Archena A
THIRUVANANTHAPURAM
Summary
Detail-oriented technical support engineer with solid skills in resolving technical issues in hardware and software. Resourceful, flexible and committed team player. Reliable in meeting tight deadlines to meet demands. Productive individual with strong objective to acquire work experience and gain knowledge from technical support team. Enthusiastic in helping customers set-up accounts and configure network. Adaptable to challenging situations and demanding deadlines. Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in organisation.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Support engineer
Archena A
09.2022 - Current
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Installed new software for users and monitored version and patch update requirements.
- Documented troubleshooting procedures for future reference.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Answered user questions about hardware and software operation to help resolve problems.
- Coordinated with third-party vendors to resolve technical issues beyond the internal scope.
- Performed root cause analysis of reported issues to enact corrections.
Technical support engineer
Archena
12.2019 - 08.2022
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Followed manufacturing instructions and design specifications when completing repairs.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Offered technical advice to programmers and developers to help optimise designs.
- Answered user questions about hardware and software operation to help resolve problems.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Investigated and diagnosed customer's technical and product queries.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Developed plans and strategies to promote continuous improvement.
- Displayed energy and enthusiasm in fast-paced environment.
Hand Holding Staff
E Health Kerala
12.2018 - 10.2019
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Identified, analyzed, and researched systemic issues and made recommendations for resolution.
Education
Masters -
LBS college of Technology
Trivandrum11.2017
B. Tech - Computer science
Narayana guru college of Engineering
Kanyakumari09.2014
Skills
- Desktop support
- Customer service expert
- Customer support needs assessment
- Technical issues analysis
- Remote troubleshooting
- Problem ticketing
- Troubleshooting
- Online Chat Support
- Application support
- Remote Technical Support
- Debugging skills
- User Support
- Remote Support
Certification
Microsoft Az-900 Fundamental
Timeline
Support engineer
Archena A
09.2022 - Current
Technical support engineer
Archena
12.2019 - 08.2022
Hand Holding Staff
E Health Kerala
12.2018 - 10.2019
Masters -
LBS college of Technology
B. Tech - Computer science
Narayana guru college of Engineering
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