Prabhu Guruviah
IT support Specialist
ERNAKULAM,Kerala
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
24
24
years of post-secondary education
4
4
Language
Work History
IT Technical Support Specialist
Norwin Technologies
Chennai, Tamilnadu
01.2023 - Current
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Gained strong leadership skills by managing projects from start to finish.
- Applied effective time management techniques to meet tight deadlines.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked well in a team setting, providing support and guidance.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
Senior Technical Support Engineer
CSS Corp Ltd
Chennai
02.2020 - 06.2022
- Working on sales force integrated 8x8 along with CRM tools
- Take personal ownership of customer’s issues and follow problems through to resolution, Ensuring complete and thorough solutions for both internal and external customers.
- Provide leadership in advanced call management, video conferencing, call recording, attendant consoles, and voice integration with other devices.
- Assist with escalating and handing off problems when necessary and assists in providing proper documentation and communication at handoff points
- Assists with coordinating technical staff support (internal and external) for escalated problems / Creating Jira’s if needed.. Works to resolve all issues in a timely manner.
- Manages the remote installation, maintenance, and monitoring of the organization’s telecom infrastructure.
- Setting Follow ups to resolve the customer’s issue on customer’s preferred date and time.
- Provide monitoring of all telecoms related devices to ensure best in class service.
- Excellent listening and communication skills to analyze the customer’s exact issue.
- Quick and accurate decision-making skills with flexibility in work.
- Focused on the retention of active Business Customers through active listening, empathy, and assuming ownership of customer issues through to resolution
- Providing insights of upcoming issues to create knowledge articles for reference
Escalation Lead Team
Sutherland Global Services
Chennai
09.2015 - 07.2019
- Proficient in handling calls and providing level 1 Technical Support to end-users.
- Microsoft Outlook, Outlook Express configuration.
- Experience in installation of Windows, configuration, Technical troubleshooting, support operating systems, Microsoft application software.
- Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.
- Provided the Remote support & Net meting support using following software Log Me In Rescue.
- Excellent listening and communication skills to analyze the customer’s exact issue.
- Focused on the retention of active Business Customers through active listening, empathy, and assuming ownership of customer issues through to resolution.
- Set Follow ups to resolve the customer’s issue on customer’s preferred date and time
Application Engineer
CSS Corp Ltd
Chennai
12.2014 - 09.2015
- Sound knowledge about VoIP technology, local area network (LAN), radio frequency, and VoIP transmission.
- Excellent listening and communication skills for developing business with the clients.
- Quick and accurate decision-making skills with flexibility in work.
- Problem solving skills and ability to troubleshoot computer related problems and other problems associated with the VoIP technology.
- Capability to analyze the VoIP technical issues and give complete solutions for such issues.
- Familiarity with the modern tools, equipment’s, applications, routers, servers, networks related to the VoIP technology.
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process.
- Met and exceeded budgeted retention goals consistently, in a highly-competitive, commission driven environment.
Senior Consultant
Sutherland Global Services
Chennai
02.2011 - 06.2014
- Handling and verification of all types of property, Flood, Wind, Earthquake, and Title related Insurances documents.
- Handling International inbound and outbound calls to correct insurance certificates.
- Check policies for completeness and accuracy.
- Orders a flood policy for the home.
- Calling the insurance agent for correcting the documents. Faxes the corrections to the insurance agency and email the same to the Loan Processor.
- Handling Title commitment, Deeds, Power of attorney and prior liens of the seller and buyer of the property.
- Verification of insurance premium, deductibles, coverage amount, policy period, name and address of the policy holder etc., with the insurance agent at USA on behalf of the client.
- Faxing and email drafting for correction.
- Ordering and processing fire, wind and flood insurance policies of homeowner.
- Setting follow-up for credit verification.
Education
B.com - Marketing Management in Business
Mahatma Gandhi University
Kottayam 06.2004 - 04.2007
HSc - Commerce
Kendriya Vidyalaya
Ernakulam 06.2003 - 04.2004
SSLC -
Kendra Vidyalaya
Aluva 06.2001 - 03.2022
Skills
Driver Troubleshooting
Problem solving
Customer handling
Reporting
Process improvement
Desktop support
TCP/IP
Technical issues analysis
Microsoft Office Specialist (MOS) Expert
Ticket support system management
Customer service expert
Technical Support
Issue troubleshooting
User credential management
Network diagnostics
Windows 10
Microsoft Outlook
Wide-area Networks
Affiliations
- Platinum Client Award for getting 100% attendance
- Best Performer Award in the Property Insurance Queue
- National Cadet Corps “C” certificate holder.
- Best performer for the quarter of AMJ 2021.
- Best performed for the quarter OND 2021.
Timeline
IT Technical Support Specialist
Norwin Technologies
01.2023 - Current
Senior Technical Support Engineer
CSS Corp Ltd
02.2020 - 06.2022
Escalation Lead Team
Sutherland Global Services
09.2015 - 07.2019
Application Engineer
CSS Corp Ltd
12.2014 - 09.2015
Senior Consultant
Sutherland Global Services
02.2011 - 06.2014
B.com - Marketing Management in Business
Mahatma Gandhi University
06.2004 - 04.2007
HSc - Commerce
Kendriya Vidyalaya
06.2003 - 04.2004
SSLC -
Kendra Vidyalaya
06.2001 - 03.2022