Sreejith Ramesh
Technical Support Engineer 2
Bangalore
Summary
Knowledgeable & ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of support operations. Collaborative Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources . Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Technical Support Engineer 2
Dell
Bangalore
08.2008 - Current
- Served as primary point of contact for product excursions relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for trainees & new hires
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Documented faults and bugs for referral to development staff for use in updates.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Researched new tactics to better hone responses and shorten remediation times.
- Delivered Tier-3 support and SME input to internal and external customers.
- Designed tailored engineering solutions for internal customers based upon key requirements.
- Liaising between different groups on Technical trainings, product specific updates
- Successfully implemented business changes to bring down the TTC of customer cases.
Technical Support Agent
CLI3L
Bangalore
04.2006 - 07.2008
- Resolved technical issues relating to network connections across multiple systems and applications for customers across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Patiently walked individuals through basic troubleshooting tasks.
Education
Bachelor of Commerce - Commerce
EIILM University
07.2010 - 05.2012
Diploma - Automobile Engineering
Raman Polytechnic
07.2005 - 05.2008
Skills
Technical support expertise
Remote Technical Support
Technical issues analysis
Accomplishments
Successfully implemented Dell community engagement for Social teams in Bangalore
Assisted in successful implementation of Khoros as a new channel in Social
Created a new process for identifying product issues , escalating to engineering & providing a solution to end user on excursion cases
Achieved reduction of TTC (24 days to 10 days) for consumer cases in Social
Timeline
Bachelor of Commerce - Commerce
EIILM University
07.2010 - 05.2012
Technical Support Engineer 2
Dell
08.2008 - Current
Technical Support Agent
CLI3L
04.2006 - 07.2008
Diploma - Automobile Engineering
Raman Polytechnic
07.2005 - 05.2008