Apoorva M
Engineer
Ankola
Summary
Competent IT professional with +4 years of experience in various support roles, currently working as Systems Operations Engineer. Grow with Organization in the field of Information & Technology. Vast experience in high- volume environments with strong analytical communication and organizational abilities. Complex problem solver able to thrive in fast- paced and challenging roles. As a Team leader to motivate and encourage their team members so they can get good work done
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Engineer
Alten-India
05.2022 - Current
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Technical Support Associate
Tech Mahindra
03.2021 - 03.2022
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Analyzed massive quantities of deep-dive information for Big Data projects.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Authored technical requirement documentation to suit business goals and technological limits.
- Promoted efficiency among departments with prompt resolution of system issues.
Team Leader
ALTRUIST TECHNOLOGIES PVT. LTD
02.2020 - 03.2021
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Generated reports detailing findings and recommendations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
- Observed packing operations to verify conformance to specifications.
- Gathered, organized and input information into digital database.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Technical Support Executive
HGS (HINDUJA GLOBAL SOLUTIONS)
05.2019 - 01.2020
- Developed and implemented training initiatives for new hires.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Identified key technology defects to streamline problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Bachelor of Science -
Jss College of Arts And Science
Dharwad, Karnataka 05.2014 - 05.2017
High School Diploma -
Pace UM PU College
Shivamoga, Karnataka 04.2013 - 03.2014
Skills
Work Planning
Quality Improvement
Team Supervision
Issue Resolution
Coaching and Mentoring
Application Installations
Debugging
Windows Operating System
Hardware Installation
Local Area Networking
Service Schedule Coordination
Desktop Support
System Maintenance
Incident Management
Application Support
Documentation Development
Personal Information
Date of Birth: 12/10/96
Timeline
Engineer
Alten-India
05.2022 - Current
Technical Support Associate
Tech Mahindra
03.2021 - 03.2022
Team Leader
ALTRUIST TECHNOLOGIES PVT. LTD
02.2020 - 03.2021
Technical Support Executive
HGS (HINDUJA GLOBAL SOLUTIONS)
05.2019 - 01.2020
Bachelor of Science -
Jss College of Arts And Science
05.2014 - 05.2017
High School Diploma -
Pace UM PU College
04.2013 - 03.2014