Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Rajender SV

IT Technical Support
Hyderabad,Telengana

Summary

To secure a challenging position, where I can effectively contribute my skills in order to take an active participation in growth of company.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Team Leader

Nsight Solution Private Limited
06.2022 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Developed and executed training programs that significantly improved team skills and morale.
  • Implemented comprehensive reporting system to track team performance and identify areas for improvement.
  • Built and maintained strong client relationships, leading to repeat business and referrals.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Designed user-friendly documentation for customers, simplifying self-help resources and reducing inbound support requests.
  • Streamlined team workflow for increased productivity through regular training sessions and performance evaluations.
  • Created clear escalation procedures for complex issues, ensuring efficient collaboration between support tiers and departments.
  • Led weekly meetings to discuss ongoing challenges, fostering open communication within the team.
  • Established performance metrics to monitor progress and identify areas for improvement, driving continuous enhancement in service delivery.
  • Maintained up-to-date knowledge base recommendations on process improvements.
  • Managed high levels of call flow and responded to technical support needs.

Technical Support Analyst

Sykes Business Solutions
01.2020 - 05.2022
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Used ticketing systems to manage and process support actions and requests.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Submitted service tickets for equipment maintenance requests.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Analyst

Intelnet Global Services
Hyderabad
10.2018 - 12.2020
  • Worked as a Triage able to find the customer concern through the Ticketing tool raised by business direct and Express ticketing.
  • Provided on time resolution to customers by conducting live troubleshooting and engaging higher tiers for live call.
  • As a Tier1.5 Specialist Acknowledging customers concerns through various tools and Approving for the replacement and technicians for service restorations.
  • Provides technical support in a 24x7x365 days/year.
  • Provides knowledgeable assistance and coordination of maintenance, troubleshooting, repair and facilitates efforts with field engineers, service providers, vendors and outside support organizations.
  • Initiates, updates, tracks and closes network trouble tickets.
  • Performs pro-active network element status and health checks as part of normal surveillance activities.

Education

Bachelor of technology - Computer science and engineering

Malla Reddy College of Engineering
09.2012 - 09.2016

Skills

Microsoft Office

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Interests

Playing Cricket
Surfing net

Timeline

Team Leader

Nsight Solution Private Limited
06.2022 - Current

Technical Support Analyst

Sykes Business Solutions
01.2020 - 05.2022

Analyst

Intelnet Global Services
10.2018 - 12.2020

Bachelor of technology - Computer science and engineering

Malla Reddy College of Engineering
09.2012 - 09.2016

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Rajender SVIT Technical Support