Kusuma Mohan
Mysore
Summary
IT professional with 4 years of experience in service desk, network administration, support engineer, and system administration. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Technologically-savvy professional with proven customer service, time management, and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Support Engineer
Glowtouch Technologies
Mysore
06.2022 - Current
- Troubleshoot website issues and provide solutions via chat support.
- Manage and track tickets using Pega, ensuring timely resolution.
- Maintain high customer satisfaction through effective support.
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
Desktop Engineer
Wipro Technologies
Mysore
11.2019 - 05.2022
- Delivered remote support for technical issues, including Outlook and internet connectivity.
- Managed ticketing system (ServiceNow) and created dashboards for issue tracking.
- Administered Active Directory for user account management and provided email support.
- Maintained accurate inventory records of all installed equipment.
- Created user accounts, set up email accounts, and provided initial training to new employees on basic computer operations.
- Managed Active Directory accounts including creating new users, resetting passwords, managing group memberships.
Service Desk Engineer
Wipro Technologies
Mysore
03.2018 - 10.2019
- Updated daily dashboards and assigned tickets to appropriate teams
- Administered Active Directory and provided comprehensive email support.
Education
Bachelor of Engineering in Electronics and Communication -
Maharaja Institute of Technology
Mysore, Karnataka01.2017
Skills
- Ticketing Tools: ServiceNow, Pega
- Remote Support: LogMeIn
- Active Directory
- Desktop Support & Applications Installation
- Microsoft Windows & Office
- Analytical Thinking & Incident Management
- Python, Power BI, Basics of R
- Excel, Tableau, Statistics
Websites
Certification
Best Engineer Certification - Wipro Technologies, 2019
Languages
- English (Fluent)
- Hindi (Fluent)
- Kannada (Native)
Timeline
Support Engineer
Glowtouch Technologies
06.2022 - Current
Desktop Engineer
Wipro Technologies
11.2019 - 05.2022
Service Desk Engineer
Wipro Technologies
03.2018 - 10.2019
Best Engineer Certification - Wipro Technologies, 2019
Bachelor of Engineering in Electronics and Communication -
Maharaja Institute of Technology
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