Deepak M
Bengaluru
Summary
Seeking for a challenging job to explore myself to work as key player in globally competitive environment with creative and smart work.
A versatile, accomplished & goal-oriented professional with 6.1 years of experience as IT Engineer.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Engineer
Reltio
Bengaluru
12.2021 - Current
- Achieved high level of competence in managing Reltio MDM and customer connected 360, successfully addressing issues related to Auth and UI configuration.
- Utilized the Reltio MDM suite of tools to design, develop, optimize and support MDM processes with a focus on performance tuning.
- Used API calls to enhance the efficiency of performing physical configuration changes.
- Contributed to team efforts in enhancing Zendesk Automation for efficient ticket assignments.
- Analyzed system logs for errors or anomalies that could indicate potential problems or security breaches.
- Monitored system performance metrics and identified potential areas of improvement.
- Maintained knowledge base articles containing solutions for common technical issues encountered by users.
Service Desk Management | SW/App/Cloud Tech Support Associate
Accenture Services Pvt Ltd
Bangalore
10.2020 - 12.2021
- Ensure Service Desk phones are answered, voicemails, Chats and e-mails responded to during business hours
- Verify and Granting access to the applications
- Verify Customers Identity and helping with Multi-Factor Authentication and Password resets
- Process requests and disablements of Customers in Active Directory tool(ARS)
- Remotely assist Users and perform Technical troubleshooting
- Issues: Microsoft Applications issues, Printer issues, Software installation, Login issues, Hardware troubleshooting etc
- Assists with on-boarding of new teammates
- Identity and access Management for Clients
- Shift Lead: DSAT Analysis, Scrubbing Backlog reports and generate team performance reports
- Mailbox monitoring and create Incidents for the high priority emails
- Notifying Customers on planned outages that are impacting their services and maintaining quality and accuracy
- Made substantial contributions to the successful implementation of a Pilot Project
- Developed strong partnerships with Tier 2 and Tier 3 teams, fostering a collaborative environment that enabled ongoing process enhancement. Also recognized opportunities for increased engagement of the Tier 1 team in incident resolution.
- Acted as an escalation point for more complex problems encountered by junior engineers working on customer issues.
Technical Solutions Rep II
Hewlett Packard.Inc
Bangalore
11.2017 - 10.2019
- Responsible to log tickets and remotely resolve the issues
- Handling Escalations and route the case to appropriate team
- Arranging Onsite for servicing the products for customers
- Responsible for Follow Up/ Callback clients rigorously post receiving the replacement part/product and provide technical assistance for setting up the product and ensure TPR
- Responsible for researching on unresolved Issues to be able to come up with solutions for the clients in the future
- Participated in different pilot projects initiated by HP designed to optimize the HP service industry
- Responsible to gather EOD reports of every engineer and share it across the PL
- Responsible for installing, troubleshooting and solving network issues of HP printers on computers with Windows and Mac operating systems
- Contributing to HP's Revenue by providing different charged support and sales of new model HP printers to customers using obsolete or old printers
- Responsible for assisting HP service partners for any query regarding HP.
Intern
Nuveda Learning
Bengaluru
02.2017 - 08.2017
- Developed Apps for iOS using Swift.
- Developed Websites using HTML.
- Responsible to gather EOD reports of every engineer and share it across the PL
Education
B.E - Computer Science
New Horizon Engineering College
05-2016
2nd PUC -
Christ Junior College
06-2012
10th -
St. Francis High School
04-2010
Skills
- AWS: S3, SQS, EC2, Lambda, IAM
- Postman(API calls)
- Citrix : Desktop Director
- Ticketing tools: ServiceNow, JIRA, Zendesk, CDAX
- MySQL
- Active Directory (ARS)
- Bitbucket
- Bitlocker Administration and Monitoring
Certification
- Reltio Solutions Architect Certified.
- AWS Could Practitioner - Course Completion Certificate
- Microsoft Azure 900 Workshop
- Soft Skill trainings: PERSONA training for effective communication. Berlitz 2 Certified
Personal Information
- Date of Birth: 10/08/94
- Nationality: Indian
- Marital Status: Married
Languages
- English, Kannada, Hindi, Tamil, Telugu & Malayalam.
Disclaimer
- I hereby confirm that the information furnished above is true to the best of my knowledge and belief.
Timeline
Customer Engineer
Reltio
12.2021 - Current
Service Desk Management | SW/App/Cloud Tech Support Associate
Accenture Services Pvt Ltd
10.2020 - 12.2021
Technical Solutions Rep II
Hewlett Packard.Inc
11.2017 - 10.2019
Intern
Nuveda Learning
02.2017 - 08.2017
B.E - Computer Science
New Horizon Engineering College
2nd PUC -
Christ Junior College
10th -
St. Francis High School
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