Gardening , Painting Pots , Reading Novel
Rakshatha Shetty
Helpdesk Supervisor
Bengaluru,KA
Summary
Efficient Help Desk Manager with 7 years of comprehensive experience in IT industry. Outstanding problem-solving and troubleshooting skills with superb leadership abilities. Effectively managed technically diverse staff through delivery of high-level, consistent and responsive help desk services.
Overview
2
2
Certifications
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Helpdesk Supervisor
NTT DATA Services, LLC
BANGALORE, KARNATAKA
11.2014 - Current
- Walked customers through step-by-step problem solving and enlisted extra help.
- Defined and documented technical support best practices for [Type] technologies.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to [Software].
- Trained and supported end-users with software, hardware and network standards and use processes.
- Managed help desk consisting of [Number] employees and conducted performance evaluations.
- Teamed on hard push to resolve over [Number] support tickets resulting from failed rollout of new version of [Software], clearing entire queue within [Timeframe].
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Recruited, trained and supported help desk technicians and representatives.
- Used [Type] ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided on-call support for critical [Type] issues related to [Software] and [System].
- Wrote and presented reports on help desk activities.
Helpdesk Support Engineer
Infinite Computer Solution
BANGALORE, KARNATAKA
01.2014 - 11.2021
- Performed root cause analysis and general troubleshooting.
- Provided [Type] support to [Type] users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
High School Diploma -
Balavikas English Medium School
Bantwala 06.2002 - 03.2003
Diploma - Electrical, Electronics And Communications Engineering
Vivekananda Polytechnic College
Vittla 06.2005 - 03.2008
Bachelor of Engineering - Telecommunications
CMRIT Engineering College
Bangalore 06.2011 - 03.2014
Skills
ITIL Foundation
Certification
[Area of certification] Training - [Timeframe]
Interests
Timeline
Helpdesk Supervisor
NTT DATA Services, LLC
11.2014 - Current
Helpdesk Support Engineer
Infinite Computer Solution
01.2014 - 11.2021
Bachelor of Engineering - Telecommunications
CMRIT Engineering College
06.2011 - 03.2014
Diploma - Electrical, Electronics And Communications Engineering
Vivekananda Polytechnic College
06.2005 - 03.2008
High School Diploma -
Balavikas English Medium School
06.2002 - 03.2003
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