Smruti Gandhe
@smrutigandhe
I’m a Technical Support Executive using ServiceNow to deliver reliable ITSM and customer-first incident resolution.
IndiaWhat I'm looking for
I’m a motivated, detail-oriented professional with 1+ year of experience in customer support and IT service management. I’m currently supporting customers through ServiceNow ticket management while maintaining a strong customer-first approach.
At Tata Communications Limited, I manage the ServiceNow platform for incident, request, and problem ticket management. I handle the end-to-end ticket lifecycle from creation to resolution, ensuring SLA compliance, while troubleshooting customer network related issues and coordinating escalations with technical teams.
Previously at eClerx, I worked in blended support (chat + voice), resolving customer issues and maintaining high CSAT across both channels. I adapted quickly between chat and voice queues during peak hours, raising tickets and escalating issues as per protocols.
I also strengthen my impact through accurate documentation and knowledge base articles in ServiceNow, paired with clear communication, adaptability, and hands-on problem-solving under pressure.
Experience
Work history, roles, and key accomplishments
Technical Support Executive
Tata Communications Limited
Sep 2025 - Mar 2026 (6 months)
Managed ServiceNow ticket lifecycle for incident, request, and problem cases, ensuring SLA compliance from creation through resolution. Provided technical troubleshooting for customer network issues and coordinated escalations with technical teams while maintaining accurate documentation.
Handled chat and voice support interactions, delivering accurate issue resolution and maintaining customer satisfaction (CSAT) standards. Resolved customer queries, raised tickets, and escalated issues according to established protocols while adapting between queues during peak hours.
Education
Degrees, certifications, and relevant coursework
Sinhagad Institute of Management and Computer Application
Master of Computer Applications (MCA), Computer Applications
Grade: 77.14%
Completed a Master of Computer Applications (MCA) with 77.14%.
Chandraroop Dakle Jain College, Shrirampur
Bachelor of Business Administration (Computer Applications), Computer Applications
Grade: 79.18%
Completed a Bachelor of Business Administration in Computer Applications (BBA) with 79.18%.
New English School, Shrirampur
Higher Secondary Certificate (HSC), Higher Secondary Education
Grade: 78.31%
Completed Higher Secondary Certificate (HSC) with 78.31%.
Bhikabai Ramdhan Khatoad Kanny Vidyalay, Shrirampur
Secondary School Certificate (SSC), Secondary Education
Grade: 77.80%
Completed Secondary School Certificate (SSC) with 77.80%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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