Summary
Overview
Work History
Education
Skills
Ticketing Tool
Roles And Responsibilities
Personal Information
Timeline
Generic
Adithya Anand

Adithya Anand

Associate Technical Consultant

Summary

  • To work for an organization which provides the opportunity to improve the skills and grow along with the organizational objectives.
  • Having 2+ years of experience in problem-solving skills Having 1+ years of Experience in QA reports Expertise in Office 365 Technical support to the team Extra initiatives taken in IBM for SharePoint site management. Good communication and leadership skills, committed and zeal to learn new technologies.
  • Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
  • Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

5
5
years of professional experience
1
1
Language

Work History

Audit and Compliance Representative

Kyndryl
09.2021 - 11.2024
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Provided valuable input resulting in new opportunities for growth and development.
  • Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
  • Cultivated lasting partnerships with industry professionals, ultimately increasing referral business as well as long-term client retention rates.
  • Delivered presentations at industry events, showcasing company offerings and demonstrating subject matter expertise to enhance credibility and generate new business opportunities.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
  • Spearheaded process improvement projects, leading to significant time savings without compromising quality or accuracy of work completed.
  • Implemented innovative marketing strategies that led to an increase in brand awareness and customer engagement.
  • Built relationships with industry stakeholders to stay informed on industry trends and developments.
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Gathered, organized and input information into digital database.
  • Generated reports detailing findings and recommendations.

Technical Support Representative

IBM
06.2019 - 09.2021
  • When working as a technical support representative, I used to support different applications that were for internal IBM users.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Used ticketing systems ServiceNow to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Researched product and issue resolution tactics to address customer concerns.
  • Developed and implemented preventive maintenance procedures.
  • Generated reports to track performance and analyze trends.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Used ticketing systems to manage and process support actions and requests.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

Bachelor of Science - Information Technology

Birla College of Arts And Science Kalyan
Kalyan, India
04.2001 - 2016.04

12th Standard - Science Education

Holy Cross Matriculation Higher Secondary School Salem
Salem, India
06.2012

10th Standard -

Holy Cross Matriculation Higher Secondary School Salem
Salem, India
04.2001 - 2010.04

Skills

  • Operating Systems: Windows 7/2003/XP/2000/10
  • Documentation: MS Office
  • Domain: RCP management
  • Miscellaneous: Java, HTML, CSS, Basics of Power Platform
  • Performance Testing

  • Information Protection

  • Customer Service

  • Software Installation

  • Application support

  • Technical Support

  • Desktop support

  • Systems Analysis

  • Remote Support

  • Issue Troubleshooting

  • Technical issues analysis

  • Access issue resolution

  • Remote Technical Support

  • Continuous Improvement

  • Defect Analysis and Resolution

  • Problem-Solving

  • Analytical and Methodical

  • Teamwork and Collaboration

Ticketing Tool

ServiceNow

Roles And Responsibilities

  • Technical Support had its responsibility of resolving Users concerns faced within IBM
  • I have worked with applications that helps in resolving the issues like Connectivity, self help portals, Telephonic issues in IBM locations across the globe, Global shared Network Interface for internal IBM locations access to different applications issues were all solved.
  • Audit and compliance : I am handling the patch management process of two accounts Bank of Ireland and Coca cola enterprise limited.
  • I was handling two accounts (client based) Bank of Ireland and Coca Cola Enterprise Pvt ltd and was handling the patch management for both the teams. Not letting the critical patches to go overdue and getting in touch with the DPE level of the team regularly know the action plan on the upcoming Patches that needs to be compliant on the systems.

Personal Information

  • Date of Birth: 11/29/1994
  • Gender: Male
  • Nationality: Indian

Timeline

Audit and Compliance Representative

Kyndryl
09.2021 - 11.2024

Technical Support Representative

IBM
06.2019 - 09.2021

Bachelor of Science - Information Technology

Birla College of Arts And Science Kalyan
04.2001 - 2016.04

10th Standard -

Holy Cross Matriculation Higher Secondary School Salem
04.2001 - 2010.04

12th Standard - Science Education

Holy Cross Matriculation Higher Secondary School Salem
Adithya AnandAssociate Technical Consultant