Nirosha Munnu Swamy
Hyderabad
Summary
Highly Passionate and customer-focused Technical Support Analyst with 5+ years of experience providing end-users efficient and effective technical assistance. Seeking a challenging position where i can utilize my strong troubleshooting skills, technical knowledge, and excellent communication abilities to resolve technical issues and enhance user satisfaction.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Techforce Analyst
Salesforce.com India Private Limited
07.2022 - 08.2023
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Resolve technical issues involving Microsoft Office, G suites, OKTA.
Windows, Mac, and other software - Installed and configured operating systems and applications.
- Follow up with customers to ensure their technical issues have been resolved
- Stay current with system information, changes, and updates.
Business Associate
Tech Mahindra
09.2020 - 09.2021
- Coordinated with IT team leaders to forecast hiring needs and department goals.
- Sourced and selected applicants for technical positions within company.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Utilized various online and offline sources to find talented technical candidates and prepare for screening process.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
CSE Associate
Amazon
09.2017 - 01.2020
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Assisted customers with locating items and providing product information
- Acting as an initial point of contact for the users to resolve their issues at the earliest by taking ownership of the issues via email
- Described product and service details to customers to provide information on benefits and advantages.
Customer Support Executive
Wipro
03.2016 - 08.2017
- Handling Inbound and outbound calls Assisting users with the 4G device network and device issues Taking ownership of the case and ensuring to give accurate resolution.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Listened to customers' questions and concerns to provide answers or responses.
- Devised recommendations to streamline and simplify customer support system and improve response time.
Customer support executive
TBSS
09.2013 - 02.2015
- Resolved customer inquiries with an average response time of 5 minutes, resulting in a 90% customer satisfaction rating
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
Education
Intermediate - CEC
New Chaitanya Jr college
06.2009 - 05.2011
Bachelor's Degree of Commerce -
Haindavi Degree college
06.2011 - 05.2015
High School Diploma -
Govt Audiah High School
Hyderabad 04.2001 -
Skills
Mac and Windows OSAbility to work independentlyResearch skillsIOS troubleshootingMicrosoft OfficeTechnical TroubleshootingHelp Desk SupportAndroid Troubleshooting
Remote Support
Problem-Solving
Timeline
Techforce Analyst
Salesforce.com India Private Limited
07.2022 - 08.2023
Business Associate
Tech Mahindra
09.2020 - 09.2021
CSE Associate
Amazon
09.2017 - 01.2020
Customer Support Executive
Wipro
03.2016 - 08.2017
Customer support executive
TBSS
09.2013 - 02.2015
Bachelor's Degree of Commerce -
Haindavi Degree college
06.2011 - 05.2015
Intermediate - CEC
New Chaitanya Jr college
06.2009 - 05.2011
High School Diploma -
Govt Audiah High School
04.2001 -