Rajiv Singh
Hyderabad
Summary
Dynamic Sr Technical Support Engineer with a proven track record at Techmahindra, excelling in diagnostic troubleshooting and incident management. Adept at mentoring junior staff and enhancing customer support processes, I drive improvements that elevate service quality and operational efficiency. Committed to delivering exceptional results in fast-paced environments.
Experienced Senior Technical Support Engineer with a proven track record in system troubleshooting, quality assurance, and incident management. Possess strong knowledge of hardware configurations, software applications, and network systems. Known for analytical problem-solving skills and ability to work under pressure. Previous impact includes improved helpdesk response times, streamlined technical support processes, and enhanced customer satisfaction rates.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Sr Technical Support Engineer
Techmahindra
Hyderabad
2023.08 - 2025.10
- Technical troubleshooting for clients/ customers for their internet, Landline phones, TV network.
- Diagnosed and troubleshoot technical problems using diagnostic tools and systems.
- Trained junior staff on technical procedures and customer service best practices.
- Assisted customers through remote sessions to troubleshoot and resolve technical issues, ensuring smooth operation of google Chrome and Microsoft edge browsers.
- Acknowledgement and escalation of tickets to respective higher level team when required for further assistance.
Sr. Associate technical support
24-7 intouch
Hyderabad
2022.08 - 2023.03
- Assisted client/ customers for technical support for Samsung devices by diagnosing and resolving hardware, software and connectivity issues.
- Guided customers through step by step troubleshooting for device functionality, Wi-Fi, bluetooth, mobile network and system performance issues.
- Documented customer interactions, escalated complex technical issues when required and ensured timely resolution.
- Delivered exceptional customer service by providing accurate technical guidance, issue resolution and product support for Samsung devices.
Sr. Associate technical support
Wipro ltd
Kolkata
2018.10 - 2022.02
- Handling cases of US customers for technical/ Information fronts via chat.
- Technical troubleshooting for clients/ customers for their computer, laptop and their peripherals.
- The technical troubleshooting includes both windows and Mac. Including all the software.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained positive working relationship with fellow staff and management.
- Provided direction and guidance to junior associates on complex tasks.
- Training/ mentoring new employees about the company policies and process centric information.
Dispatch Officer
Sahoo Transport
Rajgangpur
2017.06 - 2018.08
- Coordinated daily dispatch schedules for efficient transport operations.
- Monitored vehicle locations using GPS tracking systems.
- Communicated with drivers to ensure timely deliveries.
Associate
Divya Associates
Rajgangpur
2014.03 - 2017.05
- Collaborated with team members to develop project strategies and timelines.
- Analyzed client needs to recommend appropriate services and solutions.
- Prepared detailed reports to support decision-making processes for management.
Education
+2 HSE - Science
Rourkela Municipal College
Rourkela 2011.05 - 2013.03
Sri Aurobindo Integral Education & Research Centre
RajgangpurSkills
Senior Technical Support Engineer experienced in diagnostic troubleshooting and incident management Improved helpdesk response times and streamlined technical support processes through strong analytical problem-solving skills Focused on enhancing customer satisfaction and operational efficiency in fast-paced environments
- Technical troubleshooting
- Software installation
- Team collaboration
- Training and mentoring
- Problem solving
- Effective communication
- Advanced troubleshooting
- Customer support
- Remote support
- Remote diagnostics
- Customer service
Timeline
Sr Technical Support Engineer
Techmahindra
2023.08 - 2025.10
Sr. Associate technical support
24-7 intouch
2022.08 - 2023.03
Sr. Associate technical support
Wipro ltd
2018.10 - 2022.02
Dispatch Officer
Sahoo Transport
2017.06 - 2018.08
Associate
Divya Associates
2014.03 - 2017.05
+2 HSE - Science
Rourkela Municipal College
2011.05 - 2013.03
Sri Aurobindo Integral Education & Research Centre