maintained detailed records of customer interactions in Salesforce ticketing system.
Infra Managed Service Associate
Accenture
Bengaluru
03.2024 - 09.2024
- Proven ability to communicate with high-end customers and luxury brands, understanding their specific needs and providing tailored solutions via email and zoom calls.
- Extensive experience handling daily and emergency JIRA requests efficiently, streamlining issue tracking and coordinating with teams to resolve technical challenges.
- Demonstrated proficiency in managing SAP ECS project, with a focus on decommissioning and troubleshooting servers, systems and network on SAP platform, ensuring best customer experience and minimal disruptions
- Skilled in maintaining detailed weekly excel reports, engaging in daily and weekly calls with the clients to keep them up-to-date.
- Maintained up-to-date knowledge of incident management and troubleshooting techniques and technologies to provide effective support.
Education
BCA -
MS Ramaiah College of Arts, Science And Commerce
Bengaluru, Karnataka01.2023
12th Grade -
Maharani Ammani College For Women
Bengaluru, Karnataka01.2020
10th -
Triveni Public School (ICSE)
Bengaluru, Karnataka01.2018
Skills
- Salesforce ticketing system
- JIRA management
- Linux and Windows
- Python and C
- Troubleshooting and problem-solving
- HTML and CSS
- SQL database management
- SAP tools and MS Office
- Adaptability and critical thinking
- Attention to detail
Certification
- Microsoft Certified Azure AI Fundamentals, AI-900
- Master Excel - basics to advanced, Udemy
Hobbies and Interests
- Travelling
- Hiking
- Gardening
- Cooking
Languages
- English
- Hindi
- Kannada
Timeline
Associate Technical Support Engineer
PowerSchool
10.2024 - Current
Infra Managed Service Associate
Accenture
03.2024 - 09.2024
BCA -
MS Ramaiah College of Arts, Science And Commerce
12th Grade -
Maharani Ammani College For Women
10th -
Triveni Public School (ICSE)