Work experience

• Technical Support Lead

  LTIMindtree

  2021.01-Current

  (5 years)

  (4 years 5 months) In my role as a Technical Support Lead, I successfully implemented streamlined incident resolution procedures, resulting in a 20% reduction in incident resolution time, and significantly enhancing overall service delivery and customer satisfaction. IT Operations Management: I oversee IT operations, ensuring the stability and reliability of systems and infrastructure. Through proactive measures and strategic planning, I have minimized downtime and optimized performance. Cross-functional Collaboration: I collaborate with diverse teams to support business operations and initiatives. By aligning IT goals with business objectives, I facilitate seamless operations and drive organizational success. Team Leadership: Leading a dynamic team, I foster a culture of excellence and customer-centricity. By empowering team members and promoting professional development, I ensure high performance and service quality.
• Senior Technical Support Engineer

  Mindtree

  2018.01-2020.12

  (3 years)

  • Perform Level 2/Senior technical support analyst role in Service desk environment. • Experience in support role for migration projects and help desk support • Experienced in supporting office 365 and end user migration • Solid experience in PC installation & trouble shooting
• Remote Support Engineer

  Hewlett Packard Enterprise

  2015.09-2017.09

  (2 years)

  4 years 3 months (2 years 1 month) · Provided expert-level technical support, resolving escalated issues efficiently. · Supported Active Directory, MS Office suite, and Windows File Permissions. · Diagnosed and resolved technical incidents within defined SLAs. · Achieved a 25% reduction in ticket resolution time through the implementation of advanced troubleshooting procedures. · Recipient of multiple awards for consistently achieving high levels of customer satisfaction, reflecting dedication to delivering exceptional service and resolving complex technical issues efficiently.
• Technical Support Engineer

  Hewlett Packard Enterprise

  2013.07-2015.08

  (2 years)

  (2 years 2 months) • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue • Managed all active directory tasks, password resets and the addition of users to groups and e-mail lists • Followed cases to ensure that they were closed well in time with the right resolution and customer satisfaction. • Maintained inventory of all equipment, software, and software licenses. • Provide L1 helpdesk support and assistance to resolve IT-related issues
• Technical Support Representative

  Microland Limited

  2010.09-2011.03

  (7 months)

  Provide support for routers and USB adapters, ranging from initial setup to warranty claims, while promoting computer literacy among users.

Educational experience

• Visvesvaraya Technological University

  Information Technology

  2003.09-2010.06

  (7 years)

Certificates