Open To Work
Pratheeksha Karandoor
Mangalore
Work Preference
Summary
Technical support engineer with 7+ years of experience in analyzing customer feedback and resolving technical issues. Proven track record of enhancing service delivery and user satisfaction through effective training programs and comprehensive documentation. Strong collaboration skills with cross-functional teams to drive solutions and improve processes.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Engineer
Microsoft
Bangalore
08.2019 - Current
- Resolved complex technical issues for customers using Microsoft Exchange and Outlook.
- Collaborated with engineering teams to document product bugs, resulting in enhanced product features.
- Collaborated with engineering teams to document product bugs and enhance features.
- Educated users on best practices for Microsoft products and services.
- Led training sessions on technical support protocols for new team members.
- Analyzed customer feedback to identify areas for improvement in support processes and service delivery.
- Managed escalated cases, ensuring timely resolution of complex technical problems to maintain customer satisfaction.
- Installed and tested operating systems, applications, updates, patches, and service packs.
Education
B.E - Computer Science
Sahyadri College of Engineering And Management
Mangalore03-2019
Skills
- Exchange configuration
- Documentation and tracking
- Technical documentation and bug tracking
- Client relationship management
- Workflow optimization
- Escalation management
- Problem solving
- Detail-oriented analysis
- Effective communication
- Team collaboration
- Technical support
- Data analysis
- Client communication
- Product knowledge
- Log analysis
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Certification
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Messaging Administrator Associate
- Microsoft 365 certified: Exchange Online Support Engineer Speciality
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Azure AI Fundamentals
- Data Analysis and Visualization Foundations Specialization course from Coursera
Accomplishments
- Microsoft Pulse Award (December 2020) - Awarded for the showcase of 'Performance'
- Microsoft Customer Hero Champion Award (January 2022) - Being recognized for getting consistent positive feedback from the customer and for continued demonstration of the customer expected behaviors across Asia
- Microsoft Culture and Values Champ Award (August 2023) - Recognized for consistently exemplifying Microsoft’s core values through outstanding customer focus, collaboration, integrity, and positive contributions to team culture and business outcomes.
- Microsoft CSS Culture trophy (February 2024) - Recognized for exemplifying Customer Service & Support (CSS) culture through exceptional customer focus, collaboration, knowledge sharing, and consistent contributions to team success.
Affiliations
- Volunteered as a mentor for an African Student in the 'Graduate Skilling Initiative - SkillsLab' under skills4Africa program for a period of 3 months to upskill the student and make him industry ready.
- Volunteered as a mentor for a final year Engineering student under Mento2Go initiative making sure the student is confident enough to attend the interviews.
Timeline
Technical Support Engineer
Microsoft
08.2019 - Current
B.E - Computer Science
Sahyadri College of Engineering And Management