Summary
Overview
Work History
Education
Skills
Languages
Disclaimer
Professionalskillset
Personal Information
Languages
Timeline
Generic
Poornima K N

Poornima K N

K R Nagara

Summary

Adept Technical Support Engineer with a proven track record at SAP India Pvt. Ltd, specializing in system diagnostics and customer support. Expert in Windows OS, SCCM, and remote assistance tools like TeamViewer. Known for enhancing technical support services through insightful customer feedback analysis, demonstrating exceptional problem-solving skills and maintaining high customer satisfaction.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

SAP India Pvt. Ltd
Bangalore
11.2023 - Current
  • Ticketing Tool: service now
  • Remote Support Tool -

1) System center 2012 configuration manager (SCCM)

2) Remote desktop Connection

  • Diagnosed and resolved complex technical issues to ensure optimal system functionality.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Analyzed customer feedback to develop targeted improvements in technical support services.

Technical Support L1 engineer

Wipro limited
12.2021 - 09.2023
  • Troubleshot, investigate and solve issues in MAC OS, Windows, Android, Office 365 applications
  • Hands-on expertise in the latest (AV/VC) meeting room solutions and Technologies integrated with MS Teams
  • Familiar with tools like Power BI, RDP, JamPro, Azure AD, SCCM, Intune, MDM, Internal asset management tool, internal vendor call logs management tools
  • Proficient in incident management tool like ITSM, HCSM, HCSM-configurable workspace, IT direct
  • Perform routine updates of laptop to maintain compliance

Education

SSLC -

B S Madappa English Medium High School
K R nagara, Karnataka
01.2016

Bachelor of Science -

Govt. First Grade College
K R Nagara, Karnataka

PUC(PCMB) -

Govt. Girls PU College
K R Nagara, Karnataka

Skills

Software Skills

  • Operating Systems:Proficiency in Windows (all major versions), macOS, and basic Linux troubleshooting
    Installing, updating, and configuring operating systems
  • Software Installation & Configuration: Installing and configuring applications, drivers, and utilities
  • System Imaging: Creating and deploying system images using tools like Acronis, Norton Ghost, or Windows Deployment Services (WDS)

Networking Skills

  • Basic Networking Knowledge: Understanding TCP/IP, DNS, DHCP, LAN/WAN configurations, and Wi-Fi troubleshooting
  • VPN Configuration: Setting up and troubleshooting VPN connections
  • Network Security: Applying basic security measures like firewalls and antivirus software

Remote Support

  • Remote Assistance Tools: Using tools like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP) to provide off-site support
  • Ticketing Systems: Familiarity with service desk tools like ServiceNow, JIRA, or Zendesk

System Maintenance

  • System Updates: Managing and deploying updates through tools like WSUS, SCCM, or Intune
  • Backup & Recovery: Implementing backup solutions and performing data recovery

Mobile device support

  • MDM Solutions: Familiarity with mobile device management tools like Intune or AirWatch for managing smartphones and tablets
  • Mobile OS troubleshooting: supporting Android and iOS devices

Languages

  • English
  • Kannada

Disclaimer

I, POORNIMA K N hereby declare that the information given above is true and correct to the best of my Knowledge.

Professionalskillset

Basic knowledge in windows 7/8/10, Basic knowledge, MS Access, MS Excel, MS PowerPoint, Text pad, MS-Office 2003, MS-Office 2007-2016

Personal Information

  • Father's Name: Narayana Gowda
  • Date of Birth: 09/11/00
  • Religion: Hindu

Languages

Kannada
First Language
English
Proficient (C2)
C2

Timeline

Technical Support Engineer

SAP India Pvt. Ltd
11.2023 - Current

Technical Support L1 engineer

Wipro limited
12.2021 - 09.2023

SSLC -

B S Madappa English Medium High School

Bachelor of Science -

Govt. First Grade College

PUC(PCMB) -

Govt. Girls PU College

Similar Profiles

CREATE PROFILE
Poornima K N