CRM
Manoj Kumar M
Senior Support Executive
Banglore
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
5
5
Languages
Work History
Senior Technical Support Representative
Concentrix Daksh service pvt Ltd.
Bangalore
09.2020 - 06.2022
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed team communications and information for meetings.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Technical Support Representative
24/7.ai
Banglore
03.2019 - 03.2020
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
Education
High School Diploma -
Shri Vidya Bharathi High School
Chikmaglur, India 06.2010 - 04.2011
Associate of Science - Pre-University College
Vidyaniketan PU College
Banglore, India 06.2011 - 04.2013
Bachelor of Engineering - Telecommunications And Engineering
Donboso Institute of Technology
Banglore,India 08.2014 - 05.2019
Skills
Application support
undefinedSoftware
Aws
IntelliJ
Jarvis
Totality
Certification
Aws
Interests
Cricket
Travelling
Hiking
Cooking
Bike rides
Long drives
Timeline
Aws
06-2022
CCNA
06-2022
Software Testing
06-2022
Senior Technical Support Representative
Concentrix Daksh service pvt Ltd.
09.2020 - 06.2022
Technical Support Representative
24/7.ai
03.2019 - 03.2020
Bachelor of Engineering - Telecommunications And Engineering
Donboso Institute of Technology
08.2014 - 05.2019
Associate of Science - Pre-University College
Vidyaniketan PU College
06.2011 - 04.2013
High School Diploma -
Shri Vidya Bharathi High School
06.2010 - 04.2011
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