Technical Support Analyst
Harini Krishnan
Sr Operations Analyst.
Bengaluru
Summary
Seasoned Process, Technical Support and Operations Professional with 7+ years of experience across IT, Investment Banking,Manufacturing and Blockchain industries. Demonstrated capability in L1 Service desk,
HR generalist activities, Sharepoint management, and team leadership. Highly organized proactive, with excellent communication and interpersonal skills.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Inside Sales Coordinator
Accenture Solutions Private
03.2024 - 09.2024
- Handled Inbound calls, Emails, Secure messages for VM customers.
- Pitch in Products and services for renewal.
- Convert leads into sales.
- Billing, Renewal of Contract and Process Transactions.
- Technically Troubleshooted WiFi and Tv services from our CRM.
- Check for any outages and escalate it to the local Service Team.
- Order devices on behalf of customers.
- Assign tickets to relevant teams.
- Follow up on tasks and meet SLA.
- Ensure FCR on all user calls.
Savings Officer Sales
OSB India Pvt Ltd (Kentreliance UK)
01.2023 - 03.2024
- Phone Banking for KentReliance Banking Customers.
- Onboard customers for new account openings.
- Pitch in for investment bonds and ISA accounts.
- Manage end to end sales of 401 policies and bonds for Kentreliance customers.
- Managed end-to-end processing of customer account services, including withdrawals, closures, and amendments for UK-based retail and business banking customers.
- AML and Raised SAR for PEP and Suspicious transactional accounts.
Operations Analyst
FADV Global Operating Center-UK
05.2022 - 11.2022
- Conducted comprehensive employment and education verifications across the EMEA region, ensuring accuracy and compliance with regional data privacy regulations.
- Conducted Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD).
- Taken Verbal closures by making calls to the Universities and organizations.
IT Operations Analyst
Transak PLC UK
03.2021 - 03.2022
- Handled Inbound Calls, Texts and Social Media tickets.
- Responded to system alerts and resolve operational issues in a timely manner.
- Log, track, and resolve incidents using ITSM tools (like ServiceNow, Jira, etc.).
- Applied patches, updates, and ensure systems are compliant with policies.
- Generated and analyzed reports on system uptime, usage, and performance.
- Work with different departments (DevOps, security, application support) to troubleshoot and resolve issues.
- Communicate system status and scheduled downtimes to stakeholders.
Executive Assistant
Minit Engineers Pvt Ltd
01.2017 - 03.2021
- Managed calendars, scheduled meetings and coordinate appointments.
- Organize travel arrangements(flights, accommodation, itineraries).
- Handled correspondence(emails, phone calls and memos).
- Prepared reports, presentations and briefing materials.
- Acted as the point of contact between the employees and internal and external stakeholders.
- Process expense reports and reimbursements.
- Manage invoices, budgets and petty cash.
- Assisted with basic bookkeeping or procurement processes.
- Track progress of specific projects and ensure deadlines are met.
Education
Associate of Arts - Economics-Discontinued.
Bangalore University
Bengaluru 07.2014 - 12.2017
Bachelor's of Computer Applications - Computer Applications Development
Annamalai University
Chidambaram, India 02.2019 - 07.2022
Skills
- Inbound Calls and Email Support
- Meeting Preparation & Minute-Taking
- Calendar and Schedule Management
- Confidentiality and Discretion
- Stakeholder Management
- Data Analysis & Reporting (Excel, SQL, Power BI, Tableau)
- Process Improvement & Optimization
- KPIs & Performance Metrics Tracking
- Client Relationship Management
- L1 Service Desk/Technical Support
- Operations and Customer Support
- End to End UK Banking and Verification
Technical Skills
- Windows 10/11 support.
- macOS and basic Linux knowledge.
- Windows Server basics (for user accounts, Active Directory, etc.).
- Active Directory (creating, modifying, disabling user accounts)
- Microsoft Exchange / Outlook (email setup, troubleshooting).
- Password resets, group policy, and permissions handling.
- Remote Desktop
- Microsoft Quick Assist / Remote Assistance.
- ServiceNow.
- Jira Service Desk.
- Batch scripting or Command Line usage.
Soft Skills
- Time Management and Multitasking.
- Analytical Thinking & Problem-Solving.
- High Attention to Detail.
- Strong Written & Verbal Communication.
- Adaptability in Fast-Paced Environments.
Freelance Experience:
- Worked as a Part time Spoken English trainer for Govt of Karnataka & Govt of Tamil Nadu aided Institutions.
- Worked as a Freelance Recruiter for a consultancy on a commission-based model, responsible for end-to-end recruitment across various domains.{No fixed salary, just commission pay).
Certification
Business Analytics
Interests
L1 Service Desk Analyst
Business Operations Analyst
Process Executive
HR Recruiter
Timeline
Oracle SQL
10-2024
Inside Sales Coordinator
Accenture Solutions Private
03.2024 - 09.2024
Savings Officer Sales
OSB India Pvt Ltd (Kentreliance UK)
01.2023 - 03.2024
Business Analytics
01-2023
Operations Analyst
FADV Global Operating Center-UK
05.2022 - 11.2022
IT Operations Analyst
Transak PLC UK
03.2021 - 03.2022
Bachelor's of Computer Applications - Computer Applications Development
Annamalai University
02.2019 - 07.2022
Executive Assistant
Minit Engineers Pvt Ltd
01.2017 - 03.2021
Associate of Arts - Economics-Discontinued.
Bangalore University
07.2014 - 12.2017
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