Afshan Fatima
@afshanfatima
Technical Support Analyst at Solugenix, supporting Jiffy Lube and Sonic store systems.
IndiaWhat I'm looking for
At Solugenix, I provided Level 1 support to Jiffy Lube and Enterprise Management (Sonic) stores, helping users resolve account, application, and system issues. I configured restaurant system settings and supported troubleshooting for printers, displays, and servers.
At Diebold Nixdorf India Pvt. Ltd., I provided remote support for ATM issues and tracked cases in Siebel. Earlier, as a Customer Service Executive at Teleperformance Private Limited, I handled customer requests and complaints, logged cases, and received recognition for call quality and customer feedback.
Experience
Work history, roles, and key accomplishments
Technical Support Analyst
Solugenix
Jun 2024 - Nov 2026 (2 years 5 months)
Provided Level 1 technical support to Jiffy Lube and Enterprise Management stores, resolving issues via phone, email, and remote assistance. Configured restaurant system settings and coordinated with field technicians to ensure service continuity.
Provided remote technical support for ATM-related issues, diagnosing problems and assisting with service restoration. Logged and tracked cases using Siebel, coordinated with field technicians, and used Radia and BTCC for asset management and transaction processing.
Handled high volumes of inbound and outbound customer calls, addressing service requests and complaints. Logged issues in ticketing systems, escalated complex cases, and monitored service performance against KPIs and SLAs.
Education
Degrees, certifications, and relevant coursework
Azad College of Engineering and Technology
Bachelor of Technology, Information Technology
Completed a Bachelor of Technology in Information Technology from Azad College of Engineering and Technology in 2013.
Narayana Junior College
Intermediate, Mathematics, Physics, and Chemistry
Completed Intermediate education with a focus on Mathematics, Physics, and Chemistry from Narayana Junior College in 2009.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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