Travelling
Ratish Lenka
Technical Support Desk Engineer
Bengaluru,KA
Summary
Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Overview
4
4
years of professional experience
17
17
years of post-secondary education
3
3
Languages
Work History
Customer Service Associate
Accenture Solutions
Bangalore
05.2021 - 11.2022
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
Senior Representative
Concentrix India Pvt. Ltd
Bangalore
08.2019 - 04.2021
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with team members to achieve target results.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Resolved issues through careful research and follow-up with customers
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
Technical Support Representative
Tech Mahindra
Odisha
11.2018 - 07.2019
- 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.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided documentation on troubleshooting of technical processes to support desk staff.
Education
Bachelor of Technology - Electrical, Electronics Engineering
National Institute of Science & Technology
Berhampur,Odisha 08.2013 - 04.2018
ISC - Intermediate
M.G.M English School
Rourkela,Odisha 04.2011 - 05.2013
ICSE - Matriculation
M.G.M English School
Rourkela,Odisha 03.2001 - 02.2011
Skills
Ticket support system management
Technical Support
Issue troubleshooting
Microsoft Outlook
Customer service expert
Strong in MS Access and Excel
Advanced knowledge of MS Office Suite
Analytical and Critical Thinking
Workspace maintenance
Interests
Social networking
Timeline
Customer Service Associate
Accenture Solutions
05.2021 - 11.2022
Senior Representative
Concentrix India Pvt. Ltd
08.2019 - 04.2021
Technical Support Representative
Tech Mahindra
11.2018 - 07.2019
Bachelor of Technology - Electrical, Electronics Engineering
National Institute of Science & Technology
08.2013 - 04.2018
ISC - Intermediate
M.G.M English School
04.2011 - 05.2013
ICSE - Matriculation
M.G.M English School
03.2001 - 02.2011