Summary
Overview
Work History
Education
Skills
Languages
Awards
Hobbies and Interests
Disclaimer
Personal Information
Timeline
Generic

NIRANJAN K K

Bangalore

Summary

A friendly Technical Support Engineer seeking a position in which my experiences and training can help to increase the value of the organization.

Overview

10
10
years of professional experience

Work History

TECHNICAL PROCESS SPECIALIST

CITRIX/INFOSYS
06.2021 - Current
  • Citrix products licensing to customers of small to medium business, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels.
  • Performing problem analysis and isolating problems with general oversight or instruction from Leads or Management and the help of senior colleagues.
  • Achieving and adhering to established Service Level Agreements, maintain targeted call statistics such as number of calls answered, number of cases closed, or issues resolved and Key Performance Indicators.
  • Validating and qualifying complex customer issues and business impact which may require collaboration with more senior-level team members or other vendors.
  • Contributing to the Citrix knowledgebase in the form of new or updated articles/documents focused on issue resolution or prevention.
  • Documenting cases, recommendations, and resolutions clearly in the CRM system.
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.
  • Involved in designing the customer support chatbot process.

SENIOR ASSOCIATE HELPDESK TECHNICIAN

DXC TECHNOLOGY
01.2019 - 05.2021
  • Provided end-users solutions on application issues on calls, chats, emails, and portals.
  • Resolving customer issues using the relevant tools and systems, helping end users with installation, configuration and maintenance of the PC and Software.
  • Creating tickets on SNOW (service now) and escalating the issue to next-level support if necessary.
  • Monitored ticket queues and handle tickets appropriately. Engage in administrative tasks such as adding, modifying, and deleting group mailboxes and email.
  • Working closely with the managed service provider and senior IT staff, facilitate collaborative work teams to resolve any infrastructure issues related to the email and messaging platforms (Network Services, Security, Server Admins, Backup and Storage team, and other applications teams)
  • Inbound/Outbound mail flow troubleshooting on all the versions of the Exchange server.
  • Maintained detailed technical documentation of all systems and related training processes.
  • Hands-on handling of access requests and password reset of ERP system.
  • Assisting users with provisioning and deprovisioning of user accounts.
  • Experience in active directory.

REPORTING ANALYST

IRON MOUNTAIN SERVICE PVT LTD
06.2016 - 03.2017
  • Create customized tools and applications to handle the specific reporting needs of a business.
  • Creating and maintaining efficient and secure systems for recording data and producing documents.
  • Prepare reports and Checking Service level agreements.
  • Experience cum working knowledge of computers and SAP business intelligence tools.
  • Generating reports from ERP SAP BI tool.

SUPPORT ENGINEER

IIHT
11.2015 - 05.2016
  • Supported in setting up the lab environment based on demand.
  • Technical support for student lab setup.
  • Technical support in software installation and configurations.
  • Built skills in supporting and troubleshooting in Windows Server & Windows 8 & 10 desktops.
  • Built skills in supporting and troubleshooting Network setup.
  • Built Skills in supporting MS Office tools, Exchange server and Corporate.

Education

B.E - TELECOMMUNICATION & ENGINEERING

CIT
Ponnampet, Coorg
01.2015

PUC -

Pre-University College
Murnad, Coorg
01.2011

SSLC -

St. Michael's High School
Madikeri, Coorg
01.2009

Skills

  • Client Operating Systems:Windows 11,Windows 10, Windows 8 / 81,Windows 7
  • Server Operating System:Windows Server OS (2012 R2),Linux (RHCSA trained)
  • CompTIA (A):Networking,Hardware Fundamentals,Managing & troubleshooting
  • Virtualization:Hyper-V &VMware workstations, Citrix Hypervisor
  • Microsoft Office:MS Word, MS PowerPoint, MS Excel
  • CRM tool:Salesforce, ServiceNow
  • Cloud platform:AWS Practitioner trained

Languages

Kannada
English
Hindi

Awards

  • Meeting KPI goals month on month and ensuring a high level of performance.
  • Achieved performance awards by completing KPIs with accuracy and efficiency in multiple quarters.

Hobbies and Interests

  • Networking
  • Cloud computing
  • Artificial Intelligence

Disclaimer

I am keen to continue my career and prepared to work hard to achieve my organization's objectives and I hereby declare that the information furnished above is true to the best of my knowledge.

Personal Information

  • Father's Name: Kaveriappa K R
  • Mother's Name: Meenakshi K K
  • Date of Birth: 03/14/93

Timeline

TECHNICAL PROCESS SPECIALIST

CITRIX/INFOSYS
06.2021 - Current

SENIOR ASSOCIATE HELPDESK TECHNICIAN

DXC TECHNOLOGY
01.2019 - 05.2021

REPORTING ANALYST

IRON MOUNTAIN SERVICE PVT LTD
06.2016 - 03.2017

SUPPORT ENGINEER

IIHT
11.2015 - 05.2016

B.E - TELECOMMUNICATION & ENGINEERING

CIT

PUC -

Pre-University College

SSLC -

St. Michael's High School

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