Sonia KV

• Investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
• Provide first-level technical support to clients via remote sessions, email, or chat
• Quickly and accurately diagnose and resolve technical issues related to hardware, software, and network connectivity
• Assist clients with hardware issues, including desktops, laptops, printers, and peripherals
• Provide guidance on software applications, troubleshoot software-related problems, and assist with installations and updates
• Utilize remote desktop tools to access and troubleshoot clients' computers and systems
• Assist clients with software installations, updates, and configuration changes remotely
• User Accounts and Access Control
• User Profile management
• Windows Update management
• Remote Desktop Services configuration and management
• Printing configuration and management

● Worked as Customer Support Representative for Bank of Ireland in IT support
● Involved in L1 Support for IT issues in production environments.
● Involved in creating ServiceNow Incident, Problem Record, and Change request.
● Provide thorough support and problem resolution for customers
● Maintain composure and patience in face of difficult customer situations.
● Build and maintain successful relationships with customers
● Achieve consistent #1 and #2 rankings in monthly metrics, including call duration, number of calls
per shift, and customer satisfaction ratings.
● Processed inbound and outbound technical support calls at a faster rate than normal average time.

● Handling customers from the EMEA, APJ & the AMERICAS regions, following varied processes.
● Understanding the terms and conditions of service level agreement, providing solutions to high end
clients to meet fixed SLA
● Logging cases that come via e-mails sent by the customer and getting them assigned to the
respective team of diagnosis engineers.
● Contacted customers, engineers, in-country teams, logistics teams from different regions to ensure
quick and efficient issue resolution for both normal and mission critical cases.
● Contacting duty managers from different regions to escalate those cases which are not actioned by
engineers, making sure that the SLA is not affected.