Siddarda Ravi Teja Appaji Kone
Summary
Highly skilled Sr Technical Support Engineer with extensive experience in providing technical support to end-users and troubleshooting complex hardware and software issues. Professional experience in Troubleshooting Operating systems, LAN Network, Networking field, Active Directory, Office 365, HR, Benefits, Payroll and Messaging queries. Experience includes Software/Hardware and Application support remotely
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Technical Support Engineer
MOURITECH INDIA PVT, LTD
10.2022 - Current
- Taking initiation in handling incidents and tasks on priority basis and get them resolved within SLA
- Importing and exporting reports in the customer desired manner by using WFA tool.
- Keen monitoring of HIP files which are associated with different banks (Key bank, WF & BOA) using Informatica Cloud platform.
- Interaction with US-based clients;provide remote technical support to network devices. Troubleshoot the issue and escalate to Level-3.
- Basic Troubleshooting on Level-3
- Monitoring NOC Alerts and Create ticket in ServiceNow including Trouble-shoot logs.
- Performs troubleshooting on Microsoft Applications such as Outlook issues, word/excel crashing issues, VPN configurations, profile creations using power shell scripting.
- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Prepare accurate and timely reports.
- Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services.
- Provide support to customer programming staff in all products and perform troubleshoots on all field inquiries.
- Active Directory Services Managing Users & Other AD objects.
- Good knowledge in administrating the Active Directory for the migration of the user accounts, creating the security groups and the distribution lists.
- Office 365 admin – creating users and assigning license, distribution lists, shared mailbox, and managing other activities.
- Configuring Office applications on desktops.
- Learning and preparing Knowledge based articles on new technologies and related to the process as well.
Sr Technical Support Specialist
Dell International Services India Pvt. Ltd
03.2020 - 10.2022
- Supported all Dell Products
- Worked on Salesforce CRM tool
- Worked directly with Dell customers on a B2C model
- Software and Hardware troubleshooting for Dell Laptops, Desktops, Printers and peripheral.
Technical Support Associate
Amazon Development Centre India Pvt. Ltd
10.2018 - 11.2019
- Technical Support assistance for UK/US customer through Calls and Chat process
- Supported all Amazon devices including Echo, Kindle, Fire TV Sticks and Alexa and Amazon Application Troubleshooting
- Worked with UK/USA region customers
- Worked on B2C model
Customer Support Associate
HSBC Electronic Data Processing India Pvt. Ltd
01.2017 - 06.2018
- Worked as a KYC Analyst for UK HSBC customers
- Customer account details and transaction risk management
- Account Verification and Onboarding
- Voice Process.
Education
Bachelor of Technology in Computer Science and Engineering -
Avanthi Institute of Engineering And Technology (Affiliated To JNTU, Kakinada)
Visakhapatnam, India06.2016
Skills
- Operating Systems: Windows 10,8, 7, Windows Server 2008,2012
- Good knowledge on Product Life cycle Management
- Good knowledge on SCM, TDM and Air craft life cycle
- Proficiency on Service Now
- Work force Analytics report monitoring
- HIP file monitoring
- Hardware and application support for servers and desktops
- DNS
- Assembling, installation and configuring of PC's as per business requirement
- System Troubleshooting
- LAN administration and its connection with the Internet
- Keeping updated antivirus updates / software's
- Printer configuration and troubleshooting
- Profile creations using Power shell scripting
- VPN configurations and troubleshooting
- Maintaining list of all the machines in a network, it's O/S, services and its specifications for future
- Basic Understanding of MS SQL
Certification
- C, C++, Core & Adv Java, 07/01/16, Visakhapatnam
- MS SQL
- Data Science (Ongoing Certification), Bangalore
- ITIL V4.0 certified
- OCI Certified
Timeline
Sr Technical Support Engineer
MOURITECH INDIA PVT, LTD
10.2022 - Current
Sr Technical Support Specialist
Dell International Services India Pvt. Ltd
03.2020 - 10.2022
Technical Support Associate
Amazon Development Centre India Pvt. Ltd
10.2018 - 11.2019
Customer Support Associate
HSBC Electronic Data Processing India Pvt. Ltd
01.2017 - 06.2018
Bachelor of Technology in Computer Science and Engineering -
Avanthi Institute of Engineering And Technology (Affiliated To JNTU, Kakinada)
- C, C++, Core & Adv Java, 07/01/16, Visakhapatnam
- MS SQL
- Data Science (Ongoing Certification), Bangalore
- ITIL V4.0 certified
- OCI Certified
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