Merrill Fernandes
Mangalore
Summary
To work in a challenging Environment where I can learn and improve my skills and to further develop my abilities in the field of computer science and to contribute towards Organizational Growth. Motivated to learn, grow and excel in Engineering Service and Support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Support Analyst
British Orient Infotel
12.2024 - Current
- Delivered comprehensive support to internal and external users across multiple channels including calls, emails, chats, and remote sessions using tools such as Microsoft Teams.
- Investigated and resolved technical issues by identifying root causes, ensuring timely and professional solutions aligned with organizational SLAs and TATs.
- Demonstrated strong multitasking capabilities by managing multiple support tickets simultaneously while handling real-time communication via various platforms.
- Took full ownership of assigned tickets from initial response to resolution, including escalation and collaboration with cross-functional teams for effective issue resolution.
- Maintained thorough and accurate documentation of all user interactions and ticket progress using Jira, ensuring visibility and accountability.
- Efficiently navigated and supported multiple product versions and platforms, including web admin tools, Jira, and Confluence, while using various internal systems to troubleshoot user issues.
- Maintained proactive communication with reporting managers, regularly updating ticket status and escalating complex issues to second-line support when necessary.
- Ensured high-quality service while managing continuous call flow, email queries, and chat sessions, primarily supporting UK-based users.
Analyst II Infrastructure Services
DXC Technology India
04.2022 - 11.2024
- Providing Support for MetLife Employees
- Assisting the Clients in Installing and Configuring Software
- Troubleshooting Network Issues
- Implementing Changes based on the request
- Completing accurate case documentation for all incidents and requests
- Handling Calls and e-mails, Chats and Self-service tickets to answer client's queries
- Trouble shooting Technical issues (Windows, MAC, Desktop, Laptop and Mobile devices)
- Awarded Champ award for Best performer in Q4 FY-2224 as well as commendation for excellence directly from client
- Performed hardware troubleshooting not just to laptop itself but to external devices as well as troubleshooting related to driver components
- Providing Network access support, both general connectivity and specific service support
- Increased Customer Satisfaction survey by Resolving the Issues within 14 minutes in an average as well as high csat and FCR score
- Assisted other agents as a floor support as well as handled escalations and callback tickets
- Maintained excellent attendance record, consistently arriving to work on time, along with timesheet update as well as completing company training and quizzes and responding to emails in a timely manner
System Administrator
Glowtouch Technology, Diya Systems
09.2021 - 04.2022
- Working as a technical support and handling calls in order to troubleshoot technical issues related to web hosting
- Working with supervisors and management in meeting team goals
Virtual Customer Service Associate
Amazon
09.2020 - 03.2021
- Answering Customer Inquiries:
Respond to customer inquiries promptly and accurately, providing clear and concise information.
Problem Solving:
Identify and resolve customer issues efficiently and effectively, escalating complex issues when necessary.
Order Management:
Assist customers with order inquiries, tracking shipments, and processing returns or exchanges.
Customer Support:
Provide technical support, product information, and general assistance to customers.
Communication:
Maintain clear and professional communication with customers, both verbally and in writing.
Documentation:
Accurately document customer interactions and issues in the company's CRM or other relevant systems.
Performance Tracking:
Monitor and track customer service metrics to identify areas for improvement.
Education
Bachelor of Engineering - Computer Science
St Joseph Engineering College
Mangaluru, Karnataka08.2020
Pre-university course - PCME
Aloysius Pre-University College
Mangaluru, Karnataka05.2016
SSLC - undefined
St Aloysius High School
Mangaluru, Karnataka03.2015
Skills
- Assisting Clients in Installing and Configuring Software
- Troubleshooting Network Issues
- Implementing Changes
- Case Documentation
- Handling Calls and e-mails
- Troubleshooting Technical Issues
- Hardware Troubleshooting
- Providing Network Access Support
- Customer Satisfaction Improvement
- Escalation Handling
- Attendance Management
- Analysis of Technical Issues
- Ability to Learn New Software and Hardware
- Ability to Comprehend and Resolve End-user Issues
- Good Interpersonal Skills
- Time Management
Languages
English
Kannada
Hindi
Certification
AWS Certified Cloud Practitioner, Amazon Web Services, 10/01/23, https://aws.amazon.com/verification
Timeline
Product Support Analyst
British Orient Infotel
12.2024 - Current
Analyst II Infrastructure Services
DXC Technology India
04.2022 - 11.2024
System Administrator
Glowtouch Technology, Diya Systems
09.2021 - 04.2022
Virtual Customer Service Associate
Amazon
09.2020 - 03.2021
Pre-university course - PCME
Aloysius Pre-University College
SSLC - undefined
St Aloysius High School
Bachelor of Engineering - Computer Science
St Joseph Engineering College
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