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
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
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