Prashanth Keshav
Senior Support Engineer - Web Coach
Mangalore
Summary
Experienced as Web Coach bringing 16 years of quality performance in customer support . Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
19
19
years of professional experience
2
2
Certifications
1
1
Language
Work History
Customer Support - Web Coach
Glowtouch Technologies
01.2008 - Current
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Led and executed customer support team strategy to reach company support goals.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
Hardware and Network Support Engineer
Leonis Networks
01.2006 - 12.2007
- Performed root cause analysis of reported issues to enact corrections.
- Diagnosed and executed resolution for network and server issues.
- Analyzed network traffic and performance metrics to optimize system performance.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Technical Service Engineer
Mars Technologies
08.2005 - 12.2005
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Tested and checked performance of hardware and software programs.
- Resolved customer complaints in prompt, polite and professional approach.
Assistant System Administrator
Unisoft India Pvt Ltd
03.2005 - 07.2005
- Researched and recommended new technologies and strategies for improving system performance.
- Planned and implemented upgrades to system hardware and software.
Education
Cisco Networking
Topgun Technologies
Bangalore04.2006
Computer Hardware
CE Cell
Mangalore04.2004
Diploma in Electronics & Communication Engg. -
Vivekananda Polytechnic
Puttur, BangalorePre – University - undefined
Vivekananda PU College
Puttur, KarnatakaSSLC - undefined
Vivekananda High School
Puttur, KarnatakaSkills
Training and Mentoring
Performance Management
Customer Service Management
Multitasking and Organization
Reporting and Analysis
Technical Skills
Assembling, maintenance & servicing of PC’s & printers, Installation & troubleshooting of Hardware components, Installation & handling of operating systems, Installation of Application & all programming software, Windows 95/98/NT/2000/XP, DOS, Win 2K server, Win 2003 server, Network designing, installation & configuration, Network essentials, devices & cabling, Network operating systems & protocols, c, c++, Micro Processor 8085, 86, 88, MS office 97/2000/XP/2003, CCNA, CCNP, Designing simple LAN, WAN networks, Initial Configuring ROUTERS, SWITCHES for administrative functionality, IP addressing, Configuring EIGRP, OSPF, BGP, ROUTING UPDATES, Implementing SWITCHES, SPANNING TREE PROTOCOL, Configuring VLANs, VTP, MULTILAYER SWITCHING, Configuring PPP and controlling PAP, CHAP, Using VPNs to support REMOTE ACCESS networks, Using ISDN, AAA to expand networks, Resolving problems in physical, data link layers, network, transport and application layer
Personal Information
- Passport Number: F7446999
- Wife: Jayashree
- Son: Adithya
- Daughter: Aradhya
- Date of Birth: 11/27/82
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Projects
ENGINE SPEED MONITORING & AUTOMATIC LIGHT CONTROLLING SYSTEM, 4, ENGINE SPEED MONITORING SYSTEM: It is used to indicator speed. Each engine in designed to operate in particular speed from efficient working & longer life. The unit indicates rpm of engine accurately so that engine can be operated in designed speed. AUTOMATIC INDICATER CONTROL. It happens that we forget to switch of the side indicator. This section switches off the indicator automatically, so that this eliminator the chance of wrong driving singnalling and save battery life. HIGH LOW BEAM CONTROLLER: It reduces intensity of head light automatically when there is vehicle approaching from opposite side. The beam controllers unit takes charge of this job so that cause of accidents are greatly minimized.
Certification
CCNA - Cisco Certified Network Associate
Hobbies
Playing Cricket, Badminton, Chess, Carrom . Listening to Music.
Timeline
Customer Support - Web Coach
Glowtouch Technologies
01.2008 - Current
Hardware and Network Support Engineer
Leonis Networks
01.2006 - 12.2007
Technical Service Engineer
Mars Technologies
08.2005 - 12.2005
Assistant System Administrator
Unisoft India Pvt Ltd
03.2005 - 07.2005
Cisco Networking
Topgun Technologies
Computer Hardware
CE Cell
Diploma in Electronics & Communication Engg. -
Vivekananda Polytechnic
Pre – University - undefined
Vivekananda PU College
SSLC - undefined
Vivekananda High School