Sandhya Sole

Project Overview: Emblem Health is a health and wellness company that provides insurance plans, primary and specialty care, and wellness solutions. As one of the nation’s largest not-for-profit health insurers, it serves more than three million people in the New York tri-state area.

• External support for client applications like Qcare, CPF, and Netscaler.
• Knowledge of the remedy tool to handle tickets within the SLA effectively.
• Preparation of knowledge base documents.
• Sharing the knowledge of the process through training for new hires.
• Providing application knowledge to the team.
• Ensuring that the process is updated on a regular basis with the necessary change logs.
• Generating the daily reports of performance to identify the key areas that need to be focused on.
• Generating the SLA-breached tickets to the delivery manager.
• Generating the daily, weekly, and monthly SLA dashboards (CSAT and DSAT). Quality audit toppers)
• Worked on the customer escalation reports by connecting with other support groups.
• Ensuring service is provided with an appropriate catalog with respect to the service desk, deskside support, and VIP end-user management.
• End-to-end accountability for the customer and project.

• Provided support for client applications like Qcare, SCCM, and Microsoft Office applications via the ticketing tool (SCCD tool) and calls.
• Ticket creation, categorization, auditing, and escalation to the respective support groups.
• Provided first-level and second-level support, and first-call resolution to the global users.
• Supporting end-user clients through incident requests, service requests, and work order tickets.
• Assisted in various software installation programs.
• Handled access provisioning in Active Directory (Citrix - Network ID) and share path/share point.
• Conducted refresher training sessions for the L1 analysts, including technical and process updates.
• Providing ideas to the team for other applications in order to make the software stable, resulting in stable call volume reductions.
• Handling knowledge transfer from L2, and ensuring it is efficiently cascaded to the team.