Shruthi H
Chennai
Summary
Dynamic Technical Specialist at Kyndryl Solutions Pvt Ltd, adept in incident management and workflow optimization. Proven track record in resolving complex technical issues while fostering strong client relationships. Demonstrated leadership in training junior staff and streamlining processes, enhancing efficiency and service delivery. Expert in BMC Control-M with exceptional problem-solving skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Specialist
Kyndryl solutions pvt ltd
Chennai
11.2020 - Current
- Managed daily ticket queue effectively through efficient triage, diagnosis and resolution.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Used support tickets to track and speed up incidents.
- Coordinated with customer application teams to prominently resolve the critical issue.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Addressing the issue in a timely manner.
- Onboard and trained all incoming junior tech support specialists.
- Monitoring of control - m related batch jobs and reaching out to customer application teams on time to avoid critical issues.
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of work.
- Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
- Established and maintained strong client relationships through exceptional problem-solving and technical support.
Education
Bachelor of Engineering - Computer science and engineering
Veltech multi tech Dr.RR Dr.SR Engineering College
Chennai, India05.2020
Skills
- Knowledge about BMC control-m
- Time management
- Leadership
- Problem solving
- Effective communication
- User training expertise
- Incident management
- Workflow optimization
- Team coordination
Certification
- Azure 900 Fundamentals Certified
- Amazon Web Services certified
- Azure 104 Administrator Associate certified
Accomplishments
- Received multiple customer appreciations by resolving the issue in a short span of time.
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of work.
Timeline
Technical Specialist
Kyndryl solutions pvt ltd
11.2020 - Current
Bachelor of Engineering - Computer science and engineering
Veltech multi tech Dr.RR Dr.SR Engineering College
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