Anitha C
Bangalore
Summary
Customer support professional with solid foundation in technical troubleshooting and client engagement. Known for delivering effective solutions and improving customer experiences. Strong focus on team collaboration and achieving desired outcomes with adaptability and dependability.
Overview
5
5
years of professional experience
Work History
Customer Support Engineer
Enphase Energy
10.2022 - 09.2024
- Worked as Project coordinator and handled team performance .
- Trained and coached team members to deliver a high standard of customer service.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Answered incoming support inquiries via email. Enhanced customer satisfaction by proactively calling clients to address system issues and providing effective solutions via email or phone.
- Used Monitoring software to assess system performance remotely and help diagnose issues without needing techinician on-site.
- Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
- Attended meetings with other team managers and Installers to discuss possible improvements in customer service and company’s products.
- Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.
- Worked every day on data extraction and error segregation.
Senior Technical Support Associate
IBM/Kyndryl
03.2020 - 10.2022
- Company Overview: Part of IBM IT Services spin off.
- Working as Senior Technical Support Associate, which enabled me learn about various Applications and Technologies related to product installation, update, configuration, operations or performance.
- Troubleshooting on DNS, DHCP, IP, TCP/UDP issues.
- Troubleshooting Enterprise applications on Citrix, Azure virtual desktops and SCCM.
- App level and System level Troubleshooting performed via RDP.
- Software push and deletion via Software Centre.
- Hands on experience with Service now.
- Mentored new starters and provided evaluations during their training period by multiple training and Q&A sessions.
Teacher
DPH High School
04.2019 - 03.2020
- Taught computer applications and chemistry.
- Design and develop appropriate computer instructional material.
- To help students learn fundamental concepts of computing using object-oriented approach in one computer language (Java).
- Conduct training and provide hands on activities to take place in laboratory setting.
- To empower students by enabling them to build their own applications.
- Determine and troubleshoot technology services for staff.
- Coordinate and collaborate with principal and teachers.
Education
Bachelor of Engineering -
School of Engineering and Technology, JAIN UNIVERSITY
01.2017
Pre-University -
Bishop cottons women Christian college
01.2013
SSLC -
St.Euphrasia's girls high school
01.2011
Skills
- Customer Service
- Incident Management
- Monitoring process
- Chat Support
- Root-cause analysis
- Service now
- SCCM
- MFA
- Z-scaler
- Active directory
- Windows 7
- Windows 10
- MacOS troubleshooting
- Telephone and email etiquette
- Issue and resolution tracking
- Project management
- System maintenance
- Adaptability
- Continuous improvement
- Time management abilities
- Customer communication and empathy
- Professionalism
- Team building
- Adaptability and flexibility
- Active listening
- Multitasking Abilities
- Teamwork and collaboration
- Salesforce
- Microsoft Excel
Keycoursesandtraining
- Big Data Foundations - Level 1
- Data Science Foundations - Level 1
- IBM Agile Explorer
- Interskill - AIX Systems Administrator - Fundamentals
- Watson Visual Recognition
- IBM Blockchain Essentials V2
- Data Science Methodologies
- Data Science for Business
Paperpublication
On Human Machine Interface For Wireless Device Charging, International Research Journal Of Engineering And Technology (IRJET), 04/01/17
Projects
- Traffic light control using PIC18F (Mini project).
- Human machine interface for wireless device charging.
Training
- SCI-NAVIGATE 2012 organised by the Government of India and Christ university
- ROBOTRYST- 2014 conducted by IIT-DELHI
- ANDROID CONTROLLED ROBOTICS WORKSHOP conducted by ELAN -2015 at IIT Hyderabad
- National workshop on 'MICRO/NANO DEVICES, CIRCUITS AND SYSTEMS' Organised by Jain university
- CANSAT Satellite Design and Launching Workshop held at Pravega2015 (IISC)
- ROBORACE organized as a part of intercollegiate fest - INFINITY 2K16
Timeline
Customer Support Engineer
Enphase Energy
10.2022 - 09.2024
Senior Technical Support Associate
IBM/Kyndryl
03.2020 - 10.2022
Teacher
DPH High School
04.2019 - 03.2020
Pre-University -
Bishop cottons women Christian college
SSLC -
St.Euphrasia's girls high school
Bachelor of Engineering -
School of Engineering and Technology, JAIN UNIVERSITY
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