Sujata Gautam

Sujata Gautam H No. 3/232, Vastu Khand

Gomti Nagar, Lucknow
Uttar Pradesh, 226010
Service Desk Engineer 8851202670, 8687454297
[email protected]

CAREER GOAL SKILLS

Excellent attention to detail
Seeking a career in the technical field in the industry with proven results
in having excellent verbal and presentation skills and strong problem and demonstrated history of
solving skills. Hoping to be a valuable asset for the company. follow through.

Self-motivated with the

ability to work e ectively
EXPERIENCE
within a team or
independently.
Accenture, Gurgaon — Service Desk Engineer -
Joules To Watts Excellent verbal, written and
MAY 2022- AUGUST 2023 presentation skills.
● Responsible for providing IT support to Accenture clients for Strong problem solving skills
their Wendy’s project . and a proven track record for
● As Wendy’s is a well known restaurant chain across the world, client satisfaction.
responsible for managing client relationships for both the United
States and Canada. Prioritizing the tasks and a

● Responsible for creating user names - passwords and providing dedicated, yet flexible

access to the newly hired and promoted employees on the basis of approach towards work.

their access level. Excellent Working knowledge

● Responsible for resetting the passwords for Wendy’s employees of the Microsoft Suite of Tools.
for the scenario of password expiration or forgetting .
● Responsible for providing Hardware and software support to
Wendy's clients, as they have a number of systems which are TECHNICAL SKILLS
specified to work on assigned tasks . Basically its the software to
Operating Systems -Windows
perform specific functions.
10, Windows 8.1, Windows 8,
● Responsible for creating tickets to keep record of each and every
Windows 7
incident , using incident management via tool Cherwell as a
ticketing tool . Knowledge- Internet
● Also keeping a track to provide the resolution as per the priority Browsing, Hardware,
and closing the tickets with meeting their SLA’s . Networking, Security,
● Responsible for arranging the replacements for the hardware or Software, ITIL , SQL, Active
ordering new devices as per the Store requirements . Directory

O ce Packages- MS-O ce
Concentrix India Pvt. Ltd. , Gurgaon—Technical Support 2007\2010\2013/2016/2019.
Representative - Dell ITS
Tools - Salesforce,
JANUARY 2019 - MAY 2022
Servicenow , Jira, Cherwell
Responsible for handling Clients base in India, providing support with
troubleshooting related to computer hardware & software.

● Primarily responsible for handling escalated cases from clients

 based in India regarding any Dell branded products.
● Responsible for managing cases which require extended
troubleshooting/support to ensure quicker resolution. AWARDS
● Keeping record of incidents and service requests via creating 2021-2022
tickets over salesforce. ● Got 100% Score in All
● Identifying manufacturer related product quality issues & Sec Review for
reporting them to Dell Product Quality Team for further excellent Customer
investigation. Handling Skills.
● Responsible for identifying service related/parts related issues & ● Got Best Case
approaching Dell Service Providers/Dell Logistics Partners to Manager award in
share a quicker resolution for clients. Quarterly R N R.
● Responsible for meeting all case closure, CX, CNPS & SLA related ● Got Best All Rounder
targets . Support Staff award
● Responsible for identifying case follow up improvement for supporting the
opportunities. team in Quarterly R N
● Responsible for creating daily Inventory reports & distributing R.
cases among team members for further follow up. ● Got Shining Star
● Helping the manager to mentor new associates come up the Award in Quarterly R
learning curve. N R.
● Have been proactively involved in resolving issues of team
members and mentoring them as and when needed.
● Recommending technical solutions and determining software LANGUAGES
development requirements.
● Providing subject expertise and guidance to IT developers during English & Hindi
the software development life cycle
● • Overseeing the development, testing, and implementation of
technical solutions.
● Responsible for tracking, analyzing, and providing advice on the
company's policy and operational issues.
● Verifying technical reference information, including user guides,
training manuals, and system requirements.
● Exceptional leadership and mentorship abilities to introduce and
implement technical solutions.
● Identifying areas where technical solutions would improve
business performance.
● Applying subject expertise in evaluating business operations and
processes.

Concentrix India Pvt. Ltd. , Noida— Technical Advisor - JIO

INDIA
NOVEMBER 2017 - JANUARY 2019

● Extensive knowledge of the organization, products, and/or

services is required.
● Follow appropriate escalation paths to resolve technical issues;
including making follow up outbound calls to customers or other
parties as needed.
● Solve problems that are generally unstructured and require
extensive use of conceptual thinking skills.
● Ensure service delivered to our customers meets contractual key
 performance indicator [‘KPIs’]
● Greet customers in a courteous, friendly, and professional
manner using agreed upon procedures.
● Listen attentively to customer needs and concerns; demonstrate
empathy while maximizing opportunity to build rapport with the
customer.
● Clarify customer requirements, probe for understanding.
● Prepare complete and accurate work including appropriately
notating accounts as required
● Participate in activities designed to improve customer
satisfaction and business performance.

EDUCATION

SRRT Girls Polytechnic College

2010 -2014, Kanpur( U.P.)

Completed Diploma with Electronics Engineering in 2014

Scoring 70.42%

Maharishi Vidya Mandir Senior Secondary School HARDOI (U.P.)

Appeared Higher Secondary Education with CBSE Board(PCM)in March
2008

Scoring 60%

Shri Guru Ram Rai Public School [CBSE] Hardoi (U.P.)

Completed Secondary Education with CBSE Board(PCM)in March 2005
Scoring 45%