Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

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

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Bharath J Naik