Summary
Overview
Work History
Education
Skills
Websites
References
Projects
Awards
Languages
Timeline
Generic
Rashmi N

Rashmi N

Bengaluru

Summary

Amiable Technical Support and Lead perpetually ready to assist customers and senior personnel in correcting issues and streamlining operations. Versed in all aspects of Technology/IT operations. Provides pleasant, effective technical support and operational enhancements.

Overview

7
7
years of professional experience

Work History

Senior Specialist/Technical Support Engineer

HCL (Payroll) Microsoft(Client Location)
Bangalore
05.2025 - 02.2026
  • Functioned as Product Frontline Support Engineer (L3 and above) managing critical situations (CritSits) including Severity A / Sev-1 global escalations for Microsoft Edge, Internet Explorer, and WebView2 environments.
  • Managed and tracked support incidents using Microsoft Dynamics 365 (D365) and Case Buddy, ensuring SLA compliance and achieving high customer satisfaction across multiple regions.
  • Conducted advanced troubleshooting and root cause analysis by reviewing: Browser and Enterprise policies Edge installation and update configurations WebView2 runtime configurations Network and performance logs Performed deep log analysis using tools such as Wireshark, Fiddler, Process Monitor, and Edge Debug Logs to identify complex technical issues.
  • Provided end-to-end enterprise product support through email, calls, and case management, ensuring timely resolution for global enterprise customers.
  • Validated Group Policies and configuration settings impacting browser performance, compatibility, and enterprise deployment. Collaborated closely with cross-functional engineering teams including: Microsoft Edge Product Team Azure Team Windows Team Networking Team Intune / Endpoint Management Product Owners and Engineering Teams Supported global enterprise customers across multiple time zones, including weekend and extended shift coverage for high-priority escalations.
  • Provided technical guidance and recommendations to enterprise customers on deployment, configuration, and performance optimization.
  • Maintained high customer satisfaction (CSAT) by delivering timely, accurate, and reliable technical solutions for critical production issues.
  • Documented troubleshooting steps, case findings, and resolutions to improve knowledge base and operational efficiency.
  • Contributed to process improvements and operational excellence initiatives, enhancing support quality and minimizing repeat incidents.

Technical Associate

Genpact
Hyderabad
07.2024 - 12.2024
  • Collaborated with cross-functional teams to develop and implement technical solutions that enhanced operational efficiency.
  • Improved customer satisfaction by providing exceptional technical support and troubleshooting assistance.
  • Maintained and deployed standardized software packages across company systems to ensure consistent performance.
  • Reduced downtime for clients through proactive maintenance and timely issue resolution.
  • Managed hardware inventory tracking system, monitoring deployed hardware and ensuring timely collection to optimize resource utilization.
  • Performed hardware replacements, instructing end users on operational differences associated with change procedures.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employee.
  • Handled Access management, processing access requests via Azure AD, Delegation access, forwarded mailbox calls access, Citrix configuration, Office 365, Networking, browsers setup and troubleshooting, VPN, Secret server, other applications used by RYAN clients/Project
  • Handled calls, portal, offline tickets via ticketing tool Fresh Service and recently moved to Service now.

IT Service Management Analyst/Process Analyst

Accenture
Hyderabad
11.2023 - 05.2024
  • Supported change management efforts by effectively communicating new processes, procedures, and expectations to all affected personnel.
  • Received Q2 the best performer award within 6 months, nominated for SME and quality process role, given training for other team members related to process.
  • Maintaining excellent KPIS, CSATS, quality scores and SLA.
  • Handled Territory, pipeline, GPS, MS dynamics CRM and SPM.
  • Evaluated current systems, identified areas of improvement, and recommended technology upgrades to streamline operations.
  • Managed multiple projects simultaneously while maintaining strict deadlines, ensuring successful completion within budget constraints.
  • Reduced operational costs through strategic vendor negotiations and process optimizations.
  • Client project is Microsoft and ticketing tool is Service Now.
  • Conducted root cause analyses on major incidents, leading to the development of preventative measures that reduced future occurrences.
  • Assisted in vendor selection process by evaluating proposals based on cost-effectiveness, quality of services offered, and alignment with company goals.
  • Facilitated training sessions for staff members, increasing their knowledge and understanding of service management principles.
  • Maintained excellent communication channels between stakeholders through regular meetings, status updates, reports presentation.

