Summary
Overview
Work History
Education
Skills
Timeline
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Karthick Sampath

Senior Service Desk Analyst

Summary

Seeking a challenging career in the organization to get a position of responsibility, using skills and efficiency to communicate ideas & views, and commit myself to achieving organizational objectives with the team effort, positive attitude and performance.

Overview

15
15
years of professional experience

Work History

Sr, Analyst

BNY Mellon
10.2022 - Current
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.
  • Evaluated emerging technologies for potential implementation in the organization''s IT infrastructure.

Sr.Assoc- New Hire Trainer

Sutherland Global Pvt Ltd
06.2021 - 06.2022
  • Process Trainer for McAfee - handling 6 LOB [ Tech-master Tech & Sales, Resolution Bay, Mobile support, Special services(Mac), Partner support]
  • Helped to train and mentor new hires.
  • Assisted with training of new employees, while also monitoring productivity of current employees.
  • Sharing the updates & refresher training's to the program.
  • Creating content bases on Quality deck & Improvement plans
  • Knowledge check by assigning test.
  • Attending Client meetings and facilitate Training
  • Certified trainer and handled 4 batches in this current year.
  • Sharing Data analytic reports for trainees.
  • Monitoring their performance weekly.
  • Analyzing bottom quarterly performance and coaching them.

Virtual Trainer

Sutherland Global Pvt Ltd
06.2019 - 06.2021
  • Mentoring New associates with Nesting Phase, post Process training completes.
  • Sharing daily attainment reports to new associates & management.
  • Giving feedback and coaching depending on daily reports
  • Auditing live & recorded calls, evaluate call scores
  • Sharing new update & coaching new and tenure associates
  • Facilitated Virtual training's during lock-down for work at home associates.
  • Conducted research, gathered information from multiple sources and presented results.
  • Worked with customers to understand needs and provide excellent service.

Sr. Associate

Sutherland Global Pvt Ltd
03.2015 - 06.2019
  • Worked as Sr. associate in McAfee Tech-master service [all software issues] process as Front line and pilot batch associate for every new product.
  • Handled Customer queries and technical issue's.
  • Managed more number of customer calls per day.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.

Process Trainer

Sitel India Pvt Ltd
06.2014 - 03.2015
  • Dell Process trainer for UKI - Core Hardware tech support
  • Helped to train and mentor new hires.
  • Assisted with training of new employees, while also monitoring productivity of current employees.
  • Sharing the updates & refresher training's to the program.
  • Certified trainer and handled 3 batches
  • Developed new and improved training programs to fit undeserved areas

Sr. Associate

Site India Pvt Ltd
02.2010 - 05.2014
  • Joined as Associate in 2010 and handled front line calls for Dell CTS process [Core Hardware support] as Front line and pilot batch associate.
  • Promoted as Sr. Associate based upon my performance started handling outbound calls to fix unresolved issues.

Student Trainee

Millinium Software Productions
06.2009 - 02.2010
  • Graphic designer and 2D & 3D Animator (Training & Real Time Project)

Education

Bachelor of Science - Computer Application

Sri Ram College of Arts & Science
Chennai
06.2006 - 2009.04

Skills

User Support

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Timeline

Sr, Analyst

BNY Mellon
10.2022 - Current

Sr.Assoc- New Hire Trainer

Sutherland Global Pvt Ltd
06.2021 - 06.2022

Virtual Trainer

Sutherland Global Pvt Ltd
06.2019 - 06.2021

Sr. Associate

Sutherland Global Pvt Ltd
03.2015 - 06.2019

Process Trainer

Sitel India Pvt Ltd
06.2014 - 03.2015

Sr. Associate

Site India Pvt Ltd
02.2010 - 05.2014

Student Trainee

Millinium Software Productions
06.2009 - 02.2010

Bachelor of Science - Computer Application

Sri Ram College of Arts & Science
06.2006 - 2009.04

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Karthick SampathSenior Service Desk Analyst