Blockchain & Web3
Manikandan P
Support Specialist
Bangalore
Summary
Versatile IT Support Specialist specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues with strong written and oral communication skills. Highly skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
IT Support Specialist
Epicor Software Pvt. Ltd
Bangalore
2019.10 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Used ticketing systems to manage and process support actions and requests.
- Offered new customers training to reduce technical difficulties and improve customer satisfaction.
Product Support Specialist
Dell International Services
Bangalore
2015.09 - 2018.09
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
High School -
St.Bede's AI Hr. Secondary School
Chennai 2008.03 - 2010.04
Bachelor of Science - Electrical, Electronics And Communications Engineering
KCG College of Technology
Chennai 2010.08 - 2014.08
Skills
Application support
Business Development
Customer service expert
Ticket support system management
Technical issues analysis
Interests
People Management
Timeline
IT Support Specialist
Epicor Software Pvt. Ltd
2019.10 - Current
Product Support Specialist
Dell International Services
2015.09 - 2018.09
Bachelor of Science - Electrical, Electronics And Communications Engineering
KCG College of Technology
2010.08 - 2014.08
High School -
St.Bede's AI Hr. Secondary School
2008.03 - 2010.04