Manjunath V
Bangalore
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
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
5
5
years of professional experience
Work History
Technical Support Engineer
Cloud Software Group
Bangalore
05.2021 - Current
- Company Overview: ShareFile is a secure content collaboration, file-sharing, and sync software that supports all the document-centric tasks and workflow needs of small and large businesses.
- The company also offers cloud-based or on-premises storage, virtual data rooms, and client portals.Providers (IDPs), such as Okta, Azure AD, and ADFS, ensuring secure and efficient authentication processes.
- Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation
- Functioned as a Knowledge-Centered Services (KCS) coach, actively involved in creating and updating over 200 knowledge base articles, promoting best practices, and ensuring the dissemination of relevant information across the team
- As a break-fix team assisted with issues related to Podio configurations, feature queries and RightSignature which are SaaS products for global customers
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Resolved complex technical problems through root cause analysis techniques.
- Collaborated with developers to resolve recurrent faults.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Trained end-users and internal staff on new technologies and system updates.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Collaborated with engineering and product teams to identify and rectify recurring technical issues.
Process Executive
Hewlett Packard Enterprise
Electronic-city Bangalore
08.2019 - 05.2021
- Company Overview: HPE is the global edge-to-cloud company built to transform your business
- How
- By helping you connect, protect, analyze, and act on all your data and applications wherever they live, from edge to cloud, so you can turn insights into outcomes at the speed required to thrive in today’s complex world
- Log a ticket in Salesforce, understand the priority of the issue, and set them accordingly
- Engage with Technical engineers in escalating the cases to get them addressed in a timely manner
- Collect the logs of the server, analyze and diagnose the part of its function using the internal tool and placing the order for new ones for the defective parts based on the analysis
- Monitor the backlog cases and provide an update on a regular basis to the customer via email/phone with the process of their server part orders and resolve
- Meeting the SLA, scoring the goodwill of customers and their satisfaction
- Involved in beta testing of internal tools of its user interface features and functions
- Worked towards enhancing knowledge on the server (hardware) Proline DL series of self and involved in knowledge transfer of the same
- Generate the backlog reports and run the volume analysis
- Taking ownership in follow-up on peers' cases on their unscheduled absence
- HPE is the global edge-to-cloud company built to transform your business
- How
- By helping you connect, protect, analyze, and act on all your data and applications wherever they live, from edge to cloud, so you can turn insights into outcomes at the speed required to thrive in today’s complex world
Education
BE - Civil Engineering
Visvesvaraya Technological University
Bangalore06.2019
SN BHAT indipendent PU collage -
Department of Pre-university Education
Bangalore03.2014
Skills
- Splunk
- Postman
- Salesforce
- JIRA Systems
- Intranet
- Software Updates
- Debugging
- Process Improvement
- System Troubleshooting
- Application installations
- Teamwork and Collaboration
- Customer Relationship Management
- Customer Service
- Problem Resolution
- Bug tracking
- Training and mentoring
- Technical Support
- Root Cause Analysis
- Mobile Device Management
- Remote Support
- Issue Escalation
- Training material development
- Requirements Gathering
- Troubleshooting and diagnosis
- Employee Training
Accomplishments
- Demonstrated consistent top performance, ranking within the top 5 performers in every quarter at Sharefile since May 2021.
- Recognized for artistic talents through participation in inter-school painting competitions, securing awards for excellence.
- Served as the primary coordinator for various cultural activities during school, college, and engineering studies. Held the position of head of cultural activities at my engineering college, showcasing leadership and organizational skills in managing diverse cultural events.
Languages
- Kannada, Native
- English, Proficient
- Hindi, Proficient
- Tamil, Intermediate
- Telugu, Intermediate
Passions
- Fitness
- Gamer enthusiast
- Biker
- Online activities
Timeline
Technical Support Engineer
Cloud Software Group
05.2021 - Current
Process Executive
Hewlett Packard Enterprise
08.2019 - 05.2021
BE - Civil Engineering
Visvesvaraya Technological University
SN BHAT indipendent PU collage -
Department of Pre-university Education
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