Aswini A
Mugappair/chennai,MH
Summary
At HCL Tech, I spearheaded initiatives that significantly enhanced customer satisfaction and streamlined support processes, embodying teamwork and active listening. My expertise in Windows server, Active Directory and incident management with a knack for mentoring, propelled team success and efficiency. Achievements include leading system migrations and establishing incident management best practices.
Overview
2
2
years of professional experience
Work History
Support Analyst
HCL Tech
06.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Developed and maintained knowledge base technical support documentation for customers.
- The ability to plan and implement system upgrades, migrations and patch management.
- Through understanding of windows server OS, including installation, configuration and maintenance.
- Understanding remote access, remote assistance, remote desktop service, VPN.
- Knowledge in Activie directory - Activities includes creating and managing domains, user accounts and groups.
- knowledge in Nutanix and VMware - Activities includes server Migrtaion from Nutanix to VMware.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
Education
Bachelor of Electrical And Electronics Engineering -
Vel Tech Multi Tech Engineering College
Chennai, India06-2023
Skills
- Support ticketing systems
- Application support
- Incident Management
- User Account Management
- Teamwork and Collaboration
- Active Listening
Accomplishments
I got a "Star Winner" awarded for excellence in project execution and user communiation during a major migration activity.
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Support Analyst
HCL Tech
06.2022 - Current
Bachelor of Electrical And Electronics Engineering -
Vel Tech Multi Tech Engineering College
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