MEGHAVARDHAN B R
Bengaluru
Summary
I am a results-driven IT professional with a strong background in technical support and process optimization. With experience managing complex systems, I have consistently achieved improvements in user satisfaction and operational efficiencies. My expertise in training and leading teams allows me to drive initiatives that enhance productivity, streamline processes, and ensure compliance with service level agreements. I am committed to delivering outstanding service and support.
Overview
4
4
years of professional experience
Work History
S@POS Coordinator
JoulestoWatts Business Solutions Pvt Ltd (HP)
02.2022 - 01.2023
- Company Overview: Business Solutions company specializing in support and coordination services
- Designed and implemented end-to-end repair processes for out-of-warranty and damaged units, improving user satisfaction by25%
- Spearheaded the transition to voice processes for the Quote & Invoice Generation teams, reducing communication ambiguities by40% and cutting resolution times by20%
- Engaged with50+ Account Managers and Service Delivery teams monthly to prioritize service for paid support and SMB users, decreasing resolution times by15%
- Successfully resolved95% of critical and executive escalations within SLA by employing a user-focused approach
- Managed ticket inflow of over500 cases per week, optimizing resource allocation to maintain service levels despite a20% team shrinkage
- Conducted process and tool training for15+ new hires, reducing onboarding time by30%
- Automated manual quote generation and GST calculation, reducing processing time by60% and enhancing accuracy with bots that processed1,000+ quotes monthly
- Assisted over2,000 users annually by troubleshooting hardware, software, and network issues for laptops, desktops, and printers via phone, email, and social media
- Designed user-friendly ticketing systems, ensuring98% compliance with SLA across all support channels
- Diagnosed and resolved100+ ERP S4 transition issues, improving system reliability by30%
- Partnered with Credit and Collection and Account Residual teams, driving a20% improvement in financial reporting accuracy
- Acted as a single point of contact for50+ Tier-1 engineers across GA and IN regions, expediting escalated cases and preventing potential delays
- Coordinated with10+ service centers across India to track parts availability, ensuring a90% success rate in fulfilling service requirements
Tech Lead
Compuworld Automation & System Care (TVS-E)
08.2020 - 02.2022
- Successfully managed the installation of50+ new systems annually, ensuring100% on-time delivery and minimizing productivity disruptions by20%
- Monitored system performance for200+ devices, identifying and resolving issues proactively to maintain a95% system uptime
- Responded to50+ critical system outages annually, minimizing downtime and reducing business impact by30% through efficient troubleshooting
- Trained20+ new engineers on laptop technical solutions and processes, decreasing onboarding errors by25% and improving team readiness
- Installed and configured hardware and software for100+ systems per quarter, enhancing operational efficiency by15%
- Led cross-functional IT service teams to resolve complex issues, providing company-wide support that improved resolution times by20%
- Handled over100 customer and internal escalations annually, achieving a98% satisfaction rate and maintaining SLA compliance
Technical Engineer
Techniks info system (TVS-E)
06.2019 - 08.2020
- Provided comprehensive technical solutions for laptops, desktops, and all-in-one PCs, resolving1,000+ customer and IT company issues annually with a95% first-call resolution rate
- Performed scheduled service work, installations, testing and repairs.
Education
Bachelor of Computer Application -
South west University
Pune, MH05.2022
High School Diploma - Computer Science & Engineering
Adarsha Polytechnic
Bengaluru, KA05.2019
Skills
- Bots
- Configuration
- CRM
- Customer Relationship Management
- Data migration
- Dynamics CRM
- ERP
- Financial reporting
- Firewall
- Gst
- Microsoft Dynamics
- Microsoft dynamics crm
- SAP
- Stakeholder Management
- System Integration
- Team Building
- Visio
LANGUAGES
Kannada
English
Hindi
STRENGTHS
- Technical Support and Problem Resolution: Proficient in handling system performance, troubleshooting, and customer service.
- Team Leadership: Skilled in team management, training new hires, and improving process efficiencies.
- Operational Excellence: Experienced in using various operational tools and enhancing reporting efficiency.
Timeline
S@POS Coordinator
JoulestoWatts Business Solutions Pvt Ltd (HP)
02.2022 - 01.2023
Tech Lead
Compuworld Automation & System Care (TVS-E)
08.2020 - 02.2022
Technical Engineer
Techniks info system (TVS-E)
06.2019 - 08.2020
Bachelor of Computer Application -
South west University
High School Diploma - Computer Science & Engineering
Adarsha Polytechnic
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