KRISHNA SHANKAR ANISHETTI
Secunderabad
Summary
Dynamic Technical Support Specialist with extensive experience at Diebold Nixdorf, excelling in troubleshooting and resolving complex software and hardware issues. Proven ability in network diagnostics and delivering exceptional customer service, ensuring high satisfaction rates. Adept at remote technical support, leveraging strong analytical skills to enhance operational efficiency. Veteran Technical Support Engineer trusted to quickly and decisively address all internal and external issues. Provides friendly responses and competent remediation. Adept manager of PCs, networks and peripherals.
Overview
15
15
years of professional experience
Work History
Technical Support
Johnson Controls
02.2022 - Current
- Working as Technical Support for the DSC Security Products
- Handing the inbound calls of the DSC Technicians and resolve the queries related to DSC Security products
- Provide high quality, innovative, technical support to our diversified customers and install bases of Security Product’s
- Provide configuration, commissioning and installation related services inclusive ACVS (Access Control & Video Solutions) division and support customer logged technical issues through different remote
- Providing in-depth technical expertise and analysis supporting our customer base and internal JCI departments for Intrusion products
- Help Techs with programming changes for panel alignment and smooth working, Check network troubles on the panels
- Managed setup for various alarm systems including PowerSeries and Maxsys panels.
- Resolving issues related to Fire panel, Code activation, Key recovery, third party product
- Experience with a mainstream CRM, networking, and DLS software packages, such as Salesforce, DLS2002, and DLS5.
- Arrange remote sessions for troubleshooting and issue replication of the Errand Panel integration.
- Manage personal ticket workload to meet department SLAs and CSAT goals, with expected clarity and quality of documentation
- Maintain compliance with all company policies and procedures
Technical Support Specialist
Diebold Nixdorf Private LTD
11.2019 - 02.2022
- Company Overview: Diebold Nixdorf is an American multinational financial and retail technology company that specializes in the sale, manufacture, installation and service of self-service transaction systems (such as ATMs and currency processing systems), point-of-sale terminals, physical security products, and software and related services for global financial, retail, and commercial markets
- As part of the managed services team, I manage the two processes below:
- SEP (Symantec Endpoint Protection): Core Responsibility’s is to identify the issue and troubleshoot not just limiting to the SOPS, also expanding my personal research on the resolutions
- EServices: The eServices Portal provides a standardized, easy-to-use Web interface for network, system and software management
- It is the managed service tool for monitoring and system management for all segments
- Troubleshooting Software issues in the ATM
- Diagnosing and repairing faults through remotely
- Check the network connectivity issues and resolve them remotely
- Worked on the Software Packages on the Atm machine
- Follow-up on customers to ensure their issues are completely resolved
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Escalated support desk tickets to respective teams in the most crucial circumstances and after considerable time had been spent on a single ticket
- Provide daily technical support services for information technology establishments
- Document and track customer issues using a ticketing system to ensure quick resolution
- Produce periodic reports of technical support operations to company management
- Diebold Nixdorf is an American multinational financial and retail technology company that specializes in the sale, manufacture, installation and service of self-service transaction systems (such as ATMs and currency processing systems), point-of-sale terminals, physical security products, and software and related services for global financial, retail, and commercial markets
Technical Support Engineer
Computer Generated Solutions Pvt Ltd
12.2017 - 09.2019
- Worked as Resolution Expert for Dell technical support
- Well versed with detailed technical specifications of the existing and newly launched products of Dell including maintenance and repair guidelines for Dell hardware
- Ability to diagnose and resolve technical errors effectively
- To support and resolve the Software & Hardware technical issue online regarding dell systems in a best possible way
- To troubleshoot any technical issue causing problem in dell system
- To satisfy customer expectations by resolving the issue in best possible way
- To resolve the issue within the given time frame and to help the customer
- To provide a solution to the cases which are not closed and require knowledge of the most recent Windows operating systems and associated applications
Technical support and Backend Executive
Iscilica Networks India Pvt Ltd
06.2013 - 06.2017
- Collaboration with the Canada team to install the Kiosks in Hyderabad
- Handling the Kiosks through remote desktop(for service & Issues)
- Resolving the Hardware Issues & replacing if needed in the Kiosks
- Promoting the Kiosks and offers through Mails and other sources
- Upload the movies into the Kiosk and create the RFID tag for it and update in the software
- Assign the Membership cards and update them accordingly in the software
- Working on the monetary transactions from customers through PayU
- Working on Bearcat software to maintain the customer transactions
- Updating the movies and other contents in the website from time to time
- Upload the new trailers and Ad's in the Kiosk screen
- Handled Promotions for the process like, sending emails to the customers using Mail Chimp, on regular basis with the updated movie list and promo codes, which offer special discounts
- Monitored the Kiosks on weekly basis, regarding the technical issues and updating disks
- Project Description (Ebox) : Lead the project from the beginning and ensured the process transitioned smoothly
- It’s a fully Automated Rental and Sale kiosk for DVDs, Blu-ray DVDs and Console Games where Customers can rent anywhere and return anywhere in the Ebox Kiosk Network
- It provides Online Payment and Rental Top-Up facility
- Customer or his/her eligible representative can walk up to the kiosk and choose his/her choice of movies and/or games
- Once the selection is finalized, the customer swipes the membership card for authorization
- Worked on main company website (http://www.ebox.co.in) from the base
- Developed posters for clear representation of the required/desired content on the page and designed templates using tools like Photoshop
- Designed email templates for effective communication with clients through Mailchimp
- Also, edited many movie trailers in the best way to attract customers
Customer Care Executive
Allsec Technologies
03.2010 - 07.2012
- I’ve been a part of RHL LOB since the day of joining
- Handling inbound calls of Retailers and Distributors and resolving their queries
- Adhering towards Quality Scores & AHT Target
- Checking the new updates on daily basis and promoting the same to the Retailers and Distributors
- Ensuring all the calls are close looped handled by me
Education
B.com -
Dr. Br. Ambedhkar University
HyderabadSkills
- Microsoft Office
- Security systems support
- Technical troubleshooting
- Network diagnostics
- Customer service
- Remote technical support
- Customer technical support
- Security support
- Security product knowledge
- Software troubleshooting
Disclaimer
I hereby declare that the data submitted above is certified and true to best of my knowledge.
Timeline
Technical Support
Johnson Controls
02.2022 - Current
Technical Support Specialist
Diebold Nixdorf Private LTD
11.2019 - 02.2022
Technical Support Engineer
Computer Generated Solutions Pvt Ltd
12.2017 - 09.2019
Technical support and Backend Executive
Iscilica Networks India Pvt Ltd
06.2013 - 06.2017
Customer Care Executive
Allsec Technologies
03.2010 - 07.2012
B.com -
Dr. Br. Ambedhkar University
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