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 - 04.2009
Skills
User Support
Hardware and Software Repair
Network Troubleshooting
Adaptability
Technical Support
Ticketing system proficiency
Incoming Call Management
Software Patches
Laptop Servicing
Incident Management
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 - 04.2009