Prakash Shenoy
Bangalore
Summary
Excel in devising strategies to boost service desk efficiency, streamline workflows, and elevate customer satisfaction. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Do have a strong grasp of ITIL best practices, a dedication to SLA compliance, and a knack for resolving intricate technical challenges while upholding professionalism. Exceptional communication and leadership skills enable me to foster teamwork, efficiently manage incidents, troubleshoot problems, and minimize recurring issues through root cause analysis.
Overview
12
12
years of professional experience
Work History
Shift Lead
Stats Perform
Bangalore
04.2021 - Current
- Led a cross functional upgrade of our customer support system, reducing support inquires by nearly 70%
- Oversaw support ticket queue, managing escalations to ensure prompt and efficient issue resolution, and served as a final escalation point for complex customer concerns, guaranteeing high customer satisfaction
- Fostering a team of 7 people to utilize their maximum potential for their professional career growth
- Analyzing customer feedback and support metrics to identify trends and areas for improvement
- Proactive measurements for reducing impact of incidents by 23% over the previous fiscal year.
- Acted as a point of escalation for complex customer issues, providing timely and effective resolutions to ensure customer satisfaction
- Creating and maintaining support documentation, knowledge base articles, and tutorials to enhance the customer experience
Support Engineer
Performgroup Media
Mangalore
12.2015 - 04.2021
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues
- Resolved customer inquiries in a timely manner by utilizing problem-solving skills
- Deployed new applications to end users' machines remotely or onsite.
Customer Support Executive
Performgroup Media
Mangalore
04.2013 - 12.2015
- Resolved customer complaints in a timely manner while maintaining a positive attitude
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
Support Analyst
Mphasis an HP Company
Mangalore
01.2012 - 03.2013
- Provided technical support to customers via phone, email and live chat
- Answered customer inquiries regarding products, services, billing and accounts.
Education
Bachelors of Computer Application -
Canara First Grade College
Skills
- Leadership and Mentoring
- Training and Development
- Customer Relationship Management
- Confluence and Jira
- ServiceNow
- Operations Management
- Cross-Functional Collaboration
Additional Information
- Participated in Materials' Science symposium held at Mangalore University College, Mangalore.
- Participated and won the Gaming tournament conducted by Canara Engineering College, Mangalore.
- Participated in Recent Advances in Photonics conducted by Department of Atomic and Molecular Physics, Manipal
Timeline
Shift Lead
Stats Perform
04.2021 - Current
Support Engineer
Performgroup Media
12.2015 - 04.2021
Customer Support Executive
Performgroup Media
04.2013 - 12.2015
Support Analyst
Mphasis an HP Company
01.2012 - 03.2013
Bachelors of Computer Application -
Canara First Grade College
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