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CAREER SUMMARY

Analytical Technical Support representative adapt at resolving complex network related issues.
Critical thinker who addresses customer issues quickly and who exceeds performance standards.
Exhibits excellent organizational and problem-solving skills. Works well in team environments and
displays strong work ethic. Level headed and calm in a stressful situation with well-developed people
skills.

CORE QUALIFICATIONS:

 Experience in troubleshooting Microsoft applications i.e. MS office, internet explorer,

operating system issues, issues related to virus / malware etc.
 Highly skilled in the use of PC systems and applications. Telco, ISP or Help Desk experience
 IP Technical Support, router management and configuration, network engineering, subletting,
an in-depth understanding of DNS, IP routing protocols
 Experienced working on AD, Desktop, Laptop, VPN, Outlook, and Office 365 issues.
 Expertise in troubleshooting laptop / desktop HW and computer peripheral issues i.e. Local /
network printer, etc.
 Knowledge of the basic structure and functions of Active Directory.
 Working knowledge on ticketing tools in the current market such as Novel ox, Km.
 Proficient troubleshooter, Accomplished with mobile devices, Quality Focused
 Adaptable to constant process changes. Document technical process solutions, and prepare
knowledge articles to enhance service desk and escalation desk resolution.
 Troubleshooter various technical issues; network connectivity, network printing, user access
issues, Application related issues, password resets, etc.

ORGANISATIONAL EXPERINCE

Jan 2015 to Mar 2019

 DESIGNATION: SENIOR ASSOCIATE

ROLE: TECHNICAL SUPPORT ASSOCIATE

RESPONSIBILITIES:

 Responsible for providing the First line of Telephone support for the assigned products via inb
ound voice in a B2C environment.
 Handled technical issues ranging from basic device related to application-related issues. By ap
plying diagnostic techniques to identify problems, investigate causes and recommend solutio
ns to correct failures.
 Demonstrated ownership while resolving challenging customer issues, escalating complex pro
blems to the Remote Support Engineering and Field Engineering staff while proactively gather
ing all necessary information from customers required by the support and development team
s to resolve the issue.
 Documented customer reported issues and solution provided to build a support knowledge b
ase for future reference. Documenting every incident and Service request in the CRM tool an
d ensure the tickets are closed or escalated as appropriate.
 Created a positive customer support experience and build strong relationships through deep
problem understanding with a consummately professional attitude.
 Maintained composure and patience in face of difficult customer situations

 Escalated complex issues to superior, concerned team and network team

 Resolved customer complaints and concerns with strong verbal and negotiation skills

HIGHLIGHTS and ACHIEVEMENTS

 Achieved consistent top ratings in monthly performance metrics include Customer satisfactio
n score, Average handling time and Schedule Adherence.
 Got outstanding ratings on performance reviews each quarter appraisals and got best perfor
mance title couple of times.
 Assisted newly joined associate level employees on various protocols, Work and phone etique
ttes and basic product knowledge.
EDUCATIONAL QUALIFICATION

 B Tech In Computer Science – JNTU 2015 71%

 Intermediate ( PUC ) – Telangana State Board 82%
 10th Class (SSC) -Telangana State Board 80%