Ankita T.

About Ankita T.

Technical Support Engineer | Problem Solver As a dedicated Technical Support…

Experience

1. Technical Support Engineer

   IBM

   May 2023 — Present

   As a Technical Support Professional, I resolve issues impacting IBM client business and play a key role in enhancing the client experience. I lead the problem resolution process through analysis and troubleshooting of billing, account, technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact.My responsibilities include direct communication with clients, analysing diagnostic information, troubleshooting, problem recreation and debugging client IT environment issues to determine course of action and/or solutions.I create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. I coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective.I collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. I understand the client’s business impact and technical needs and act as their trusted advisor for successful utilisation of IBM products & solutions.As a leader I drive improvements and solutions within IBM to ensure they have the tools, knowledge, and expertise to provide exceptional client experience with IBM products & services.