MUKESH KANNA
Subject Matter Expert
CHENNAI
Summary
Subject matter expert in technical support with a strong ability to provide clear guidance and actionable solutions. Proven track record of enhancing customer interactions and engineering processes for various products. Detail-oriented and organized, consistently meeting tight deadlines while delivering tier 2 and 3 support. Experienced in telecommunications and customer service, adept at troubleshooting complex issues efficiently and effectively.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Subject matter expert
Tech Mahindra Business Services
01.2021 - Current
- Addressed diverse range of technical issues across multiple systems and applications for customers and end-users in various time zones.
- Recorded support interactions for future reference
- Investigated product and issue resolution strategies to address customer concerns.
- Utilized ticketing systems to oversee and resolve support actions and requests.
- Mitigated escalated issues by acting as subject matter expert on diverse topics.
- Oversaw high volumes of call flow and addressed technical support requirements.
- commented Salesforce and ServiceNow
Associate Growth
Zolostays - Corporate Office Building
04.2019 - 11.2020
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Drove operational improvements which resulted in savings and improved profit margins.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Business Development Executive
KARYA Technologies
06.2018 - 01.2019
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Defined and integrated roles, responsibilities and processes for business team and data management organization.
Education
MBA - Human Resource
Madras University
Chennai 2019.04 - 2021.04
BSC - Computer Science
Alpha Arts And Science College
Chennai 2015.05 - 2018.06
Skills
Subject matter expert
Technical issues analysis
Technical documents comprehension
Network diagnostics
Customer service expert
Technical Support
Ticket support system management
Team management and coordination
Timeline
Subject matter expert
Tech Mahindra Business Services
01.2021 - Current
MBA - Human Resource
Madras University
2019.04 - 2021.04
Associate Growth
Zolostays - Corporate Office Building
04.2019 - 11.2020
Business Development Executive
KARYA Technologies
06.2018 - 01.2019
BSC - Computer Science
Alpha Arts And Science College
2015.05 - 2018.06