HEMANTH KUMAR B S
Bangalore
Summary
Veteran Technical Support Engineer trusted to quickly and decisively address all internal and external issues. Provides friendly responses and competent remediation. Adept manager of PCs, networks and peripherals.
Overview
12
12
years of professional experience
Work History
L2 Technical Support Engineer
Fidelis Technology services Pvt Ltd
Bangalore
07.2022 - Current
- Company Overview: Client: NTT Data India Pvt Ltd
- Knowledge with Office Products, VPN, Citrix, Software Installations, Active Directory Maintenance
- Printer Configuration (Local & Network)
- Creating a new user in AD and modify account as per request
- Problem solving and troubleshooting skills with a customer-centric approach
- Handle inbound and outbound calls, emails, tickets and chats supporting international users
- Aware of and adhered to standard Service Desk SLA's
- Has experience in handling escalations
- Monitor ticket volume and actively report the trends and Major incidents
- Follow up on Open tickets and Ageing ticket analysis and work with the team to close them
- Hands-on experience with ITSM tools like Service Now, and BMC Remedy
- Hands-on experience with CMS tools like Avaya, and Cisco Jabber
- Ability to diagnose and resolve basic technical issues like MFA, MS Outlook & application issues
- Create and promote a customer-focused attitude within the Helpdesk that projects a helpful and supportive attitude to all users
- Respond to a high volume of tickets, and calls and ensure customer satisfaction with timely resolutions
- Support on Diverse channels - Phone, Mail and chat based software's
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Pass on any customer feedback or suggestions to the appropriate internal team
- Client: NTT Data India Pvt Ltd
Senior Engineer Specialist
Concentrix Technology India Private Limited
Bangalore
12.2019 - 02.2022
- Working as a Microsoft Senior Engineer in the department of Product Activation
- Providing solutions to the customer request using standard applications and by following SOP
- The solution provided should be accurate with no error
- Need to maintain the highest quality and to meet the SLAs set by clients
- Responsible for responding to the escalations and Adhoc requests from customer
- Help customers activate their software products and applications
- Helping Clients activate servers, Windows servers and Remote desktop servers and also associate licenses from Volume Licensing Portal with verification of their agreement details
Senior Tech Support Executive
Infosys BPO LTD
Bangalore
08.2013 - 06.2016
- Role includes managing daily operations, and work allocation to the advisors
- Responsible for tracking & managing the daily queues against the forecasted volume allocation
- Role also demands MIS and consolidation of various reports (Bench, Buffer and ALCON) required for further analysis for the SPMs, GPMs, & delivery heads
- Assist with training and identifying training needs within the team and provide feedback to TL and Managers on a real time basis
- Presenting the weekly and monthly SLA report to the internal and external customers and update the process status with the client by addressing their issues/queries
- Good knowledge in outlook and Working in Infy tools like ALCON&ECMS
- And completed PLMS training (ALCON, PBS, IPM+, ECMS etc.)
Education
MBA - HR & Marketing
T John College
Bangalore05.2013
BBM - Human Resources Management
P E S College Of Arts And Science
Mandya05.2011
Skills
- Technical Troubleshooting
- End user support
- Remote and Global support
- Teamwork and Collaboration
- Network Operational Enhancements
- Data Analysis
- Troubleshooting and Diagnosis
- Hands on experience Windows support
- IT onboarding and offboarding
- Hands on experience in Servicenow
- JIRA ticking tool
- ITIL4
- IT onboarding and offboarding
- Hands on experience in Servicenow
- JIRA ticking tool
- ITIL4
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Timeline
L2 Technical Support Engineer
Fidelis Technology services Pvt Ltd
07.2022 - Current
Senior Engineer Specialist
Concentrix Technology India Private Limited
12.2019 - 02.2022
Senior Tech Support Executive
Infosys BPO LTD
08.2013 - 06.2016
MBA - HR & Marketing
T John College
BBM - Human Resources Management
P E S College Of Arts And Science
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