Bharath J Naik
Bangalore
Summary
Highly-motivated with a desire to take on new challenges. Strong work
ethic, adaptability, and good interpersonal skills. Adept at working
effectively unsupervised and can quickly master new skills.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Mphasis Limited
Bengaluru
08.2022 - 06.2024
- Worked for client and project Alight under Mphasis, Resolved complex technical problems through root cause analysis techniques.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Monitored ticketing system queues for incoming requests from customers.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Developed and maintained comprehensive documentation for troubleshooting and system configurations.
- Collaborated with developers to resolve recurrent faults.
- Recommended system enhancements and upgrades to support evolving business needs.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Provided real-time support via phone, email, remote and chat to address customer technical concerns.
- Participated in continuous education programs to stay current with emerging tech trends and tools.
- Trained end-users and internal staff on new technologies and system updates.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Graduate Engineer Traniee
INDO-MIM Private Limited
Bengaluru rural
01.2022 - 06.2022
- Supplier Quality Engineering & Vendor Development
- Ensured quality in a GMP environment, created 5+ QA procedures and 10+ work instructions. Also, performed 5S and ISO Dock audit for the company.
Service Desk
Project Alight Solutions
- Resolved issues related to Citrix, Amazon workspace, IBM notebook, also used tools such as Saviynt, Xmatters and RDS
- Published self curated multiple KB articles for the project and for team
- Completed landscape analysis for 10000+ ticket dumps
- Have maintained Excellent SLAs
- Customer Request is fulfilled 95% via live support
- Received multiple client and customer appreciation emails
- Experienced in the Exchange admin center
- Created distribution list, shared mailbox, groups, etc
- Worked on Azure active directory for MFA setup, device tuning, account configuration, and providing licenses
- Have experience in an On-prem Exchange admin center
- Hardware troubleshooting for the printer, mapping printer, etc
- Created accounts for joiners, movers, and leavers by giving mailboxes and assigning them to an organization unit (OU)
- Network drive mapping, network drive access, skype for business, teams admin center.
Education
Bachelor of Engineering - Mechanical Engineering
PES Institute of technology and management
08.2021
Skills
- Application support
- Amazon Web Services/ Cloud Platform
- Linux
- Active directory
- Blue zone
- Admin controls
- Security Protocols
- Windows Servers
- Network Administration
- Bug tracking
- JIRA Systems
- Training and mentoring
- Malfunction Diagnosis
- Incident Management
- Continuous Improvement
- Ticket Queue Software
- ITSM Software
- Teamwork and Collaboration
- Root Cause Analysis
- Technical Documentation
- Interpersonal Communication
- Issue Research
- Problem-Solving
- Process Improvement
- Microsoft office
- Landscape Analysis
- Scrubbing report
- Trend analysis
- KB formatting
- Microsoft Azure
- SharePoint
- Exchange Admin Centre
- Bit locker Recovery
- Active Listening
Accomplishments
- Awarded for reliability under project Alight
- Awarded with Hall of Fame for best CSAT in the month of August 2023 under project Alight
Certification
Microsoft Excel Advanced & Macros, Udemy
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
kannada
Proficient (C2)
C2
Timeline
Technical Support Engineer
Mphasis Limited
08.2022 - 06.2024
Graduate Engineer Traniee
INDO-MIM Private Limited
01.2022 - 06.2022
Service Desk
Project Alight Solutions
Bachelor of Engineering - Mechanical Engineering
PES Institute of technology and management
Microsoft Excel Advanced & Macros, Udemy
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