Kailash Nath
Technical Support Analyst
Chennai
Summary
Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Technical Support Analyst
Wonder Soft Pvt Ltd
09.2019 - Current
- Reduced response time for Tier 3 support tickets.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Monitored systems in operation and quickly troubleshot errors.
- Authored technical requirement documentation to suit business goals and technological limits.
- Promoted efficiency among departments with prompt resolution of system issues.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
Education
B. Tech IT - Information Technology
Sri Muthukumaran Institute of Technology
Chennai 09.2012 - 03.2016
SSLC -
Sboa Matriculation HR Sec School
Chennai 06.2010 - 03.2012
Skills
Data analysis
Remote Technical Support
Application support
Technical issues analysis
Issue troubleshooting
Customer service expert
Communication & Interpersonal Skills
Certification
Technical support T1 Certified
Timeline
Technical support T1 Certified
01-2023
Technical Support Analyst
Wonder Soft Pvt Ltd
09.2019 - Current
B. Tech IT - Information Technology
Sri Muthukumaran Institute of Technology
09.2012 - 03.2016
SSLC -
Sboa Matriculation HR Sec School
06.2010 - 03.2012