Sonika Sinha
Senior Technical Support Specialist
Pune
Summary
Results-driven professional with extensive expertise in Building Management Systems (BMS) and HVAC equipment, including AHUs, FCUs, VAVs, chillers, and boilers. Demonstrates a deep understanding of BMS fundamentals, seamlessly integrating advanced field devices, controllers, and energy-efficient solutions. Proficient in deploying and maintaining security-focused software systems such as ProWatch, enhancing operational efficiency and safety. Adept at troubleshooting complex technical challenges, mentoring teams, and delivering exceptional client support. Committed to driving innovation and ensuring optimal performance across commercial and industrial building systems.
Overview
8
8
years of professional experience
6
6
Certifications
Work History
Senior Technical Support Specialist
Honeywell, Inc
06.2019 - Current
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Managed and resolved over 200 complex technical issues monthly, ensuring minimal downtime and optimal performance
- Prepared references for users by writing clear operating instructions.
- Worked closely with cross functional teams to develop innovative solutions for different systems like EBI (HVAC system) Niagara, Novar, Forge, AX magnum for remote support to the designated regions.
- Coordinated with cross-functional teams to implement system upgrades,successfully integrating new systems for over 500 users.
- Developed and maintained technical documentation and knowledge base articles.
- Handling the Operational reports for Asia Pacific region.
- Led 10+ training sessions for the team globally, improving overall team efficiency and expertise by 25%.
- Utilized project management software (e.g., Jira, Power Bi) to track issues and coordinate resolutions.
- Reduced average issue resolution time by 15% through process improvements and team training initiatives.
- Created One dashboards for the team to progress tracking and checking on the milestones and the deadlines.
- Managed team schedules to ensure adequate coverage during peak times, optimizing resource allocation to maintain high levels of customer support for 24/7 operations.
- Assisted in planning and executing 15 training sessions, effectively allocating resources to ensure all team members received necessary skill upgrades.
Technical Support Specialist
Capita India Pvt Ltd
01.2018 - 03.2019
- Coordinated and managed various technical support processes for over 1,000 customer accounts, ensuring efficient workflows and achieving a 95% customer satisfaction rate.
- Successfully managed over 200 customer interactions monthly, overseeing account renewals and resolving issues, resulting in a 20% increase in customer retention.
- Optimized resource use for resolving technical issues and managing customer accounts, ensuring effective allocation of team resources.
- Handled technical queries and troubleshooting for Android and iPhone as part of the Guru team, highlighting technical expertise and team collaboration
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Tracked KPIs and created continuous improvement plans.
- Managed the unlatching and port-in process for telecom customers, ensuring smooth operational workflows and seamless customer transitions, completing over 150 processes monthly.
- Resolved troubleshooting queries through chat services, responsible for rectification and refunds for incorrect billing, improving customer service processes and financial accuracy.
Technical Specialist
Concentrix Daksh Services India Pvt Ltd
10.2016 - 11.2017
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- •Provided customer support and resolved issues for over 100 customers per week, while managing and protecting sensitive data for over 1,000 customer accounts, ensuring 100% compliance with data protection regulations.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- •Identified and resolved technical issues for over 150 customer inquiries monthly, analyzing data and implementing effective solutions to improve service efficiency.
- Experienced in handling and protecting sensitive customer data, ensuring compliance with data protection regulations.
- Ability to manage and resolve high volumes of support inquiries, ensuring process efficiency and customer satisfaction.
- Handled and resolved an average of 50 process support inquiries daily,streamlining processes to enhance overall operational efficiency.
Education
Bachelor of Science - Biotechnology
Bundelkhand University
Jhansi, India 04.2001 -
Skills
- Incident Resolution Expertise
- Expert problem solving
- Service Excellence
- Client Assistance
- Training program management
- Microsoft windows and office
- Analytical Problem-Solving
Certification
Certification in EBI- Core Operator.
Timeline
Senior Technical Support Specialist
Honeywell, Inc
06.2019 - Current
Technical Support Specialist
Capita India Pvt Ltd
01.2018 - 03.2019
Technical Specialist
Concentrix Daksh Services India Pvt Ltd
10.2016 - 11.2017
Bachelor of Science - Biotechnology
Bundelkhand University
04.2001 -
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