Deepika Narayanaswamy
Bangalore
Summary
Dynamic Senior IT Analyst with Tata Consultancy Services, adept at troubleshooting hardware and managing ticketing systems. Proven track record in resolving complex customer inquiries and creating knowledge base articles, enhancing service efficiency. Exceptional problem-solving skills complemented by a commitment to outstanding customer service, driving significant improvements in support ticket resolution.
Overview
8
8
years of professional experience
Work History
Senior IT Analyst
Tata consultancy Services
Bangalore
11.2019 - Current
- Analyzed complex customer inquiries to identify underlying causes of reported problems and developed solutions accordingly.
- Created knowledge base articles for frequently asked questions about services offered by the IT Service Desk team.
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues.
- Resolved customer inquiries regarding product features, functionality, compatibility, service availability.
- Maintained customer records in ticketing system, documenting all interactions with customers.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Developed reports detailing service desk activities including number of tickets opened, closed or pending resolution.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Used remote login tools to assist clients with technical and product questions.
Customer Support Executive
Hinduja global solutions
Bangalore
02.2017 - 08.2019
- Assisted customers in navigating the website and locating desired products or services.
- Provided top quality control and eliminated downtime to maximize revenue.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Supported sales team members to drive growth and development.
- Updated system with order specifics and customer details, preferences, and billing information.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Bachelor of Science - Bachelor of Computer Science
Sindhi College
Bangalore03-2015
Skills
- Technical support
- Troubleshooting hardware
- Ticketing system management
- Knowledge base creation
- Problem solving
- IT service management
Languages
kannada
First Language
English
Advanced (C1)
C1
Telugu
Beginner
A1
Hindi
Beginner
A1
Accomplishments
I have been awarded as the best performer and received multiple gems at TCS.
Timeline
Senior IT Analyst
Tata consultancy Services
11.2019 - Current
Customer Support Executive
Hinduja global solutions
02.2017 - 08.2019
Bachelor of Science - Bachelor of Computer Science
Sindhi College
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