Kishwanth Nallasamy

As a Senior technical support specialist. I'll respond to the issues reported by internal employees of Goldmansachs predominantly through voice and emails, chat, etc. Identify, investigate, and diagnose the issued. Provide L2 support to users based on inscope processes. Follows the incident life cycle as defined by process- log the incident- categorize and document- resolve or assign the incident to relevant assignment group. Achieve client and Zones defined targets.

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.

• Delivered consistently high-quality customer service experiences by driving adherence to best practices throughout all aspects of operation management.
• Reported issues to higher management with great detail.
• Trained and guided team members to maintain high productivity and performance metrics.

• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Tracked KPIs and created continuous improvement plans.