Sandeep Sirvi
Hyderabad
Summary
Results-driven professional seeking to leverage strong organizational skills and efficiency within a dynamic organization. Proven ability to identify process improvements that enhance productivity and contribute to achieving strategic goals. Dedicated to continuous learning and fostering growth opportunities.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tech Support Specialist
Diebold Nixdorf
11.2024 - Current
- Communicated with site managers through phone and email to accurately identify operational issues, troubleshoot effectively, and provide comprehensive resolutions.
- Monitor and maintain a daily log of newly established sites and track temporary and permanent closures to ensure accurate reporting. Resolve issues related to cashback systems, rewards programs, and customer loyalty initiatives.
- Configure and troubleshoot a variety of software for point-of-sale systems, including pin pads, command terminals, handheld devices, and dispensers. Address transaction-level discrepancies, network connectivity issues, and ensure the smooth operation of CCTV systems.
- Leverage a diverse set of tools, including Oracle for database management, Salesforce for customer relationship tasks, Splunk for data analysis, and Command Prompt for command-line interfaces.
Senior Tech Support Representative
Tech Mahindra
01.2023 - 11.2023
- Delivered comprehensive intermediate troubleshooting support for a range of GPS devices, ensuring customers received timely and effective solutions.
- Addressed customer inquiries and service issues through various communication channels, including phone, email, and text, while maintaining a professional and courteous demeanour.
- Documented all customer interactions meticulously to ensure a clear record and facilitate future assistance.
- Assisted customers in retrieving detailed fleet reports and resolving complex software issues, enhancing their overall experience and operational efficiency.
- Guided customers through the process of setting up and managing their account access, ensuring they could utilize all available features without difficulty.
- Provided prompt assistance through the chat function in the InContact tool, effectively managing multiple customer queries simultaneously.
Tech Support Representative
SITEL (formerly known as Skyes)
01.2021 - 01.2023
- Functioned as an IT Service Desk representative, expertly resolving a wide range of technical issues associated with HP products, ensuring customer satisfaction and efficient problem solving.
- Managed a substantial volume of customer calls daily, demonstrating strong communication skills and the ability to multitask effectively in a fast-paced environment.
- Offered remote support to customers, assisting them in diagnosing and troubleshooting network issues with precision and clarity, leading to swift resolutions.
- Identified and capitalized on opportunities for new sales by engaging with customers and understanding their needs, contributing to overall business growth.
- Successfully sold products to established customers through strategic upselling and cross selling techniques, enhancing their overall experience and value.
- Addressed all inbound and outbound support requests promptly and according to established guidelines, ensuring consistency and reliability in service.
- Maintained a professional demeanour in all interactions, fostering a positive rapport with customers and enhancing the credibility of the support team.
Education
BCA -
Bhavans Vivekananda College
Saink-puri05-2019
Skills
- Technical troubleshooting
- Effective communication
- Problem solving
- Team collaboration
- Customer support
- Network support
- Analytical skills
- Remote support
- Time management
Certification
- Zendesk Customer Service Professional Certificate
- ServiceNow IT Leadership Professional Certificate
- CompTIA A+, Network+, Security+ +
- Cisco Networking Foundations: Wireless Networks, Services, Security and Virtualization
Disclaimer
I affirm that the information provided above is accurate to the best of my knowledge and understanding.
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Timeline
Tech Support Specialist
Diebold Nixdorf
11.2024 - Current
Senior Tech Support Representative
Tech Mahindra
01.2023 - 11.2023
Tech Support Representative
SITEL (formerly known as Skyes)
01.2021 - 01.2023
BCA -
Bhavans Vivekananda College
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