Summary
Overview
Work History
Education
Skills
Technical Profile
Hobbies and Interests
Certification
Accomplishments
Languages
Timeline
Generic
Manisha V

Manisha V

Bangalore

Summary

Customer-focused Technical Analyst committed to creating dynamic implementation strategies along with providing installation and configuration expertise. Offering skills in training, diagnostics and troubleshooting. Ready for a new position that involves generating action plans for team management and technical needs.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Analyst

Computacenter
Bangalore
02.2022 - Current
  • Initially worked as a 1st line support which involved providing technical support for hardware, software and network issues to end-users via phone, chat and remote access. Assist users with installation of new applications and system upgrades.
  • Worked as NPS Analyst which involved analyzing customer feedback,Utilize statistical techniques and data visualization tools to interpret NPS scores and trends accurately.
  • Prepare regular reports on NPS metrics and trends for various stakeholders, including senior management, marketing teams, and customer service departments.
  • Served as a subject matter expert on NPS methodology and best practices, providing guidance and support to internal teams as needed.
  • Promoted as Request management SME to a new pilot batch project which involved getting trained from the client directly,preparing training documents and training globally
  • Served as a point of escalation for complex technical issues that frontline support staff encounter.
  • Developed and delivered training programs to onboard new team members and upskill existing staff. These training sessions cover technical topics, best practices, and service desk procedures to ensure that support staff have the knowledge and skills required to perform their roles effectively.
  • Improved the overall competency and performance of the service desk team, leading to enhanced customer satisfaction and service delivery.

Design Engineer

DRDO
Bangalore
01.2018 - 01.2021
  • Worked for a secure project wherein we create, draft and designs of the full aircraft to improve the efficiency and overall performance of the aircraft with numerous iterations using CATIA V5/V6 and AutoCAD softwares.

IT Operations Analyst

Accenture Pvt. Ltd
Bangalore
01.2017 - 01.2018
  • Provided application support for portal deployed at client site with creation of MS exchange mailbox for users, O365 for all account holders
  • Responsible for smooth functioning of mailboxes and portal providing hassle resolution for email accounts creation in active directory, password resets, account lockout, recovering accounts, migrating accounts etc.

Customer Helpdesk

BT e-serve Pvt Ltd
Bangalore
01.2015 - 01.2016
  • Instrumental in installation of new software and hardware by coordinating user setups and installations conjointly responsible for building and maintain the day to day operation of computer networks.
  • Provided technical support to BT employees through various channels.

Education

Bachelor of Engineering & Technology - Civil Engineering

Vivekananda College of Engineering And Technology
Puttur
06-2015

Higher Secondary Education -

St. Philomena PU College
Puttur
06-2012

SSLC -

St. Victor Girls High School
Puttur
06-2010

Skills

  • Technical Support
  • Client Relations
  • Performance Assessment
  • Service Level Agreements
  • Training abilities
  • Remote Support
  • Incident Management
  • User Training
  • Device Installation
  • Technical Troubleshooting
  • Report Preparation
  • Error Detection
  • Interpersonal Skills
  • System Performance Assessments

Technical Profile

Technology Analyst with well-rounded background, implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals, troubleshooting problems, and recommending hardware and software solutions.

Hobbies and Interests

  • Dancing
  • Trekking and Hiking

Certification

  • ITIL V4 Certified

Accomplishments

  • Bravo awards for best performance and technical training

Languages

Malayalam
First Language
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
kannada
Upper Intermediate (B2)
B2

Timeline

Technical Analyst

Computacenter
02.2022 - Current

Design Engineer

DRDO
01.2018 - 01.2021

IT Operations Analyst

Accenture Pvt. Ltd
01.2017 - 01.2018

Customer Helpdesk

BT e-serve Pvt Ltd
01.2015 - 01.2016

Bachelor of Engineering & Technology - Civil Engineering

Vivekananda College of Engineering And Technology

Higher Secondary Education -

St. Philomena PU College

SSLC -

St. Victor Girls High School

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Manisha V