GOKILA LAKSHMANAN

Network Monitoring

• Monitored telecom network devices and services to ensure continuous connectivity and system availability.
• Identified network issues and performed initial troubleshooting to minimize downtime.

Ticket Handling

• Handled customer issues through ticketing tools such as ServiceNow, Jira.
• Created, updated, and tracked support tickets based on customer complaints and system alerts.
• Prioritized tickets based on severity (P1, P2, P3 incidents).
• Coordinated with Level-2 and Level-3 technical teams for issue resolution.
• Ensured timely closure of tickets according to SLA guidelines.

Incident Management

• Investigated telecom network incidents and provided first-level support.
• Escalated critical issues to senior engineers when required.

Customer Support

• Communicated with customers through phone, email, or remote support tools.
• Provided updates regarding issue status and resolution timelines.

System Troubleshooting

• Performed troubleshooting for network devices, connectivity problems, and telecom infrastructure issues.
• Assisted in resolving router, switch, and transmission-related problems.

Documentation & Reporting

• Maintained incident reports, troubleshooting steps, and resolution documentation.
• Generated daily or weekly reports for ticket status and network performance.

Technical Skills

• Telecom Billing Systems
• SQL Database Management
• UNIX / Linux Server Support
• JavaScript Scripting
• Ticket Handling & Incident Management
• Network Monitoring & Troubleshooting

Customer Relationship Management

• Handled customer queries related to savings accounts, loans, and credit cards.
• Maintained strong relationships with existing customers.
• Provided guidance on banking products and services.

Account Operations

• Opened and managed savings and current accounts.
• Verified KYC documents and ensured compliance with bank policies.
• Assisted customers with online banking and mobile banking services.

Sales & Business Development

• Promoted bank products such as insurance, loans, fixed deposits, and credit cards.
• Achieved monthly sales targets set by the branch.
• Generated leads and converted them into customers.

Cash & Transaction Handling

• Assisted customers with deposits, withdrawals, and fund transfers.
• Ensured accuracy in financial transactions and records.

Customer Support

• Resolved complaints and service requests quickly.
• Ensured high levels of customer satisfaction.

Compliance & Documentation

• Followed RBI guidelines and bank compliance rules.
• Maintained accurate records of transactions and documentation.