Ebenezer Jeremiah S
Chennai
Summary
A strong team player with excellent collaboration skills, and a commitment to maximizing the production process within a facility. Iam a performance-driven person with an exceptional capacity to create crucial and valuable suggestions that will certainly promote the company's daily tasks. Presently looking for employment in a company that will use this capacity. Skilled at using educational knowledge and industry expertise to achieve cutting-edge results. Ready to develop new skills and grow knowledge by gaining practical experience. Quick learner familiar with common software applications.
Overview
4
4
years of professional experience
Work History
Specialist
HCL Technologies
Lucknow
05.2024 - Current
- Analyzed key performance indicators to identify effective strategies.
- Utilized knowledge management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Provided L2 technical support for End users & Engineers in resolving complex issues.
- Reviewed knowledge documents for accuracy prior to submission or publication.
- Monitored operations and reviewed records and metrics to understand company performance.
- Participated in ongoing training and compliance activities.
- Provided RDS support as needed by client in different locations.
- Provided remote desktop support to end-users experiencing technical difficulties with their computers or peripherals.
Technical Support Engineer (Manageengine Service Desk Plus)
Zoho Corporation
Chennai
07.2023 - Current
- Worked in the Enterprise product Manage Engine Service Desk Plus
- Maintained and updated customer records, ensuring accurate and up-to-date information in the system
- Generated detailed reports of support issues and customer feedback that helped identify areas for system improvement
- Identified customer needs and provided customized technical solutions
- Created a knowledge base of frequently asked questions and solutions that improved customer service response time by X%
- Developed and implemented technical support processes that reduced customer wait times by X%
- Researched and identified potential solutions for complex customer issues and worked with development teams to fix software bugs
- Diagnosed and resolved over X customer technical issues related to hardware and software, with a resolution rate of X%
- Developed a knowledge base and training material that reduced the time spent resolving customer issues by X%
- Collaborated with cross-functional teams to improve customer support processes, resulting in a X% reduction in customer complaints
- Performed system maintenance, ensuring system reliability and security
Representative Advisor
Concentrix Technologies
Chennai
08.2022 - 07.2023
- Worked on Netgear Project (Gearhead Team)
- Network Support Engineering on Networking
- Troubleshoot on Modems, Routers, Mesh Networks and Hotspots
- Ranked Best Performer on Matrix Scale and Awarded The Sales Topper
- Certification in Routers and Switches and completed 30+ courses on Organizational development
- Maintained PLI Grid of 84%
- Achieved Quality Audit Score of 98%
Associate Technical Support
Tech Mahindra
Chennai
01.2022 - 06.2022
- Worked on Telstra Project
- Focus on satisfaction and first-time resolution
- Engage with the technical team to provide faster resolutions to technical issues
- Worked closely with the technical content team to identify gaps in the help module
- Technical Support Consultancy on NBN Faults and Assurance
- IM Support for Consumer Service
- Ranked Best Performer on Matrix Scale
- Maintained PLI Grid of 70%
- Achieved Quality Audit Score of 90%
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Junior Engineer & (NEEM Trainee)
TVS Sundaram Clayton Ltd
Chennai
05.2021 - 10.2021
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
- Provided information and referrals to community partners and other treatment providers
- Provided suggestions for process, application, or documentation improvement
- Answered customer queries via telephone and email
- Explained available stocks and services, demonstrated features, and used persuasive communication strategies to redirect concerns
- Planned marketing initiatives and leveraged referral network to promote business development
- Conducted research to analyze customers' behavior, including preferences, trends and purchasing habits
- Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings
- Managed company standards for all marketing collateral and oversaw consistent application
- Strengthened marketing programs to capture new business and take advantage of changing trends in client markets
Education
Mechanical Engineering -
PSB College of Engineering
Thiruporur01.2021
Certifications -
National Institute of Information Technology
Chennai01.2016
Cambridge IGCSE -
Christ Nagar International School
Trivandrum01.2015
Master of Arts - Business And Managerial Economics
Bharathidasan University
Tiruchirappalli -TN-IndiaSkills
- Skilled at ITSM, ITIL,ESM
- Zoho Manage Engine SD Plus- CMDB & Implementation
- Service Now - Pulse platform, Agent work space
- Salesforce Incident management
- Microsoft Intune Admin, B2B
- RDS L2
- Service Desk operations L2
- Network operations L15
- M365 Applications & support
- MDM support Android & IOS
- Consumer services
- Billing & Invoicing
- Warehouse management
- Import & Export Logistics
- Highly Organized
- Good time management
- Critical Thinking
- Teamwork
- Leadership Skills
- Initiative and Problem-solving Abilities
- Active Listening
- Self-motivation
- Creative Problem Solving
- Project Management
- Attention to Detail
- Hard Working
- Flexibility and Adaptability
- Leadership and Teamwork
- Decision Making
- Critical thinking and problem solving
- Problem Solving
- Time Management
- Ability to Multitask
- Leadership
- Communication
- Computer Skills
- Adaptability
- Fast Learner
Languages
- English
- Tamil
- Hindi
- French
- Malayalam
Languages
English, Tamil
First Language
Hindi
Advanced
C1
French
Beginner
A1
Timeline
Specialist
HCL Technologies
05.2024 - Current
Technical Support Engineer (Manageengine Service Desk Plus)
Zoho Corporation
07.2023 - Current
Representative Advisor
Concentrix Technologies
08.2022 - 07.2023
Associate Technical Support
Tech Mahindra
01.2022 - 06.2022
Junior Engineer & (NEEM Trainee)
TVS Sundaram Clayton Ltd
05.2021 - 10.2021
Mechanical Engineering -
PSB College of Engineering
Certifications -
National Institute of Information Technology
Cambridge IGCSE -
Christ Nagar International School
Master of Arts - Business And Managerial Economics
Bharathidasan University