Prasad Surwade
Pune
Summary
Accomplished Service Desk Analyst SME and Technical Support Consultant with a proven track record at Altera Digital Health/Allscripts and Convergys. Expert in technical support and incident management, complemented by strong leadership and team-building abilities. Achieved significant client satisfaction and process improvements, demonstrating exceptional multitasking and communication skills.
Overview
11
11
years of professional experience
Work History
Service Desk Analyst SME
Altera Digital Health/Allscripts
09.2018 - Current
- Investigating and resolving customer issues or complaints by identifying the underlying cause, providing suitable solutions and following up to ensure a successful resolution.
- Assist team on calls and emails.
- Handling escalation calls.
- Maintaining and reconstructing knowledge base for all clients.
- Presenting weekly and monthly performance reports to clients.
- Client value add.
- Incident Management.
- Process Training.
- Team management.
Technical Support Consultant
Convergys
01.2014 - 09.2018
- Troubleshooting Hardware and Software issues for Dell Computers.
- Assisting users via chat, email and calls.
- Managed high levels of call flow and responded to technical support needs.
- Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
- Handling escalation calls.
- Monitoring calls and providing feedbacks.
- Team Support
Education
Master of Science - Petroleum Technology
Nowrosjee Wadia College
Pune05-2013
Skills
- Excellent Communication
- Leadership
- Technical Support
- Team management
- Multitasking
- Team building
- Analyst Training
- Database management
- Incident management
Languages
English
Marathi
Hindi
Timeline
Service Desk Analyst SME
Altera Digital Health/Allscripts
09.2018 - Current
Technical Support Consultant
Convergys
01.2014 - 09.2018
Master of Science - Petroleum Technology
Nowrosjee Wadia College
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