Anish Dsouza
Technical Solutions Consultant
Mangalore
Summary
Dedicated IT 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.
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of IT support and training in System Administration, Virtualization and Cloud concepts. Motivated to learn, grow and excel in IT industry.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Technical Solutions Consultant
URICH COMPUTER SYSTEMS CO LLC
MUSCAT
08.2013 - Current
- Analyzed Windows server business to identify spending trends, whitespace and growth opportunities, compliance issues and assisted account teams in target account development.
- Delivered pre-sales technical support for Windows server and desktop virtualization.
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
- Recommended and developed CMC teams to support individual pursuits.
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided documentation on troubleshooting of technical processes to support desk staff.
System Engineer, IT Service Desk
CGI
Bengaluru
02.2012 - 08.2013
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
Technical Support Engineer, Service Desk
Mphasis
Manga
11.2010 - 01.2012
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Researched new tactics to better hone responses and shorten remediation times.
- Updated and maintained current customer support database.
- Communicated with stakeholders to share critical technical information and deliver project updates.
Technical Support Engineer, End User Support
E4E (iYogi)
Bangalore
03.2010 - 11.2010
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Maintained response times to support business continuity.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Sales Support Representative
Firstsource Limited
Bangalore
06.2009 - 02.2010
- Initiated communications with sales leads via phone call and electronic mediums, providing information on promotions and approved special offers.
- Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Learned and frequently used multiple sales systems to investigate, track and correct customers' issues.
- Recorded and analyzed sales trends to assist with development of sales strategies.
- Provided best-in-class real-time sales support for customers while leading by example for sales team members.
- Helped cultivate and maintain business relationships by professionally handling travel agent and customer needs.
- Informed customers of promotions to increase sales productivity and volume.
- Kept detailed records of daily activities through online customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
Bachelor of Computer Applications - Computer Science
St. Aloysius College
Mangalore 06.2006 - 05.2009
Skills
Team and Client Collaboration
IT Hardware knowledge
Written and oral communication (English)
Problem-solving
Information Technology (IT) Knowledge
Cloud computing
Technical troubleshooting
Customer service and support
Remote Technical Support
Effective listening and verbal skills
Virtualization
Cloud Computing Fundamentals (AWS/GCP/Azure)
Active Directory
Phone and email etiquette
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Risk comes from not knowing what you are doing.
Warren Buffett
Timeline
Technical Solutions Consultant
URICH COMPUTER SYSTEMS CO LLC
08.2013 - Current
System Engineer, IT Service Desk
CGI
02.2012 - 08.2013
Technical Support Engineer, Service Desk
Mphasis
11.2010 - 01.2012
Technical Support Engineer, End User Support
E4E (iYogi)
03.2010 - 11.2010
Sales Support Representative
Firstsource Limited
06.2009 - 02.2010
Bachelor of Computer Applications - Computer Science
St. Aloysius College
06.2006 - 05.2009