Headline

Subject Matter Expert @ Aionos | ITIL, CPP, MBA

About

As a Subject Matter Expert, I have extensive experience providing technical support to international clients across enterprise IT, healthcare, and airline environments. I previously worked as a Senior Analyst at HCL Technologies, where I supported global healthcare professionals, primarily doctors, for Ascension Healthcare. In this role, I resolved software and hardware challenges including authentication issues, Active Directory (AD and Non-AD) support, and DUO authenticator experiences, successfully assisting hundreds of users and ensuring secure access to critical healthcare systems and data. I am currently working as a Subject Matter Expert at AIONOS India Private Limited, where I provide backend SME support to chat and email agents with minimal direct customer interaction. My responsibilities include handling supervisor-level escalation calls and chats, guiding agents on complex technical and process-related cases in real time, conducting quality audits, and delivering actionable feedback. I also create and maintain SOPs, macros, and knowledge base articles, support roster planning and shift allocation, and analyze escalation trends to drive process and quality improvements. I also have experience supporting airline and travel operations at Teleperformance, where I assisted customers for Hawaiian Airlines and Vistara Airlines. In this role, I handled high-volume customer interactions and worked extensively with Amadeus and Sabre GDS, managing complex ticketing, exchange, refund, and compliance-driven workflows. With a strong foundation in IT and customer service, I am proficient in platforms such as ServiceNow, Active Directory, Microsoft Office, and GDS systems. I am currently pursuing a BSc in Information Technology from ISBM University, further strengthening my technical expertise. Outside of my professional work, I have a strong interest in photography and hold certifications from Lucknow University and Arena Animation. My goal is to contribute to a dynamic organization while continuing to learn and grow, and I am open to new opportunities and meaningful collaborations.

Location

Lucknow

Work experience

Senior Associate at Fareportal, Feb 2026 - Present · 5 mos, Gurugram

Subject Matter Expert at AIonOS, Oct 2025 - Jan 2026 · 4 mos, Noida, Uttar Pradesh, India

Subject Matter Expert at Hawaiian Airlines, Apr 2024 - Oct 2025 · 1 yr 7 mos, Noida, Uttar Pradesh, India

Senior Analyst at HCLTech, Mar 2023 - Apr 2024 · 1 yr 2 mos, Noida, Uttar Pradesh, India

Process Associate at Egencia, Aug 2022 - Mar 2023 · 8 mos, Gurugram, Haryana, India

Education

Master of Business Administration - MBA, Product management, ISBM University

BSC IT, Information Technology, ISBM University