SHARATH KUMAR S
Bangalore
Summary
Dynamic Technical Support Engineer with a proven track record at Value Point Systems, excelling in Azure Admin and fostering customer satisfaction. Leveraged technical expertise and exceptional communication skills to mentor teams and enhance support strategies, achieving over 250 client resolutions. Passionate about continuous improvement and technological innovation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT ENIGINEER
Value point systems
11.2023 - Current
- Provided expert-level technical support for complex issues escalated from Tier 1 and Tier 2 support teams, assisting over 250 clients
- Diagnosed and resolved technical issues related to Windows Server, Azure, Microsoft 365, networking, and various enterprise applications
- Performed advanced troubleshooting on hardware and software issues, including desktops, laptops, network devices, and cloud services
- Collaborated with other IT professionals to implement solutions and optimize system performance
- Managed and maintained system configurations, ensuring compliance with best practices and security standards
- Assisted in the planning, implementation, and support of IT projects, including migrations, upgrades, and deployments
- Documented all support activities and solutions in detail, maintaining accurate and up-to-date records in the ticketing system
- Provided mentorship and guidance to Tier 1 and Tier 2 support staff, fostering a culture of continuous improvement
- Stayed current with emerging technologies and industry trends, making recommendations for technology improvements and innovations
- Collaborate with the management team to identify and implement improvements in business processes and support tools
- Stay updated with industry trends, technical advancements, and best practices to contribute to ongoing improvements in support services
- Tools and Technologies Used: Microsoft Azure, Microsoft 365 applications, Autotask, ITGlue, N-central
DUTY MANAGER
SOFTSOL (VMWARE)
09.2023 - 11.2023
- Coordinate and manage ongoing support cases, ensuring timely resolution and customer satisfaction
- Facilitate seamless support by reassigning cases among team members to optimize efficiency and coverage
- Focus on providing exceptional support within the Americas region while collaborating across regions
- Foster open and effective communication between various groups, especially between Customer Service and Technical Support
- Make strong and informed decisions in a dynamic environment, ensuring efficient case handling and customer satisfaction
- Leverage experience with CRM applications, particularly Salesforce.com, to effectively manage and track customer interactions and cases
- Stay updated with industry trends, technical advancements, and best practices to contribute to ongoing improvements in support services
- Independently manage and prioritize multiple escalations ensuring that urgent matters are addressed promptly
- Apply creative thinking to solve complex business problems and provide innovative solutions to challenges
- Work collaboratively with global peers to enhance customer experiences within VMware's support organization
- Utilize knowledge of TSE scheduling and workforce management concepts to optimize resource allocation
- Utilize your understanding of regional nuances and customer preferences to provide tailored support experiences
TECHNICAL OPERATION ANALYSTS (SENIOR TECHNICAL ENGINEER)
ARTECH (WELLS FARGO)
11.2022 - 09.2023
- Respond and Resolve to Executive Users to resolve their issues
- Attend to user query and solve the issue in a timely manner
- Provide best in call experience to the user across
- Work closely with managers to handle Service level agreement and AHD
- Call queue maintenance to understand the call flow and work force needed
- Interaction with agents to understand loss of SLA and AHD and report it
- Maintain CSAT and follow up on escalated ticket
- Handel major escalation incidents and get it resolved
- Change of agents call priorities according to the situations needed
- Creating a weekly report of before shift login, After shift login, After call work of agents on weekly basis
- Forecasting or prediction of calls during updates or transition
- Work closely with the team to understand Increase in call flow trends and tackling call flow
- Monitoring dashboards created and Analyzing SLA breaches
- Live call monitoring and analyzing agents call quality
- Changing priority and call queue of the agents at times needed
- Managing breaks and shifts of the agents at times of need
- Listing to agents call and sharing feedback to managers and agents
- Training new candidates on process and call quality
TECHNICAL SUPPORT ENGINEER (LEVEL 2)
SPSOFT - UNISYS
03.2022 - 11.2022
- Provide 2nd Level support for users via Chat, Call and Email
- Respond and Related to customer issue for Software, Hardware and Application issues
- Understand the SLA requirement of the client and maintain it
- Assist in Cross Training and Maintain Fix
- Manage Time and Workload to meet the predetermined Service level
- Identify process efficiency within the Service center and to take corrective action to implement change
- Discover and Document the process which is needed to be shared within the Team and Process
- Provide KB for issues which has no fix
- Keep FCR and SLA under control
- Maintain Accurate case document for Calls and Incident
- Effectively manage FCR, CSAT and SLA
SYSTEM ADMINISTRATOR
NETCRAFTZ
01.2021 - 01.2022
- Remote trouble Shooting and Remote Access of user end system
- Installing and configuring different types of OS and Software
- Implementing software upgrades, network improvements and system alterations
- Creating and managing User accounts respond to user request and questions
- Trouble shooting on Conflicts on Cloud Computers
- Managing the Primary server, Taking Backup and reducing the bottle necks
- Active Directory Maintenance and GSuite Maintenance
- Responding And closing User end issues using Ticketing Tools
- Assets Management of the organization
- Handling Calls, Email from Domestic and international Client and supporting them for Solving technical Issues
- Liaising with Vendors for Purchasing Devices Such and Firewall, Routers Etc
Education
Bachelor of computer applications -
Sambhram Academy of Studies
01.2021
Pre-university College (Science – PCMC) -
Seshadripuram PU College Main
01.2016
SSLC -
Soundarya high school
01.2014
Skills
- Microsoft 365 User Management
- Azure Admin
- Active Directory Management
- ServiceNow
- GS Lightning
- Autotask
- Sentinel One
- Technical Support
- Cloud Application
- Troubleshooting
- VPN
- MS Office application
- Switches
- Firewall
- Communication skills
- Multi-tasking
- Customer support strategy
Certification
MS AZURE Admin, Microsoft, 2024-2025, 9A6EBB2AFB02827E
Projects
GOS HYPERCARE PREMIUM PROJECT, Grade of service Hypercare is a premium client project, where end users are basically new hires, Executives or VIP users who will be facing technical issues with device or application. I was able to successfully complete the project with the most number of tickets logged in and high close count along with the most number of CSAT received.
Languages
- English
- Kannada
- Malayalam
- Tamil
Skillsets
- Knowledge in office 365 admin and Azure
- Knowledge on VPN, MS office application
- Hands-on experience in Cloud application
- Implementing and Troubleshooting on Technical issues
- Good Understanding of Networking Concepts, switches and firewall
- Active Directory and basic server level applications
- Excellent communication skill and ability to multi-task
- Ability to work efficiently under pressure
Personal Information
- Father's Name: Suresh Kumar.M
- Date of Birth: 02/14/98
- Nationality: Indian
Timeline
TECHNICAL SUPPORT ENIGINEER
Value point systems
11.2023 - Current
DUTY MANAGER
SOFTSOL (VMWARE)
09.2023 - 11.2023
TECHNICAL OPERATION ANALYSTS (SENIOR TECHNICAL ENGINEER)
ARTECH (WELLS FARGO)
11.2022 - 09.2023
TECHNICAL SUPPORT ENGINEER (LEVEL 2)
SPSOFT - UNISYS
03.2022 - 11.2022
SYSTEM ADMINISTRATOR
NETCRAFTZ
01.2021 - 01.2022
Bachelor of computer applications -
Sambhram Academy of Studies
Pre-university College (Science – PCMC) -
Seshadripuram PU College Main
SSLC -
Soundarya high school
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