Mayank Giri
Noida
Summary
Working as a Senior Technical Support and Quality Analyst, I handle escalation calls, manage P1 issue creation, monitor recurring issue trends, conduct meetings with the Level 3 team, and ensure SLAs are consistently maintained.
Overview
6
6
years of professional experience
Work History
Quality Analysts
Infoneo technology
Noida
11.2023 - Current
- Working a quality analyst and senior tech support engineer at Infoneo technology
- Worked in projects like subway , Direct deals
- Keeping SLA intact maintaining backlog incidents assignments handling escalation calls
- Maintained quality assurance procedure documentation
- Handling p1 issues , access management Microsoft 365 support
Senior Analyst
Capgemini
Noida
04.2022 - 11.2023
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Identified potential risks and created plans to mitigate them.
Technical Support Engineer
Amazon Development Center
Noida
08.2020 - 03.2022
- Provided technical support to customers via phone, email and chat.
- Provided customer service to business clients over the phone and in person.
- Developed, implemented, and maintained incident management policies and procedures.
- Monitored system performance metrics to identify trends or anomalies.
Associate
Tech Mahindra
Noida
06.2019 - 01.2020
- Provided technical assistance and support to end users for hardware, software, network and peripheral issues.
- Resolved customer service requests in a timely manner and escalated complex problems as needed.
Education
Bachelor of Computer Applications -
Institute of Management Studies
Noida08.2019
Skills
- Problem-Solving
- Teamwork and Collaboration
- Computer Security
- Technical Troubleshooting
- Performance Optimization
- Application Installations
- Hardware Upgrades
- Software Updates
- Issue Research
- Technical Support
- Automation Expertise
- Test Planning
Timeline
Quality Analysts
Infoneo technology
11.2023 - Current
Senior Analyst
Capgemini
04.2022 - 11.2023
Technical Support Engineer
Amazon Development Center
08.2020 - 03.2022
Associate
Tech Mahindra
06.2019 - 01.2020
Bachelor of Computer Applications -
Institute of Management Studies