Brindha Prasad
Chennai
Summary
Quality Analyst with extensive experience at Tata Consultancy Services, specializing in customer feedback analysis and cross-functional collaboration. Proven ability to drive process improvements and enhance product quality through effective problem-solving and compliance with specifications. Technical Support Engineer recognized for high productivity in network troubleshooting, software configuration, and system diagnostics, ensuring seamless operations and client satisfaction. Senior Associate Engineer with a strong background in product development and project management, leading cross-functional teams to streamline processes and improve efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Analyst
Tata Consultancy services
Chennai
08.2024 - Current
- Assisted in the development of Quality Assurance procedures and protocols.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Conducted root cause analysis to investigate the source of problems in production process.
- Maintained records of inspection results, test data, and other relevant information.
- Provided thorough documentation on all quality control activities and results.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
- Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
- Monitored and facilitated bug resolutions to optimize software.
Senior IT Analyst
Tata consultancy services
Chennai
06.2022 - Current
- Provided direction and guidance to junior associates on complex tasks.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Provided HR administrative assistance to management team.
- Performed root cause analysis when incidents occur in order to determine corrective actions.
- Provided technical assistance to staff, including troubleshooting hardware and software issues.
- Monitored server performance and optimized resources as needed.
IT Technical Support Specialist
Movate
Chennai
04.2020 - 05.2022
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Created detailed technical documentation for IT processes and procedures.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Implemented security measures such as antivirus software installation and firewall configuration.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
- Provided issue resolution and technical support for system use.
- Served as first point of contact for incoming technical service calls and emails.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Developed and maintained strong relations with customers to meet quality expectations.
Education
MBA - Human Resources Management
Raja National School
Chennai03-2024
Skills
- Customer feedback analysis
- Product specification compliance
- Technical documentation
- Cross-functional collaboration
- Process improvement
- Team leadership
- Training and development
- Documentation management
- Performance monitoring
- Procedural updates
- Technical support
- Networking troubleshooting
- Software configuration
- Ticket resolution
- Collaboration skills
- Communication skills
- Problem solving
- IT compliance
- Software installation
- System administration
- Information security
- Network troubleshooting
- IT documentation
- VPN configuration
- Active directory management
- IT asset management
- Wireless networking expertise
- Operating systems knowledge
- Email administration skills
- ITIL framework understanding
- Application support services
- Configuration management practices
- Knowledge base management strategies
- Desktop support solutions
Certification
- ITIL-certified
- AWS Basic Certified
Timeline
Quality Analyst
Tata Consultancy services
08.2024 - Current
Senior IT Analyst
Tata consultancy services
06.2022 - Current
IT Technical Support Specialist
Movate
04.2020 - 05.2022
MBA - Human Resources Management
Raja National School
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