Boxing
MANO S
Technical Support Engineer
Kamaraj Nagar, Avadi, Chennai,TN
Summary
Looking for an opportunity to work with a progressive and result oriented organization where my knowledge and skills can be utilized to the fullest to accomplish goals and further broaden my knowledge.
Overview
4
4
Languages
4
4
years of professional experience
Work History
Technical Support Engineer
CSS CORP.
CHENNAI, TAMIL NADU
11.2019 - 03.2021
- Committed to diagnosing, reproducing, and fixing customer hardware issues.
- Licensing and supporting issues on Aruba device to assist customers with problem isolation and resolution.
- Escalate the customer's case to an Aruba Global Escalation team based on needs.
- Basic network troubleshooting skills, including understanding of DNS and TCP/IP as it impacts hardware deployment, familiarity with patching network cables.
- Handling enterprise support inbound calls/email/chat wherein troubleshooting is performed based on the customer’s networking issues.
- Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case.
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
- Coordinate and monitor supply chain operations for RMA units.
- Identified process gaps and provided solutions that improve the customer's quality of service.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
Technical Support Associate
Tech Mahindra Pvt., Ltd
CHENNAI, TAMIL NADU
01.2018 - 10.2019
- Providing support in Networking & Installation of other technical aspects for application support.
- Analyze problems (both technical & Operational) & arrive at permanent solution.
- Take ownership of user problems & follow up for fast resolution on behalf of the user & communicate progress in timely manner.
- Adhering to SOP required by the process and organization.
- Given more ideas for process improvements and received appreciations for same.
- Received rolling trophies for high FCR percentage.
- Issue handling time was reduced by doing in depth analysis.
- Created many check points to ensure better solution to the customer.
- Configured hardware, devices and software to set up work stations for employees.
Senior Customer Support Executive
Barclays Asset and Sales Finance
CHENNAI, TAMIL NADU
07.2016 - 04.2017
- Responsible for interacting with Customer as well as Clients and solving their queries through emails and calls.
- (International).
- Maintaining the records of customer interactions and follow up with the clients.
- Provided feedback of the clients to the concerned departments and authorities so as to improve the services.
- Ensures that all the request, queries and complaint of customers are responded in a timely and professional manner.
- Assigned the tasks of preparing day-to-day activities.
Education
B.E - Mechanical
Sri Ram College of Engineering
HSC - undefined
Nazareth Matriculation Hr. Sec. School
SSLC - undefined
Nazareth Matriculation Hr. Sec. School
Skills
Hardware Configuration
Remote Problem Resolution
TCP/IP
Desktop support
Backup Procedures
Cloud-based Application Support
Technical Requirement Documentation
Troubleshooting
Interests
Football
Timeline
Technical Support Engineer
CSS CORP.
11.2019 - 03.2021
Technical Support Associate
Tech Mahindra Pvt., Ltd
01.2018 - 10.2019
Senior Customer Support Executive
Barclays Asset and Sales Finance
07.2016 - 04.2017
SSLC - undefined
Nazareth Matriculation Hr. Sec. School
HSC - undefined
Nazareth Matriculation Hr. Sec. School
B.E - Mechanical
Sri Ram College of Engineering