Payal Meshram

Technical Support Engineer

Concentrix

Pune

07.2024 - 01.2025

Provided technical support for software and hardware issues to clients.
Troubleshot network connectivity problems and guided users through solutions.
Educated users on software features and best practices during support calls.
Maintained up-to-date knowledge of products and services offered by the company.
Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Resolved complex technical problems through root cause analysis techniques.
Provided remote assistance to end-users when needed.
Installed and tested operating systems, applications, updates, patches, and service packs.
Collaborated with teams to solve technical customer problems across product suites.
Collaborated with developers to resolve recurrent faults.
Updated software versions with patches and new installations to close security loopholes and protect users.
Analyzed system logs for potential problems or errors related to system performance or security threats.
Conducted regular system maintenance and software updates to ensure operational efficiency.
Diagnosed and resolved complex technical issues to ensure optimal system functionality.
Designed and executed system testing protocols to validate functionality after updates or repairs.
Enhanced system security measures to protect against unauthorized access and data breaches.
Analyzed customer feedback to develop targeted improvements in technical support services.
Recommended system enhancements and upgrades to support evolving business needs.
Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Developed training materials and procedures or trained users in proper use of hardware or software.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Adapted communication style to effectively convey technical information to non-technical audiences.
Monitored system performance metrics to proactively address potential issues.
Developed and maintained comprehensive documentation for troubleshooting and system configurations.