● Handled inbound/outbound calls to assist and resolve customer’s inquiries regarding products and services.● Resolved 500+ level 1 and 2 support requests, ensuring prompt and effective resolution, leveraged digital tools &ServiceNow (IT Service Management).● Escalated critical issues with a 100% success rate, ensuring timely problem resolution and minimizing clientdowntime, thus improving productivity.● Achieved Service Level Agreements (SLAs) of 95% by resolving technical issues for incident tickets.● Identified patterns in customer requests and recommended system improvements, resulting in a 25% increase inoverall efficiency and customer satisfaction.● Responsible for achieving a 98% request resolution rate by meticulously capturing and managing customer data, ensuring timely closure of requests and issues.

Worked on IoT technology to build a working prototype of an automated irrigation system2. Programming Languages which were used were C++(Variant) and Python on two different modules Arduino and Raspberry pi respectively.Also used Putty as the tool to interact with Raspberry pi server using Linux commands3. The system was basically designed for the irrigation fields so that it can notify the end user about the soil moisture content to prevent any further harm to soil4. In brief this automation system senses the moisture content of the soil using a sensor and it provides the near to accurate data to the main unit(raspberry pi/Arduino) Further the data was analysed and after performing some predefined operations using the python scripts the end user gets notified . The notification is sent in two different channels one is through email and other as a text SMS both configured using different APIs. Also the system is attached with a SIM900A module to keep the system online using SIM Card even if its not connected to any external wifi .5. Further enhancement was done using a AC Motor Pump which can also supply water to the soil automatically and accordingly the scripts were changed to handle this new functionality.

Worked as a trainee in Core Java Technology and designed an offline cab booking software