Pratista Shetty
Mangaluru
Summary
Agile Technical Support Engineer adapts to providing service and committed to successfully resolving all client issues to support business continuity and operational throughput.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Analyst II Infrastructure Services
DXC Technology
Bengaluru
03.2022 - Current
- Handling Level 2/Escalation incidents for the MetLife process.
- Assisted customers with troubleshooting, installation, configuration and upgrades of software applications.
- Supervised and directed L1 associates to ensure successful resolution of customer incidents.
- Participated in team meetings to discuss upcoming initiatives.
- Ensured compliance with company policies and procedures related to IT operations.
Junior Analyst - Technical Support
GlowTouch Technologies
Mangaluru
10.2020 - 03.2022
- Served as first point of contact for incoming technical service calls.
- Assisted customers with troubleshooting issues related to web hosting.
- Ensured all requests were handled according to company standards.
Education
Bachelor of Information Science & Engineering -
Sahyadri College of Engineering & Management
Mangaluru, Karnataka01-2020
PUC -
Sharada P.U. College
Mangaluru, Karnataka 01-2016
SSLC -
St. Gerosa High School
Mangaluru, Karnataka01-2014
Skills
- Highly Professional
- Collaborative Team Player
- Attention to Detail
- ITIL Processes
- Advanced troubleshooting
- Incident Management
Accomplishments
FY23 Q3 DXC Champs Award
MetLife Commendation from end user
Certification
ITIL Foundation Certificate in IT Service Management
Languages
English
First Language
Kannada
Advanced
C1
Hindi
Intermediate
B1
Timeline
Analyst II Infrastructure Services
DXC Technology
03.2022 - Current
Junior Analyst - Technical Support
GlowTouch Technologies
10.2020 - 03.2022
Bachelor of Information Science & Engineering -
Sahyadri College of Engineering & Management
PUC -
Sharada P.U. College
SSLC -
St. Gerosa High School
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