Jyotsna Bonu

Experience

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  Examity®

  Mar 2017 - Mar 2019

  Product Support Specialist

  Customer Support Engineer / ProctorExamity (via Strateology IT Solutions) | Hyderabad, IndiaMarch 2017 – March 2019 Key Responsibilities & Achievements:✔ Remote Proctoring & Exam Integrity: Monitored online test sessions to ensure a secure, fair, and rule-compliant testing environment for global candidates.✔ Candidate Verification & Compliance: Conducted identity verification, checked examinee credentials, and ensured adherence to testing protocols.✔ Technical Support for Examinees: Provided real-time troubleshooting for audio, video, and network issues during exams, ensuring a seamless experience.✔ Incident Reporting & Documentation: Logged irregularities, technical issues, and rule violations in a detailed report format for review by higher authorities.✔ Exam Administration & Coordination: Assisted with test material distribution, system setup, and technical escalations, working closely with test administrators and faculty members.✔ Process Improvement & SOP Development: Suggested workflow enhancements to improve proctoring efficiency and response times for test-takers. Technologies & Tools Used:🔹 Remote Proctoring Platforms: Examity, ProctorU🔹 Collaboration & Video Conferencing: WebEx, Zoom, Microsoft Teams🔹 IT Support & Troubleshooting: Windows OS, VPN, Network Diagnostics🔹 Reporting & Documentation: Excel, Ticketing Systems Show less

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  OSI Systems

  Jun 2019 - Jun 2020

  Product Support Specialist

  Technical Product Support ExecutiveOSI Systems Pvt Ltd | Hyderabad, IndiaJune 2019 – June 2020 Key Responsibilities & Achievements:✔ Technical Support & Troubleshooting: Provided global customer support via calls, emails, and live chat, resolving technical issues related to hardware, software, and enterprise applications.✔ Incident Management & Ticket Resolution: Logged and managed service tickets, troubleshooting issues for international clients, and ensured timely resolution within SLAs.✔ Quality Control & Compliance: Monitored operational activities, ensuring adherence to standard procedures, security policies, and compliance requirements.✔ Customer Interaction & Issue Resolution: Assisted customers in diagnosing system and software issues, guiding them through step-by-step troubleshooting processes.✔ Process Documentation & Reporting: Maintained detailed case logs, updated knowledge base documentation, and created Excel-based reports for tracking service requests and resolution times.✔ Cross-Functional Collaboration: Coordinated with internal technical teams and developers to escalate and resolve complex customer issues. Technologies & Tools Used:🔹 ITSM & Ticketing: ServiceNow, Jira, Zendesk🔹 Operating Systems & Networking: Windows 10, Windows Server, VPN, RSA Security🔹 Office Tools & Reporting: Excel (Macros & Data Analysis), Microsoft Office Suite Show less

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  Wavelabs Technologies

  Jul 2020 - May 2023

  Senior Process Associate/ Technical support/ Client Support

  WaveLabs Technologies | Hyderabad, IndiaJuly 2020 – May 2023💡 Key Responsibilities & Achievements:✔ Client Support & Technical Consulting: Led client consulting and IT support projects, resolving technical issues and ensuring smooth operations.✔ Incident Management & Ticket Resolution: Managed and resolved technical issues, system downtimes, and IT support requests using various ticketing tools, ensuring SLA compliance.✔ Identity & Access Management (IAM): Assisted in user provisioning, access control, and security management for corporate systems.✔ Assistant Project Management Role: Promoted to Assistant Project Manager from the client side, taking initiative in resolving high-priority issues and managing project workflows.✔ Cross-Team Collaboration: Coordinated with technical teams, developers, and QA specialists to troubleshoot software and hardware-related issues.✔ Process Automation & Reporting:🔹 Developed Excel-based reports for tracking support tickets, SLA compliance, and issue resolution times.🔹 Automated repetitive ticketing and troubleshooting processes using Excel Macros & PowerShell scripting.✔ Client Communication & Escalation Handling: Acted as the first point of contact (POC) for resolving customer queries related to technical, software, and hardware issues.💡 Technologies & Tools Used:🔹 ITSM & Ticketing: ServiceNow, Jira, Salesforce🔹 Identity & Access Management: Active Directory (IAM, PIM, PAM)🔹 Networking & Security: VPN, RSA, Cloud PC🔹 Process Automation & Reporting: PowerShell, Excel Macros Show less

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  Copart

  Jul 2023 - Dec 2023

  Senior Business Process Executive

  Senior Business Process ExecutiveCopart India Private Limited | Hyderabad, IndiaJuly 2023 – December 2023💡 Key Responsibilities & Achievements:✔ Claims Processing & Portfolio Management: Managed a portfolio of total loss automobile claims, ensuring smooth processing for US-based insurance companies.✔ Lien Holder Coordination & Negotiations: Conducted outbound calls to lien holders on behalf of insurance companies to request and negotiate payoff amounts for total loss vehicles.✔ Data Management & Process Optimization: Maintained accurate and detailed records in various ticketing portals and internal systems to track claim progress.✔ Cross-Functional Collaboration: Worked with insurance companies, lien holders, and internal stakeholders to ensure timely claim resolution and compliance with regulatory requirements.✔ Process Enhancement & Reporting: Identified inefficiencies in claim processing workflows and suggested process improvements to reduce turnaround time.✔ Excel-Based Reporting & Documentation: Created Excel-based reports for tracking claim status, payments, and insurance payouts to support business decisions. Technologies & Tools Used:🔹 Ticketing & Claim Management Systems🔹 Excel (Data Tracking & Reporting)🔹 CRM & Process Optimization Tools Show less

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  Wells Fargo

  Apr 2024 - now

  Senior Technical Specialist

  Wells Fargo (via HCL Technologies) | Hyderabad, IndiaApril 2024 – Present💡 Key Responsibilities & Achievements:✔ IT Service Desk & Technical Support: Providing expert-level technical assistance to Wells Fargo employees on hardware, software, RSA, VPN, VDI, printers, mainframe systems, Aternity, and Cloud PC.✔ Incident & Ticket Management: Managing critical incidents, interactions, and IT Service Desk (ITSD) tickets using ServiceNow, Jira, and Salesforce, ensuring SLA compliance and quick resolution.✔ Identity & Access Management (IAM): Handling Active Directory (IAM, PIM, PAM) for user provisioning, deprovisioning, and access management.✔ Team Leadership & Mentorship: Leading a 15-member IT support team, conducting performance audits, feedback sessions, and ensuring process adherence using Alvaria workforce management tools.✔ Process Improvement & Automation: Implemented Excel-based dashboards & PowerShell scripts to track ITSM performance, automate reporting, and improve ticket resolution efficiency.✔ High-Priority Incident Coordination: Working with cross-functional teams & global stakeholders to ensure seamless IT support for US, UK, Australia & UAE employees.✔ Quality Audits & SLA Compliance: Performing call audits, technical reviews, and service improvement plans to maintain high-quality support standards.💡 Technologies Used:🔹 ITSM & Ticketing: ServiceNow, Jira, Salesforce🔹 IAM & Active Directory: PIM, PAM, User Access Management🔹 Networking & Security: VPN, RSA, VDI, Cloud PC🔹 Automation & Reporting: PowerShell, Excel Dashboards Show less