Prithviraj D
Technical Consultant
Thiruvananthapuram,Kerala
Summary
Experienced Technical Analyst with a strong background in diagnosing and resolving complex technical issues. Skilled in developing and implementing effective solutions to enhance operational efficiency and improve customer satisfaction.
Overview
9
9
years of professional experience
Work History
Analyst
HCL Tech
01.2024 - Current
- Communicated effectively and professionally with users across diverse regions and technical skill levels.
- Delivered first-line technical support for hardware, software, network, and application-related issues.
- Logged, tracked, and managed incidents and service requests using platforms such as ServiceNow and Active Directory.
- Diagnosed and resolved issues related to Windows operating systems, Microsoft Office, VPN connectivity, printers, and various enterprise tools.
- Escalated unresolved technical problems to second- or third-level support teams when necessary.
- Monitored system performance and ticket queues to ensure compliance with defined SLAs and KPIs.
- Contributed to shift-based and 24/7 global support coverage as needed.
Technical Support Executive (US tech support)//Production specialist
Phykon Solutions
01.2018 - Current
- Company Overview: (Amcrest process)
- Provided US-based technical support, resolving hardware and software-related issues efficiently.
- Ensured customer issues were addressed promptly to maintain service quality.
- (Amcrest process)
Analyst
Allianz Technology
01.2021 - 01.2024
- Supported user account management activities, including creation, modification, and deactivation of accounts in Active Directory.
- Delivered first-level support for hardware, software, and network issues, including password resets, software installations, and connectivity troubleshooting.
- Utilized remote desktop tools such as GoToAssist, Webex, and MS Teams to efficiently diagnose and resolve end-user issues.
- Escalated advanced technical problems to second- and third-line support teams, ensuring prompt coordination and timely resolution.
- Handled and resolved technical support requests via phone, email, and ticketing systems, adhering to defined SLAs.
- Managed and prioritized incidents using key ITSM tools such as GIAM, Active Directory, Citrix Director, SD Tool, AirWatch Console, and Veridium Console.
- Maintained detailed records, procedural documentation, and generated support reports for senior management.
CSA (customer service associate)/SME
SUTHERLAND (Amazon.com)
01.2016 - 01.2018
- Monitored system performance and analyzed recurring issues.
- Provided user education on IT best practices to enhance system efficiency.
- Supported a diverse customer base while ensuring high satisfaction levels.
Education
Bachelor of Computer - Computer Engineering
Skills
- Technical Support
- Customer support
- Problem solving
- Data Analysis
Timeline
Analyst
HCL Tech
01.2024 - Current
Analyst
Allianz Technology
01.2021 - 01.2024
Technical Support Executive (US tech support)//Production specialist
Phykon Solutions
01.2018 - Current
CSA (customer service associate)/SME
SUTHERLAND (Amazon.com)
01.2016 - 01.2018
Bachelor of Computer - Computer Engineering
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