Hi, I’m
Balaaji Murugesan
System Engineer
Bangalore,TN
Summary
Friendly Help Desk Technician with quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
years of professional experience
6
years of post-secondary education
Work History
TCSBangalore, Karnataka
System Engineer
06.2022 - Current
Job overview
- Created help desk tickets, troubleshot and resolved desktop issues.
- Used ticketing systems to manage and process support actions and requests.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Provided Tier 1 IT support to the end users.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided basic end-user troubleshooting and desktop support.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented and updated known fixes in knowledge base for future reference.
Altrocks TechCoimbatore, Tamilnadu
IT Helpdesk Lead
04.2021 - 05.2022
Job overview
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Resolved problems, improved operations and provided exceptional service.
- Providing technical inputs to the developers to update the tool for IT Helpdesk Support.
- Provided on-call support for critical issues related to Yeap Transport (Singapore Client)
HCL Technologies, LithuaniaVilnius, Europe
Help Desk Analyst
12.2019 - 06.2020
Job overview
- Provide technical support and resolution of all types of incidents and requests.
- Troubleshoot technical issues and take ownership through to resolution.
- Manage Incidents and troubleshoot\resolve technical issues.
- Remote support for configuring Laptops and Desktops, Tablets and Phones, Printers.
- Technical support for the most profitable customers of the company via phone or service tickets.
- Experienced and familiar with Windows OS: Active directory, Desktop Director, Microsoft Office packages and Citrix VDI.
- Remote Assistance and solving the problems for customers.
KMIT SolutionsCoimbatore, Tamilnadu
Product Support Specialist
02.2017 - 08.2017
Job overview
- Answer client queries regarding company’s software application.
- Resolve client problems by creating liaison with development teams.
- Rectify customer issues and direct workflow to POS Associates.
- Report any conditions that may affect client satisfaction.
- Work with support team to evaluate complex customer problem, identify root causes and derive resolutions.
- Assume remote control over customers’ computers when necessary to resolve problems.
Owler, IncCoimbatore, Tamilnadu
Market Research Executive
09.2015 - 09.2016
Job overview
- Track news about companies using their press releases and from different News Sources.
- Research and analysis of target companies from various sectors.
- Research the different/new market space.
- Help create Profile for Companies, gathering up necessary data from valid sources.
- Private and public company research.
- Private company Revenue/Funding analysis.
- Market Intelligence Report.
- Follow track target companies by collecting information from different sources.
Education
Vilnius Gediminas Technical UniversityVilnius, Lithuania (Europe)
Master of Science from Industrial Engineering And Innovation Management
09.2018 - 06.2020
Kumaraguru College of TechnologyCoimbatore, Tamilnadu (India)
Bachelor of Engineering from Electronic And Communication Engineering
06.2011 - 06.2015
Skills
Customer Service Expert
Clients Handled
I have handled 8 international clients which is UK, US, UAE, South Africa, Europe, da, Singapore and India
Timeline
System Engineer
TCS
06.2022 - Current
IT Helpdesk Lead
Altrocks Tech
04.2021 - 05.2022
Help Desk Analyst
HCL Technologies, Lithuania
12.2019 - 06.2020
Vilnius Gediminas Technical University
Master of Science from Industrial Engineering And Innovation Management
09.2018 - 06.2020
Product Support Specialist
KMIT Solutions
02.2017 - 08.2017
Market Research Executive
Owler, Inc
09.2015 - 09.2016
Kumaraguru College of Technology
Bachelor of Engineering from Electronic And Communication Engineering
06.2011 - 06.2015
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