Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Timeline
Generic
Govindkar Manish

Govindkar Manish

Hyderabad

Summary

To secure a role in a reputable organization, where I can leverage my expertise in client relations, troubleshooting, and service management to deliver exceptional customer experiences. I aim to contribute to the organization’s success by providing efficient, solution-oriented support, fostering long-term customer loyalty, and continuously enhancing operational effectiveness.

My long-term goal is to evolve into a Subject Matter Expert (SME), Quality Assurance (QA) Specialist, or Quality Manager role, where I can contribute to optimizing processes and ensuring high standards of service delivery.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Associate Technical Support

Tech Mahindra
Hyderabad
01.2024 - Current
  • Project: Telstra.
  • Client: Telstra.
  • Company overview: Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services, and competing in all telecommunications markets.
  • Roles and responsibilities: I provide customer support through the chat channel via LiveEngage and ticketing tools such as Capture and Console, which are integrated with Salesforce and ServiceNow. My role involves managing and resolving a wide range of technical issues related to broadband services, including troubleshooting IP addresses and MAC addresses, addressing Wi-Fi connectivity issues, and assisting with general computer and network troubleshooting.
    I am responsible for raising and managing tickets, ensuring accurate documentation, and coordinating with internal teams for the timely resolution of customer issues. Additionally, I conduct testing and validation to ensure that service issues are accurately diagnosed and resolved.

Process Executive (Contractor)

Cognizant
Hyderabad
05.2023 - 01.2024
  • Project: Lime.
  • Client: Waterleaf.
  • Company Overview: Lime is the largest shared electric vehicle company in the world. Lime operates in Australia, Europe, the Middle East, and many parts of the U.S.
  • Roles and Responsibilities: I worked with Zendesk, similar to Salesforce, to raise tickets, understand customer queries, and provide professional solutions through both calls and emails. I was responsible for managing a wide range of customer inquiries, from technical issues to service-related concerns, ensuring timely and accurate responses. By utilizing Zendesk’s ticketing system, I prioritized and tracked customer issues, collaborating with internal teams to resolve complex problems efficiently.

    Additionally, I was involved in testing and quality assurance processes, utilizing JIRA to log, track, and manage bugs, issues, and enhancements related to the product or service.

Education

B. Tech - COMPUTER SCIENCE ENGINEERING

Siddhartha Institute of Engineering And Technology
Ibrahimpatnam, Hyberabad, Telengana.
01.2021

Intermediate -

Narayana Junior College
Hyderabad, Telengana.
01.2017

10th -

Howard Model School
Hyderabad, Telangana.
01.2015

Skills

  • Proficiency in Ticketing and Case Management Systems
  • Technical Troubleshooting and Issue Resolution
  • Case and Incident Management
  • Advanced Communication, Documentation and Reporting
  • Customer Support Metrics and Customer-Centric approach
  • Multi-tool Familiarity and Collaboration with Cross-Functional Teams
  • Automation and Workflow Optimization

Certification

Language Proficiency:

Duolingo English Test: 125/160

  • Test taken: November 5, 2024
  • Link: certs.duolingo.com/s7v6sd0mxbg73zmo

Disclaimer

I affirm that the information provided is true, accurate, and complete to the best of my knowledge and belief.

Timeline

Associate Technical Support

Tech Mahindra
01.2024 - Current

Process Executive (Contractor)

Cognizant
05.2023 - 01.2024

B. Tech - COMPUTER SCIENCE ENGINEERING

Siddhartha Institute of Engineering And Technology

Intermediate -

Narayana Junior College

10th -

Howard Model School

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