R.Raj Kumar
Service Desk Analyst
Chennai
Summary
Dynamic Technical Support Engineer with a proven track record at Getronics Solution India, excelling in incident management and client relationship management. Recognized for reducing ticket resolution times and enhancing customer satisfaction through effective communication and troubleshooting skills. Adept at remote support and mentoring, ensuring high-quality service delivery.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Service Desk Analyst
Getronics Solution India Private Limited
06.2023 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Desktop Support Engineer
Tinkas Industries Private Limited
03.2022 - 03.2023
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
Technical Support Engineer
Sysnet Global Solution Private Limited
03.2021 - 03.2022
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Technical Support Engineer
Tinkas Industries Private Limited
09.2017 - 02.2021
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Education
Bachelor of Engineering - Electrical Engineering
Kanchi Pallavan Engineering College
Kanchipuram, India 04.2001 -
Skills
Technical support
Remote technical support
Escalation management
System administration
Incident management
Software support
Service level agreements
Remote support
Hardware troubleshooting
Documentation
Network troubleshooting
Client relationship management
Timeline
Service Desk Analyst
Getronics Solution India Private Limited
06.2023 - Current
Desktop Support Engineer
Tinkas Industries Private Limited
03.2022 - 03.2023
Technical Support Engineer
Sysnet Global Solution Private Limited
03.2021 - 03.2022
Technical Support Engineer
Tinkas Industries Private Limited
09.2017 - 02.2021
Bachelor of Engineering - Electrical Engineering
Kanchi Pallavan Engineering College
04.2001 -