Abhijith Anand
Premier support Engineer
Bengaluru,Karnataka
Summary
Dedicated IT Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Experienced Senior Support Engineer with over 9 years of experience in IT Infra and support industries. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Premier support engineer
Zones Corporate Solutions Pvt. Ltd
Bengaluru, Karnataka
11.2021 - Current
- Assist Exchange and office 365 administrators from various tenants to mitigate any issues with O365 or M365 online products until resolution or escalate them to relevant on premises teams or respective product groups and monitor same till complete resolution or relevant changes are made to product.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Worked with customers to understand needs and provide excellent service
- Collaborated with team members to achieve target results
- Identified issues, analyzed information and provided solutions to problems.
- Delivered services to customer locations within specific timeframes.
IT Support Specialist
Eurofins IT Solutions
Bengaluru, Karnataka
08.2019 - 09.2021
- Experienced with OTRS tool and also BOMGAR remote support tool
- Assist eurofins employees to carry out their work by Skills
- Performance Optimization assisting with AD administration and exchange
- Creation of mailboxes and administration of both administration (creating and maintaining accounts exchange 2010 and 2016 mailboxes
- Technical issues analysis
- Well versed in creation and updating of mailboxes using PowerShell scripts
- Troubleshooting of office 2010 and 2016 products and also MS
- Teams administration (licensing and troubleshooting)
- Assisting with issue resolution that arise with migration of users from exchange on premises (office Remote IT Implementation 2010) to exchange online and Office 2016(Hybrid environment)
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Created help desk tickets, troubleshot and resolved desktop issues
Technical Account Manager
Catchpoint Systems
Bengaluru, Karnataka
12.2018 - 05.2019
- Monitor various metrics that would impact performance of website or app
- Microsoft Office Specialist
- This is highly critical position as otherwise users (MOS) Expert who use websites or products would be driven to their competitors
- This is mainly in application performance
- Ticket support system management domain
- Management
- Also helped clients in scripting virtual transaction that would simulate real user experience so that clients can know where exactly users are Languages experiencing issues
- Also helped in troubleshooting issues with nodes that are being used to run tests that might be virtual or enterprise nodes (depending on contract purchased by client).
- Engaged in tool and process improvements to streamline customer success activities and services
Associate Analyst
Schneider Electric
Bengaluru, Karnataka
01.2016 - 12.2018
- Assist Schneider employees to carry out their work without any issues by helping them troubleshooting issues on their computers
- Also managed shift operations which comprised of assigning tickets and work orders to shift engineers and managed breaks in respective shift
- Well versed in migration of email accounts from Lotus Notes to Office 2016 and Office 365.
- To achieve this, we had to modify email accounts within lotus notes and make sure everything is perfect as even a small mistake or oversight would cause user to lose emails and would be fatal error (empty mailboxes or partially migrated mailboxes)
- Also, expert in creating outlook accounts for users, shared mailbox and distribution lists on exchange using Windows Power Shell scripts
- Also handled escalation calls of other agents where users were not provided exact resolution, or issues that were escalated to different team was unresponsive for issue
- Help facilitate bridge calls with Application development team and their managers to extent of solution of issue
- Also, well versed with Oracle E-Business suite (adding responsibility to users Oracle account)
- Proficient in creating and adding responsibility in InTouch accounts
- Also facilitated Genpact project of onboarding all new users (about 500) with oracle accounts and related responsibilities for same and had to work on weekend as project go live was in upcoming week
- Communicated findings and insights to senior management to establish best practices and guide analysis into action and results
IT Analyst
Dell International Services
Bengaluru, Karnataka
01.2015 - 01.2016
- Support AXA Employees and Advisors to carry out their business by troubleshooting any problems of various applications use every day
- Offered input for complex documents to support client-ready final versions
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Researched and adopted new technologies to add value to existing offerings
- Organized system operating procedures to strengthen controls
IT Analyst
STS Infotechnologies
Bengaluru, Karnataka
01.2014 - 11.2014
- Support CISCO clients to use all CISCO products through call handling
- Also worked in teams that handled case work in which were assigned 40 cases per day.
- We were needed to provide at least 10 resolutions per day
- Investigated and addressed system issues to enhance usability and improve functionality.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Bachelor of Engineering - Information Science
APSCE
Bangalore 09.2008 - 07.2013
Skills
Software diagnosis
undefinedCertification
Certified RPA support, Automation anywhere
Timeline
Premier support engineer
Zones Corporate Solutions Pvt. Ltd
11.2021 - Current
AWS CP, Amazon Web Services
10-2021
Certified RPA support, Automation anywhere
09-2021
IT Support Specialist
Eurofins IT Solutions
08.2019 - 09.2021
Technical Account Manager
Catchpoint Systems
12.2018 - 05.2019
ITIL V3 Foundation
05-2017
Associate Analyst
Schneider Electric
01.2016 - 12.2018
IT Analyst
Dell International Services
01.2015 - 01.2016
IT Analyst
STS Infotechnologies
01.2014 - 11.2014
SCJP
05-2011
Bachelor of Engineering - Information Science
APSCE
09.2008 - 07.2013
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