Summary
Overview
Work History
Education
Accomplishments
Timeline
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Sukhada Ghadge

Atlanta,GA

Summary

Dynamic and results-oriented Staff Technical support engineer with strong managerial acumen. Adept at problem-solving and troubleshooting complex technical issues to deliver exceptional customer service and technical solutions. Demonstrated ability to mentor and motivate team members to achieve collective goals and fostering a collaborative work environment with support and product team. Committed to continuously learning and improvement to keep up with evolving technologies and industry trends.

Overview

11
11
years of professional experience

Work History

Staff Technical Support Engineer

ServiceNow
01.2017 - Current
  • Extensive experience in managing different support metrics like Time to resolve, CSAT, backlog and knowledge bases
  • Piloting collaborative support model as swarm TSE while looking for improvements and providing necessary feedback
  • Suggested key modification on visual task board for triaging cases to UX which was appreciated and implemented like adding a label on the board for escalated cases
  • Awarded “Best team collaboration” in Hackthon M100 under my leadership
  • Key member of mission 100 which involves responsibility of mentoring 6 support engineers with responsibility to reduce their TTRf and help reducing their backlog
  • Mentoring Service management TSEs as part of team program including 1:1s, training and onboarding
  • Setting up 1:1 with TSE to resolve their road blockers
  • Strategized plans to reduce TTRf by solution proposing easy win cases as a part of queue hawking
  • Key member of technical interview panel
  • Help RMR with aligning correct case category and assignment group
  • Highly focused on improving team performance by coaching TSE through war rooms
  • Exercised independent judgment and analysis in determining the best method to resolve issues and ensure customer satisfaction
  • Good understanding of dynamics between different support teams gained while working as key member of GQM (Global Queue Management) process and as GQM
  • Exercised strong ability to multi-task and work cross-functionally within the team in a dynamic environment while still training new hires
  • Coached and developed TSEs, with an emphasis on developing best practices and customer success fundamentals
  • Own the responsibility to train new hire and help them in onboarding by setting 1:1 time to time
  • Shadowing TSE’s in their P1/P2 and escalations
  • Organize Knowledge Transfer sessions on Change Management process
  • Always ensuring customer satisfaction by following up on cases in timely manner
  • Proactively communicating with customers regarding P1/P2 PRBs
  • Worked on various ITSM and ITBM applications
  • First TSE to take initiative to support new applications like Workplace safety module and Vaccine administration management and provide training to core TSE
  • First member who collaborated and worked on SupportX cases from Service Management
  • Actively participated in the "Lead & Inspire" Leadership and Management program sponsored by support leadership
  • Participated in BetterUp program

Technical Analyst Intern

ServiceNow Inc
09.2016 - 01.2017
  • Debugging the issues through object-oriented programming skills like Java and Javascript
  • Troubleshooting the issues and fixing them on through scripting on daily basis
  • Updating client scripts, UI policies and business rule as per client’s requirement
  • Performing system and application configuration and management.
  • Providing analysis of problems while working toward solutions to technical issues

Optimization Software Developer

TMW Systems
03.2016 - 08.2016
  • Implemented preference pages for Java eclipse plug-ins
  • Developed User interface components using Java SWT/swing API
  • Imported data from SQL server to My SQL though java JDBC connectivity
  • Used JDBC 3.0 to communicate to the Database for storing, retrieving and updating data
  • Developed ANT script to add maximum connection in My SQL according to user need
  • Involved in Maintenance and Enhancement tasks that involved debugging Java based application
  • Installed & configured custom product through ANT script, OSGi, eclipse plug-in mainly MySQL, Tomcat, Java

Software Engineer

Syntel Ltd
03.2013 - 05.2014
  • Modified stored procedures in Sybase as per the requirement through Embarcadero Rapid SQL IDE.
  • Created Sybase scripts to generate reports and for analysis and code debugging
  • Worked on various SDLC methodologies like Agile, Water fall model
  • Involved in development changes and unit testing of LDAP project

Education

Master of Science in Computer Science -

Bradley University
Peoria, IL
12.2015

Bachelors of Engineering in Electronics and Communication -

RGPV University
Bhopal, India
06.2012

Accomplishments

  • Awarded twice with UTG Llama Awards
  • Got recognition for “Win as a Team” and “Deliver customer success”
  • Hackathon M100 Award: “Best team collaboration” – Team Sukhada
  • Involved in project related to data loss and received great feedback

Timeline

Staff Technical Support Engineer

ServiceNow
01.2017 - Current

Technical Analyst Intern

ServiceNow Inc
09.2016 - 01.2017

Optimization Software Developer

TMW Systems
03.2016 - 08.2016

Software Engineer

Syntel Ltd
03.2013 - 05.2014

Master of Science in Computer Science -

Bradley University

Bachelors of Engineering in Electronics and Communication -

RGPV University

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Sukhada Ghadge