Edwin D’Souza
Pune
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Colleague Support Engineer
VMware Software India Pvt. Ltd
Pune
02.2022 - 02.2024
- Assisting colleagues on applications and computer issues
- Working on Exchange Admin Center for creation of shared mailboxes, DL, Contacts and O365 mailboxes
- Working on providing licenses to O365 applications through O365 admin center
- Providing on call, chat, web tickets and email support to colleagues
- Assisting team members with process related queries and publishing KB articles
- Troubleshooting Mac and Windows machine with performance or network issues relating vpn and if requires assist colleagues with OS reset and configuring machines for colleagues
- Assisting colleagues with Corporate Mobile application which includes Boxer, Teams, Zoom and Slack
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods
- Assisted in development of new features by providing valuable user feedback to product teams based on client interactions
Senior Analyst
BNY Mellon Technologies
Pune
04.2015 - 02.2022
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Referred unresolved customer grievances to designated departments for further investigation
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Supporting manager to drive culture of Continuous Improvement – Sit-along and Problem solving
- Mentoring bottom performers in team to improve performance
- Troubleshooting MS Office issue, Outlook, Teams, O365 issues
- Handled team of 15 team member as a Supervisor for 2.5 years, consisted of providing feedback on monthly basis, call monitoring, csat survey scrubbing, maintaining scorecards, providing trainings and process knowledge
- Handling calls, chats, web tickets, email queries as per requirement and working in 24/7 work environments
- Working on Blackberry UEM to manager devices, apps and mobile data security
- Assisting users with VDS and citrix issues including allotment of memory and disk space as per user’s requirement
Service Desk Analyst
Compucom CSI India
Pune
05.2013 - 04.2015
- Trained junior members of IT team regarding network security and troubleshooting of applications supported by the company
- Directed onsite training for coworkers to maximize productivity
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
- Provided on-call support for critical issues.
Senior Technical Support Analyst
Mphasis
Pune
09.2011 - 05.2013
- Managed call flow and responded to technical support needs of customers
- Provided base level IT support to non-technical personnel within business
- Identified and solved technical issues with variety of diagnostic tools
- Managed customers' expectations and experience to high degree of customer
- Answered telephone calls promptly and minimized delays that could lead to abandoned
Customer Care Representative
EXL Services
Pune
04.2010 - 09.2011
- Communicated clear expectations and goals to each team member
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving issues.
- Described product to customers and accurately explained details and care of merchandise
- Handled all customer relations issues in gracious manner and in accordance with company policies.
Education
Bachelor- commerce -
07.2006 - 04.2009
Diploma in Electronics -
01.2003 - 12.2003
Skills
Network Troubleshooting
Hardware and software installation
Remote Support
ITIL Knowledge
Customer Service
Desktop support
Problem-Solving
Call Center Operations
Technical issues analysis
Microsoft Windows and Office
Troubleshooting skills
Customer Education
Technical Support
User Training
Online Chat Support
Certification
ITIL Foundation V3 Certified
Personal Information
- Passport Number: S2732919
- Date of Birth: 09/04/86
Timeline
Colleague Support Engineer - VMware Software India Pvt. Ltd
02.2022 - 02.2024
ITIL Foundation V3 Certified
10-2018
Senior Analyst - BNY Mellon Technologies
04.2015 - 02.2022
Service Desk Analyst - Compucom CSI India
05.2013 - 04.2015
Senior Technical Support Analyst - Mphasis
09.2011 - 05.2013
Customer Care Representative - EXL Services
04.2010 - 09.2011
St Aloysius College - Bachelor- commerce,
07.2006 - 04.2009
Sacred Heart Institute - Diploma in Electronics,
01.2003 - 12.2003