Summary
Overview
Work History
Education
Skills
Timeline
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Mithilesh C

Mithilesh C

Hoskote

Summary

Experienced and highly competent Senior Technical Process Executive with a strong foundation in troubleshooting and resolving Level 1 and Level 2 technical tickets for international clients. Demonstrated ability to manage end-to-end ticket resolution processes across multiple time zones and complex environments. Progressed internally to the role of Quality Analyst, showcasing strong analytical and process improvement skills through daily auditing and quality assurance contributions.

Overview

2
2
years of professional experience

Work History

Senior Technical Process Executive (Quality Analyst)

Infosys BPM
07.2024 - Current
  • Experienced and highly competent Senior Technical Process Executive with a strong foundation in troubleshooting and resolving Level 1 and Level 2 technical tickets for international clients.
  • Demonstrated ability to manage end-to-end ticket resolution processes across multiple time zones and complex environments.
  • Progressed internally to the role of Quality Analyst, showcasing strong analytical and process improvement skills through daily auditing and quality assurance contributions.
  • Handled and resolved Level 1 and Level 2 technical support tickets across various domains including hardware, software, network, and system issues.
  • Provided timely, accurate, and effective solutions to end-users by following standard operating procedures and client-specific protocols.
  • Collaborated with cross-functional teams for escalations and root cause analysis of recurring issues.
  • Maintained detailed documentation of issues, troubleshooting steps, and resolutions for future reference and knowledge base enhancement.
  • Promoted internally to Quality Analyst within the same process and project, reflecting strong domain expertise, and leadership potential.
  • Provided feedback to team members to enhance performance, and ensure adherence to SOPs and client expectations.
  • Worked closely with the training and operations teams to bridge knowledge gaps and reinforce best practices.
  • Played a key role in maintaining and improving the overall process quality and client satisfaction.
  • Technical Skills: Troubleshooting (Windows, Linux, Mac), Networking basics, System diagnostics.
  • QA Tools/Frameworks: MS Excel, Powerbi dashboard
  • Soft Skills: Attention to detail, analytical thinking, communication, time management, client handling.
  • Consistently met or exceeded SLA targets and KPIs.
  • Successfully contributed to process improvement and knowledge base development.

Desktop Support Engineer

New found infotech Pvt Ltd
Bengaluru
03.2023 - 07.2024
  • 1+ years of IT Experience and 6 months of hands-on experience in Desktop Support Engineer.
  • Capable IT desktop Engineer experienced in helping users correct problems with computer systems mobile devices, and peripheral equipment.
  • Skills in installing applications and computer peripherals.
  • Monitor tickets that are raised to identify and diagnose problems.
  • Ability to guide users with simple, step-by-step instructions as required.
  • Investigate, Troubleshot and resolve daily issues related to workstations.
  • Providing installation, configuration and support of desktop computers peripheral equipment and software.
  • Collaborate with the infrastructure & web applications teams to resolve complex issues and ensure efficient operation of the desktop computing environment.
  • Work with hiring managers to order hardware/software for new employees and set up new workstations in a timely manner.
  • Perform routine updates of desktop hardware and software.
  • Rebuild, configure and repair desktop equipment as needed.
  • Maintain IT ticketing system and standards using service now.

Education

B.E - Computer science and engineering

Visvesvaraya Technological University
Karnataka

Pre-university education -

Karnataka board

10th -

CBSE

Skills

  • ServiceNow
  • Operating systems (Linux, Windows, Mac)
  • Programming languages (C, Python, Java, C, HTML & CSS)
  • Troubleshooting
  • Networking basics
  • System diagnostics
  • MS tools (Excel, PowerPoint, Word)
  • Power BI dashboard
  • Client handling
  • Quality assurance
  • Data analysis
  • Problem Solving & Critical Thinking

Timeline

Senior Technical Process Executive (Quality Analyst)

Infosys BPM
07.2024 - Current

Desktop Support Engineer

New found infotech Pvt Ltd
03.2023 - 07.2024

B.E - Computer science and engineering

Visvesvaraya Technological University

Pre-university education -

Karnataka board

10th -

CBSE

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Mithilesh C