Niranjan Manickaraj
Erode
Summary
Logical Service Engineer with extraordinary troubleshooting and problem-solving skills. Offering over 3.6years of experience performing equipment installation, inspection and assembly. Well-versed in monitoring installed equipment and maintaining equipment in proper condition.
Overview
6
6
years of professional experience
Work History
Service Desk Team Lead
UST Global
Chennai, India
06.2022 - 11.2023
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
- Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
- Enhanced team performance by providing regular coaching, feedback, and training sessions.
- Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
- Maintained a high level of technical knowledge with ongoing professional development and certifications.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Conducted periodic reviews of team member''s performance against set KPIs offering constructive feedback as needed.
- Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Service Desk Engineer
Nawkar Technology Private Limited
06.2019 - 02.2022
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Tested and checked performance of hardware and software programs.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Installed, configured and tested equipment on specialized platforms.
- Incident management under Service now ticketing tool
- Active directory management
- Remote support using VMware and dameware
Service Desk Analyst
hcl technologies
01.2019 - 05.2019
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Engaged in user support interactions via telephone, chat and email platforms.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Technical Support Associate
Tech mahindra
03.2018 - 07.2018
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and input commands to troubleshoot areas.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Recorded and maintained relevant notes for each client and work order.
- Authored technical requirement documentation to suit business goals and technological limits.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Analyzed massive quantities of deep-dive information for Big Data projects.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
Education
Bachelor of Engineering - Mechanical Engineering
Anna University
Chennai04.2014
Skills
- Verbal and Written Communication
- Account Administration
- Tracking and Documentation
- Help Desk Support
- Issue and Resolution Tracking
- System Performance Assessment
- Computer Diagnostics
- Analytical and Methodical
- Collaborative Team Player
- Attention to Detail
- Active Listening
- Customer Service Support
- Defect Analysis and Resolution
- Hardware and Software Repair
- Microsoft Windows and Office
- Technical Troubleshooting
- Troubleshooting Network Issues
- Interpersonal Skills
- Multitasking and Prioritization
- Error Detection
- System Maintenance
- Remote Technical Support
- Service Desk Team Management
- LAN and WAN Assessment
Timeline
Service Desk Team Lead
UST Global
06.2022 - 11.2023
Service Desk Engineer
Nawkar Technology Private Limited
06.2019 - 02.2022
Service Desk Analyst
hcl technologies
01.2019 - 05.2019
Technical Support Associate
Tech mahindra
03.2018 - 07.2018
Bachelor of Engineering - Mechanical Engineering
Anna University