J.

Asish Sona
S/o: Geetanjali Sona, Bijunagar, Po: Industrial Estate, Dist.: Jharsuguda, Odisha – 768203

Phone: (Mob) +917749912117

Email ID: Asishkool.Sona@gmail.com

A technical support engineer currently working as an application support engineer cum

Administrator, with quick learning ability and for now an immediate joiner with hardworking,
dedicated, patience and positive attitude towards work culture. Looking forward to work
with an organization of high repute and learn new technologies along the way which can help
me grow and achieve success in my professional career along with taking the company's
repute to a more higher level with my labor and dedication and passion towards work.

Professional
Summary:

 An ex-technical support engineer for Tech Mahindra, currently working as

an Application Support Engineer cum Administrator in Wipro Technologies.

 Working on Application called qTraCE which is a Sales force application

used by the Wipro in-house employees and clients developed in MS
Dynamics 365.

 B. Tech in Computer Science and Engineering from Eastern Academy of

Science and Technology (BPUT), Bhubaneswar.

 Proficient in finding and resolving malfunctions, using exceptional technical

and communication skills.

 Ability to express technical concepts clearly to people with no technical

background.

 Worked on academic project of Design of IoTs through Vehicle Tracking

System.
  An effective communicator with excellent interpersonal, logical thinking &
analytical abilities.

Professional Experience:

Organization: Wipro Technologies, Hyderabad (Dec, 2020- Present)

Client: Wipro Internal Operations

Role: Application Support Engineer (Administrator)

 As an application support engineer, provided Level 1 and 2 supports to qTraCE

(salesforce application developed by Wipro for its sales employees and clients)
application end users through calls, chats and emails (24x7).

 qTraCE application was developed in Ms Dynamics 365. For accessing qTraCE, user’s
profile needs to be created in Ms Dynamics 365.

 In Ms Dynamics 365, created user's login profile, mapped their profile as per their
respective SMUs, sectors, geographies, regions, service-lines, practice and assigned
roles to them as requested.

 In Ms Dynamics 365, re-opened lost or terminated opportunities after getting the

required approvals.

 Helped users through account creation, opportunities closing process and order
submission criteria.

 Pulled out reports and data from MS Dynamics 365 by using the Look For filter options
as per the requirement from the users.

 Proper understanding to Salesforce standard objects Leads, Account, Contacts,

Opportunity, Products, Price book, Lead process, Sales process, Forecasting and Lead to
Order flow.

 Proper understanding of the hierarchy and approval process required for actions
performed from Lead to Order submission flow.

 Troubleshooted & provided straightforward solutions from moderate to complex

technical problems/issues of end users.
  Helped developer's team in deployment of new upgrades and application code to
remediate known defects and effectively escalate to Level 3 backend team support
teams as needed.

 Interacted and supported higher management end users and clients of various levels
like Delivery managers, Program managers, Delivery Heads across various geographies
and regions.

 Suggested and provided recommendations on process improvements during team

meetings.

Organization: Wipro BPS, Hyderabad (Feb 26th, 2020 - Nov 30th, 2020)

Client: Quora

Role: Content Moderator

 As a content moderator, I have processed and reviewed on all the live queues assigned and
made sure that the contents are falling under the guidelines and policies of our client.

 Made sure every user-generated content passes the content guidelines and policies.

 Specialized in English content moderation, analysis and review.

 Co-operated with Co-workers to enforce constantly changing guidelines and policies.

 Took decisive action against unethical contents published on the platform to maintain the
integrity of the website.

 Worked co-operatively with all the team members for the success of the project.

 Reported my productivity on a day to day basis to my respective Team Leader.

 Joined and actively participated in all the meetings and feedback sessions provided by the
management in order to improve and maintain the quality and efficiency of my work.
Organization: Tech Mahindra, Hyderabad (Nov 1st, 2017- Aug 17th, 2019)

CLIENT: VERIZON

ROLE: Technical Support Associate

 As a technical support, addressed US customer's home telephone, broadband internet and tv

services which has a technical snag in it.

 Helping the customers with sales and product related information through chat and call support.

 Creating technical and service tickets addressing the issues of the customers and escalating
them to appropriate department.

 Accessing the database to provide status updates of service tickets created for addressing the
customer issues.

 Ensuring all contacts are documented using the tracking tool and customers are satisfied with
services offered.

 Addressed customer problems and queries through chat and call support.

 Provided effective and permanent resolutions to our customer's challenges.

 Assisted and resolved our customer's through their technical issues with the services and
provided self help options to them.

 Ensured customer satisfaction with adherence to the policies and procedures of the
organization.

 Referred difficult issues to higher management while maintaining positive rapport with
customer.

Professional Achievements:

 Received numerous times 8/10 ratings on customer surveys based on their willingness to
recommend in regard to their customer service experience and first call resolution.

 Ranked #1 out of all agents in the center for the months of March, April and July in 2018.

 Received several RNR awards for outstanding performance.

Scholastics:

Matriculation:

St. Mary's Higher Secondary School (2000-2011)

Percentage Obtained: 70.6%

10+2 Intermediate:
St. Mary's Higher Secondary School (2011-2013)
Percentage Obtained: 59.3%

Graduation:
Eastern Academy of Science and Technology (BPUT)

B. Tech (2013-2017)
Computer Science and Engineering

CGPA: 7.17

Summary of Professional
Skills:

 Excellent communication skills.

 Good Customer Relationship Management.

 Always optimistic towards work and life.

 Eveready for the worst case scenarios.

 Hardworking and Co-operative.

  Adaptability and punctuality towards work.

 Recognized for excellent customer service skills.

 Frequently received highest amount of favorable customer satisfaction feedback among all team
members.

 Provided empathy and assurance to customers facing trouble with our services.

IT SKILLS:

Basics of:-

 C

 C++

 MS Dynamics 365

 Microsoft Outlook

 Microsoft Excel

 Microsoft PowerPoint

 Microsoft SharePoint

 Core Java

 MySQL

 .NET

Academic
Projects:
Major Project Title: Design of IoTs in Vehicle Tracking System
Contribution: Hardware Implementation and giving a presentation on the project in front of concerned
faculties.
Description: This project dealt with real-time tracking of the status of the vehicle and get alert
messages according to the input given. It provides commuters the exact location and estimated
schedule of vehicle through notification on dashboard. It is a combination of a GPS, GPRS and GSM
technologies.
Personal
Information:

Strengths : Stress management, Self-motivated, Optimistic, Quick learner, customer focused,

innovative thinking and process improvement ideas.

Father Name : Jaya Sona

Date of Birth : 4th August, 1995

Gender : Male

Languages Known : English, Hindi and Odia

Hobbies : Listening to music, playing football and food enthusiast.

DECLARATION:
I hereby declare that the information furnished above is true and correct to the best of my knowledge and belief.

Date:

Place: Signature