Dharam Singh
Kaithal
Summary
Technical Support Analyst with experience in diagnosing, troubleshooting and resolving client issues. Strengths include strong analytical abilities, exceptional problem-solving skills and proficiency in various software applications. Previous roles involved improving system performance, enhancing user experience and contributing to team success through hard work and dedication.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
Work History
Snr. Advanced Technical Support Analyst
Tech Mahindra
04.2019 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and input commands to troubleshoot areas such as AT&T servers and error logs.
- Documented all transactions and support interactions in the system for future reference and addition to a knowledge base.
- Managed ticketing system to track and prioritize customer inquiries effectively.
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Technical Support Engineer
Tech Mahindra
04.2019 - 03.2022
- Create functional and technical application documents.
- Working with a US-based company (IBM Corporation).
Education
B.Tech. - Electronics and communication
Punjab Technical University
Jalandhar, PBSkills
- Application Support(business center)
- Working on Escalated issues such as Education , Health sector etc
- SQL Management
- Soap UI
- AOTS
- Postman
- Elastic
- Quantum matrix
- Elastic
- Process Improvement
- Technical issue analysis
Websites
Awards
- Most Outstanding Employee of the Month, Bravo
- Thanks Giving, Best productivity
- Super Thank You, For 3 consecutive months
Timeline
Snr. Advanced Technical Support Analyst
Tech Mahindra
04.2019 - Current
Technical Support Engineer
Tech Mahindra
04.2019 - 03.2022
B.Tech. - Electronics and communication
Punjab Technical University