Technology Operations Analyst

Wells Fargo
Bangalore
03.2021 - 07.2023
  • Technical support for International customers, internal employees, Bank branches and all line of business customers.
  • Troubleshooting Hardware issues such as printer (Local/network), scanner, VeriFone, workstations, setup, order/ replace hardware, installing printers, scanners, tablets.
  • Troubleshooting Applications, browsers, installing the software, network, router, Access, password resets, enable, disable, checking Ad groups, VPN such as Pulse secure, OKTA, HYPR, Adobe, software center, cosmic agent, workday, ADP, SEP, Http, https, DNS, TCP/IP CMD, banking applications CRV and other salesforce applications, CRM tools and all other applications.
  • Working on tickets such as, interactions, incidents, tasks, outages, updating Knowledge based articles, pulling up the data of calls/chats and everything by using Service now.
  • Working on issues with VDI, Citrix workspace, Wave, VMware, VM horizon client, MS applications, browsers, drives like local and shared drives access, one drive, troubleshooting steps.
  • Supporting Microsoft applications like outlook, Skype, MS teams, MS 365, office 365.
  • Supporting mobility issues like iPhone, android blackberry applications, voicemails, Cisco phones, Cisco jabber, interaction console, USP, voice print, password, network issues.
  • Support via Calls, chats by using service now and email support as well.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Assigned as SME for our team, helping team members to follow up the process, raising access requests, given refresh training, handling escalations, follow up on daily basis, handled critical escalations, priority issues, monitored the team.
  • Assigned as SPOC for global help chat rooms to monitor the chat room and help the global internal team members.
  • Given training for new team members, created some training materials, worked with US trainers as well and updated self-articles.
  • Promoted as Trainer, conducting full time training for new batches or up skills trainings like different line of business hardware/ software applications/networking, configurations, installations, access related, password issues, ticketing tools, troubleshoot steps, quick easy tips, practical sessions, assessments, how to avoid detractors and increase promoters, quality tips, organization introductions and policies.
  • Handled more than 25 batches for US, INDIA and globally, promoted as global trainer and worked with US trainers and managers to follow up with the new updates and process.
  • Handled escalations, critical, high priority issues and supervisor calls.
  • Auditing recorded and live calls/chats and giving the scores for all the agents by using NEXIDIA tool based on the process, if anyone is facing difficulties will follow up with the managers and will conduct refresher session for them.
  • Completed Microsoft azure course provided by the organization.
  • Hired as Technology Operations Associate and promoted as Analyst.
  • Coordinated with Managers, trainers to bring a new automation process, scripts, articles to reduce the call volumes, durations, escalations and to provide best quality support from the team to increase the quality productivity.

Technical Support Engineer

Appsndevices
Bangalore
08.2020 - 01.2021
  • Troubleshooting technical issues, network issues.
  • Disabling, enabling antivirus, network firewalls, checking internet speed test, ping, browser troubleshooting, http, https, DNS, TCP/IP.
  • Checking audio settings, video settings, online classes.
  • Testing software applications - Functional testing, System testing, and Performance testing.
  • Given Training for Teachers and School admin on STUCLE Product.
  • Coordination with Software Dept.
  • On fixing application related issues and updating day today technical issues.
  • Preparing user manuals, Videos and Training documents for end users.
  • Installing and configuring hardware and software applications.
  • CRM(Customer relationship Management)application-for providing tech support through chat, email, call, ticketing system and tracking school wise status.
  • Following up with clients to ensure the problem is resolved.
  • Setup new users' accounts and profiles and deal with password issues.
  • Resourceful at maintaining business relationships with clients and customers.
  • Skillful at monitoring & motivating the team, given training for new joiners and helped project manager in interview process in terms of technical questions.
  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction and minimize complaints.
  • Provided technical support either via phone, email or chat, solved a technical issue.
  • Sharing daily report to reporting Manager.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Led training sessions for new staff to ensure high-quality technical support standards across team.

Lecturer

SNMP Moodbidri Polytechnic college
Mangalore
08.2019 - 05.2020
  • Lecturer for Computer Science Engineering department where I was the guide, Lead and mentor for students research projects.
  • Evaluate, Monitor and mentor students academic progress.
  • Create, Innovate and Implement career -enhancement programs and activities.
  • Support senior staff in their day-to-day tasks and functions.
  • Attending staff meeting, discussed about each and every student's academic achievements, feedbacks.
  • Handled DBMS, Web programming(theory as well as lab), Java, Network security (theory as well as lab), C programming lab.
  • Creating set of question papers for their internal and external exams and also was the examiner for external exams.
  • Attending and speaking at conferences and seminars.
  • Was a resource person/guest for many sessions invited by other departments, colleges.
  • Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
  • Developed and implemented innovative teaching strategies to engage students in lectures and coursework.
  • Conducted individual research projects to actively contribute to institution's research work.
  • Led seminars and workshops to facilitate student learning and engagement and increase memory retention.

Customer Experience Manager

NxtWave
Hyderabad
06.2024
  • Customer backend support, Handled team size of 7 members both Chat agents and desk agents.
  • Monitored the team performance analysis like KPIS, metrics, NPS, Quality scores via Fresh Service ticketing tool.
  • Shared the Daily reports of the team members performance and analytics with VP.
  • Conducted team huddle on process knowledge, follow up tickets etc.
  • Following up with several departments like finance, hr, technical team, success coaches, sales for the approvals in terms of customer needs and reduced SLA for the customer support team.
  • Found out the problem statements and came up with automation ideas.
  • Established cross-functional teams for improved communication between departments and better customer experiences.
  • Reduced response time to customer inquiries by optimizing support channels.
  • Implemented data-driven strategies to identify areas needing improvement in the customer journey.
  • Conducted regular performance reviews with team members, fostering professional growth and development.

