Rajni Tripathi
Technical Support Consultant
Bengaluru
Summary
Experienced professional in information technology and services with expertise in Service Delivery, Escalations Management, and Customer Escalation Management. Seeking a challenging work environment to further develop skills for mutual benefit.
Overview
4
4
years of professional experience
6065
6065
years of post-secondary education
2
2
Languages
Work History
Technical Solutions Representative II
HP Inc
Bengaluru
03.2023 - 06.2025
- Providing Technical Assistance to the HP Key Accounts and Clients on Various HP Computing Devices.
- Setup, configuration and troubleshooting of PCs, Basics of Networking and Printers.
- Review and assist on Tier 2 elevation cases from L1 team with solving 90% of incidents.
- Engaging Tier 2 and Tier 3 team on complex issues and elevated cases.
- Performing root cause analysis of reported issue to identify the cause and solution by analyzing Errors, log files, debugging, error codes and validation through HP tools.
- Published internal technical articles on top call generator issues.
- Worked on different pilot projects comprising of AI & ML to improve support efficiency and parts savings.
- Actively conducted knowledge transfer sessions to the new members in the team on tools and regional process.
- Contacting clients and check over all experience regarding service, analyzing pulse of clients and predicting the ratings.
- Acting as an escalation point for customer issues/challenges.
- Maintain daily tracker, data, close loop with other teams. · Ensuring end to end ownership of every case received.
Executive Operation
STARTEK (Bangalore Domestic)
Bengaluru
10.2021 - 12.2022
- Was in Flipkart process: Use to identify and flag customers with a history of fraudulent activities like excessive returns or fake addresses (Blacklisted customer checks).
Technical Support Representative
Kyndryl Solutions Private Limited
Bengaluru
12.2021 - 02.2022
- Worked as a Technical support engineer, assisted customers with troubleshooting steps and helped in account unlock, registration, password reset.
Education
Secondary -
Army Public School ASC Centre Agram
Bengaluru, IndiaM.Sc. - Biochemistry
Mount Carmel College
BengaluruB.Sc. - CBZ
Christ (deemed To Be University)
Bengaluru 01.2016 - 01.2019
Senior Secondary -
Army Public School ASC Centre Agram
BengaluruSkills
Technical Support & Troubleshooting
Enhancing customer experience through CSAT insights
Incident management
Hardware configuration
Team-based coordination
Operating systems
Training and mentoring
Stakeholder needs assessment
Collaborative teamwork
Basics of Networking
Accomplishments
- Have recognized as a Prime Player with highest number of CSAT survey in Q1 & Q2.
- Generated highest SAPOS revenue in Q1
Applications Worked
- Microsoft Dynamics CDAX
- Genesis cloud
- LMI Secure Live Lens
- Secure Live control
- S4
- Tenfold CTI
Timeline
Technical Solutions Representative II
HP Inc
03.2023 - 06.2025
Technical Support Representative
Kyndryl Solutions Private Limited
12.2021 - 02.2022
Executive Operation
STARTEK (Bangalore Domestic)
10.2021 - 12.2022
B.Sc. - CBZ
Christ (deemed To Be University)
01.2016 - 01.2019
Secondary -
Army Public School ASC Centre Agram
M.Sc. - Biochemistry
Mount Carmel College
Senior Secondary -
Army Public School ASC Centre Agram
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