SHRADDHA B
Dubai,UAE
Summary
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.
Overview
3
3
years of professional experience
2022
2022
years of post-secondary education
Work History
Subject Matter Expert (SME)
DXC Technology
Bengaluru, India
11.2024 - 02.2025
- Led knowledge-sharing sessions for technical support teams to 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%.
Technical support engineer
DXC Technology
Bengaluru, India
11.2021 - 11.2024
- 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 to improve operational efficiency.
- Ensured compliance with IT security policies and best practices, minimizing risks and vulnerabilities.
Education
Bachelor of Engineering - Information Science and Engineering
Srinivas Institute of Technology
Mangaluru, IndiaSkills
- IT Support & Troubleshooting
- System Analysis & Optimization
- Customer Service & Client Relations
- Incident Management & Resolution
- Training & Mentoring
- Process Improvement
- Technical Documentation
- SLA Management
- Cloud & Remote Support
- Hardware & Software Installation
- CRM & Ticketing Systems (ServiceNow)
- Networking (VPN)
- Operating Systems: Windows
Languages
English
Fluent
Hindi
Fluent
Kannada
Fluent
Tulu
Native
Timeline
Subject Matter Expert (SME)
DXC Technology
11.2024 - 02.2025
Technical support engineer
DXC Technology
11.2021 - 11.2024
Bachelor of Engineering - Information Science and Engineering
Srinivas Institute of Technology
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