Education

B.E - Computer Science

Srinivas Institute of Technology
Mangalore
06-2019

Skills

Network security basics: Speedtest, ping, TCP, IP packet filtering, firewall, LAN, WAN, VPN, router, ipconfig, ifconfig, remove ip, flush DNS server, network troubleshoot, Wi-Fi connection, antivirus permission, access related to network, software/hardware installation,HTTP,HTTPS, Network logs/Trace analysis, Fiddler, Wireshark, Process monitor logs

Operating System: Windows7, 8, 10,11 Linux, MAC/IOS

Applications: MSword, MSexcel, powerpoint, Outlook, Teams,MS Edge deployment, Copilot and all Microsoft applications, oracle virtualbox, VDI, Citrix, Wave, Salesforce applications, CRM, Service now, ADP, OKTA, Workday, Blackberry, RSA, HYPR, Shared drives, VMware, Skype, Teams, Share point, Onedrive, Browsers, active directory groups access, admin tools, Azure AD, dynamics 365 CRM,office 365, troubleshooting hardware and software, installation, security services,Access Management, Assets management, Hardware setup, Client onboarding and offboarding, Exchange server, MDM, Intune, secret server, Stars/insights, Sales perform management, territory , pipeline, remote desktop support

Ticketing tools/ CRM: Fresh service, fresh chat, Service now, Dynamic 365(D365), Case Buddy, SLA management, KPIS, Audits, metric, Analytics, performance management, Incident Management, escalation Management, International voice and semi voice process, Outage cases/Severity A,1

Leadership quality, Team handling, Training and learning development, Global trainer, SME, US clients, customer operations, International voice/ non voice, Email support lead, Collaboration with cross functional team, knowledge management, quality and queue management, Escalation/Global outages, Enterprise Clients

Languages : Html, CSS, C, Browsers logs analysis

Able to work in team as well as individual

Honest, Quick learner

Websites

References

  • Manjunatha, Project Manager, Appsndevices, 9591480077
  • Mr. J.J. Pinto, Principal, SNMP Moodbidri, 9845401699
  • Abdul Rathod, Technology Sr Manager, Wells Fargo, 9822670341
  • Tapoday Dutta, Team Lead, Accenture, 6291209463
  • Aniketh, Vice President, NXTWAVE, 7799221969
  • Sandeep Goud, AVP, Genpact, 9949592607

Projects

  • Hospital Management, It will store all details of hospital.
  • Online Hospital Web project, Web project using HTML and CSS with MySQL.
  • Event management system, Web project using HTML and CSS.
  • Ball with bat, An OpenGL based 2D game.
  • Drowsiness detection, Using Raspberry Pi, GSM.

Awards

  • Secured first place in essay competition conducted by Kannada association.
  • Secured first place in 'Yakshagana' competition held in New Delhi.
  • Participated in yoga conducted by Dharmastala trust, secured first class in Ramayana and Mahabharata, secured A+ grade in balavikas exam.
  • Certification on Photoshop held by Sahyadri college (DTlab) and seminar on Cloud computing.
  • Elected as an editor for CSI (computer society of India) association and elected as a secretary for Kannada association.
  • Certification on 'Research methodology 2020' by IQAC of SKIT Bengaluru and 'enhancing soft skill' Held by PDIT.
  • Certification on 'Yoga day awareness quiz' by Raghu Institute of technology (NSS).
  • Certification on 'National level E-quiz on advanced graph theory' by PG and research department of mathematics.
  • Certification on 'National online quiz on algebra' by DOM Tamilnadu.
  • Certification on webinar on 'Industry 4.0 and robot applications'.
  • Certification on Intercollegiate quiz by royal physics club.
  • Certification on 'aptitude and reasoning' and 'effective communication skill'.

Languages

  • English
  • Kannada
  • Hindi

Timeline

Senior Specialist/Technical Support Engineer

HCL (Payroll) Microsoft(Client Location)
05.2025 - 02.2026

Technical Associate

Genpact
07.2024 - 12.2024

Customer Experience Manager

NxtWave
06.2024

IT Service Management Analyst/Process Analyst

Accenture
11.2023 - 05.2024

Technology Operations Analyst

Wells Fargo
03.2021 - 07.2023

Technical Support Engineer

Appsndevices
08.2020 - 01.2021

Lecturer

SNMP Moodbidri Polytechnic college
08.2019 - 05.2020

B.E - Computer Science

Srinivas Institute of Technology
Rashmi N