Open To Work
Prashanth Reddy
Hyderabad
Summary
Experienced Client Support Engineer at FactSet Systems India Pvt. Ltd, adept at resolving complex technical issues and optimizing workflows. Skilled in network troubleshooting and critical thinking, with a proven track record of enhancing client satisfaction by 20%. Committed to driving efficiency and delivering exceptional customer service through proactive problem-solving.
Overview
8
8
years of professional experience
Work History
Client Support Engineer II
FactSet Systems India Pvt. Ltd
07.2020 - Current
- Resolve client issues timely
- Establishing, deleting, modifying, and troubleshooting FTP and SFTP accounts for clients.
- Handing CSS (Corporate security service) related issues
- Experience in creating Active Directories for the users
- Support with Global Protect, Citrix, Okta, and BitLocker issues and whitelisting websites for internal users
- Act as a client advocate internally to create visibility of client needs
- Focus activities on the clients’ business and priorities
- Work towards standardizing and optimizing the process and workflows.
- Support FactSet client and employee tier 2 technology issues, using workarounds
- Support FactSet client and employee tier 1 technology issues, using standard operating procedures
- Updates standard operating procedures.
- Train ACSE(Associate Client Support Engineer) and CSE I(Client Support Engineer I)team members
- Curate tier 1 critical incidents as part of Emergency Curator
Customer Service Representative
Knoah Solutions, a 24-7 intouch company
04.2018 - Current
- Interacted with customers via chat ensure their shopping experience is pleasant, productive
- Keep records of customer interactions in Zendesk tool
- Assisting customers in making a decision about a product or service to buy
- Resolving the customer queries and educating about the internal policies
DSAT Analyst
Knoah Solutions, a 24-7 intouch company
04.2018 - Current
- Auditing the chat transactions as per the DSAT Template given
- Deliver feedback to the associate on the observations
- Alerting the respective supervisors to avoid process mishandles
- Share process recommendations/Process Gaps for every week
Education
B.Tech - ECE
CVSR College of Engineering
Hyderabad01-2015
Intermediate -
Sri Chaitanya Educational Institutions
Hyderabad01-2011
SSC -
Vivekananda Vidyanikethan High School
Nizamabad01-2009
Skills
- Technical support
- Problem solving
- Critical thinking
- IT documentation
- Technical troubleshooting
- Adaptability
- Network troubleshooting
- CRM (Salesforce Management)
- Installation support
- Time management
- Computer system diagnostics software
- Microsoft Windows and Office 365
- Customer service (chat, calls, emails, tickets)
- Hands-on experience with monitoring tools (Grafana, Kibana)
- Hardware maintenance and software support
- Server maintenance (IBM, aka Lenovo, and Dell)
- Cloud computing (trained in AWS Cloud Practitioner)
Accomplishments
- Recognized with multiple awards in FactSet's Global Support Awards for 2022, 2023, and 2024, highlighting excellence, productivity, efficiency, and quality
- Recognized with the Star Award (2023), the Excellence Award (2022), and the Blue Ribbon (2024) for dedication to the pursuit of excellence
- Recognized as FY2023 Global Winners in the Global Support Awards for outstanding client contributions, and commitment to excellence
- Quarterly award recipient for consistently providing excellent client solutions.
- Recognized with five awards for exemplifying exceptional efficiency.
- Honored with the prestigious Star Award of the Year.
Personal Information
- Date of Birth: 08/15/94
- Nationality: Indian
- Marital Status: Single
Languages
- Telugu
- Hindi
- English
- Telugu
- Hindi
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridSalary Range
₹50000/yr - ₹200000/yrTimeline
Client Support Engineer II
FactSet Systems India Pvt. Ltd
07.2020 - Current
Customer Service Representative
Knoah Solutions, a 24-7 intouch company
04.2018 - Current
DSAT Analyst
Knoah Solutions, a 24-7 intouch company
04.2018 - Current
B.Tech - ECE
CVSR College of Engineering
Intermediate -
Sri Chaitanya Educational Institutions
SSC -
Vivekananda Vidyanikethan High School