Sneha Devaraj
Bangalore
Summary
Adept at technical support and service desk management, I significantly enhanced ticket resolution efficiency and customer satisfaction at Unisys India Pvt Ltd. My expertise in remote support and my ability to foster team growth have been pivotal in optimizing support operations and improving service delivery, demonstrating a proven track record of success in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Desktop Support Engineer
Unisys India Pvt Ltd
Bangalore
11.2021 - Current
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and quickly troubleshot errors.
Senior Technical Support Engineer
Tech Mahindra India Pvt Ltd
Bangalore
01.2020 - 11.2021
- Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
Senior Process Executive
Infosys BPM India Pvt Ltd
Bangalore
01.2016 - 06.2017
- Developed comprehensive reports to track progress, identify trends, and provide actionable insights for senior management.
- Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
Process Associate
Blue Matrix Pvt Ltd
Hubballi
04.2015 - 10.2015
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Identified and resolved process issues to drive optimal workflow and business growth.
Education
Bachelor Of Science - Information Technology
KSOU Mysore University
Karnataka08.2015
Diploma - Computer Science
KLE CIM Polytechnic College
Hubballi, Karnataka05.2012
Skills
- Technical support expertise
- Ticketing system proficiency
- Remote Technical Support
- Remote Desktop Support
- Software Installation
- Incident Management
- Service Desk Management
- Network Troubleshooting
- Microsoft Windows and Office
- End-user support
Timeline
Desktop Support Engineer
Unisys India Pvt Ltd
11.2021 - Current
Senior Technical Support Engineer
Tech Mahindra India Pvt Ltd
01.2020 - 11.2021
Senior Process Executive
Infosys BPM India Pvt Ltd
01.2016 - 06.2017
Process Associate
Blue Matrix Pvt Ltd
04.2015 - 10.2015
Bachelor Of Science - Information Technology
KSOU Mysore University
Diploma - Computer Science
KLE CIM Polytechnic College