Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sri Vasuki Nagaprasanna

Sri Vasuki Nagaprasanna

Bangalore

Summary

Dynamic IT professional with a proven track record at Koch Business Solutions India Pvt Ltd, excelling in remote desktop services and customer experience management. Spearheaded a project that resolved a record backlog of support tickets, enhancing system efficiency by 30%. Expert in technical troubleshooting and fostering client relations, consistently driving satisfaction and retention.

Overview

11
11
years of professional experience

Work History

Technical Support Specialist

Koch Business Solutions India Pvt Ltd
Bangalore
03.2021 - Current
  • Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
  • Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
  • Troubleshot system errors and identified potential solutions.
  • Diagnosed system problems using remote tools to access customer machines.
  • Assisted in the development of technical documentation for internal use by IT staff members.
  • Developed scripts to automate routine tasks for users on the network.
  • Created user accounts with appropriate permissions levels based on job requirements.
  • Implemented new technologies such as cloud-based services or mobile device management systems.
  • Responded promptly to service tickets submitted by users experiencing technical difficulties.
  • Ensured that all endpoints were properly secured against malicious attacks.
  • Tracked customer requests from initial contact through resolution.
  • Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
  • Provided training for users on new technologies or procedures related to their jobs.
  • Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
  • Documented and updated case notes for each customer and work order.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
  • Boosted revenue by offering spare parts catalogs, interactive DVDs, MS PowerPoint presentations and AutoCAD Inventor usage conversions.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Used remote login tools to assist clients with technical and product questions.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Associate Engineer

Concentrix Services India Pvt Ltd
Bangalore
11.2017 - 03.2021
  • Provided technical support to customers regarding software and hardware issues.
  • Created documents for user manuals, installation instructions and troubleshooting procedures.
  • Collaborated with other teams to implement new features in existing systems.
  • Documented processes related to system development life cycle.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
  • Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.

IT Support Technician

Envoy Mortgage Services India Pvt Ltd
Bangalore
02.2016 - 10.2017
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Monitored and responded quickly to requests received through the IT help desk ticketing system.
  • Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
  • Performed maintenance and upgrades to existing computer systems as needed.
  • Configured user accounts in Active Directory and other directory services platforms.
  • Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
  • Resolved escalated customer inquiries via telephone or remote access tools.
  • Documented technical information such as troubleshooting steps taken during issue resolution process.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.

Customer Care Representative

Mphasis
Bangalore
06.2015 - 02.2016
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.

CCSS Representative 1

HSBC EDPI Pvt Ltd
Bangalore
05.2014 - 05.2015
  • Handled calls assisting end users with day-to-day banking queries.
  • Strived to provide excellent customer service.

Education

High School Diploma -

SBRR MAHAJANA PU COLLEGE
MYSORE, INDIA
03-2011

High School Diploma -

EAST WEST PUBLIC SCHOOL
BANGALORE, INDIA
03-2008

Bachelor of Computer Applications - Computer Science

AMITY ONLINE UNIVERSITY
NOIDA, INDIA

Skills

  • Remote desktop services and support
  • Application installations
  • Customer experience management
  • Performance optimization
  • Problem resolution
  • Operating systems
  • Technical troubleshooting
  • Desktop component repair
  • Technical instruction
  • Hardware configuration
  • Account management
  • Remote IT implementation
  • Incident management
  • Remote diagnostics
  • Accurate documentation
  • Remote technical assistance
  • System provisioning
  • User training
  • Telephone call control
  • System diagnostics
  • Application support
  • Mobile device management
  • Customer support
  • Active directory
  • VoIP systems
  • Wireless networking
  • User access control
  • Policy implementation

Timeline

Technical Support Specialist

Koch Business Solutions India Pvt Ltd
03.2021 - Current

Associate Engineer

Concentrix Services India Pvt Ltd
11.2017 - 03.2021

IT Support Technician

Envoy Mortgage Services India Pvt Ltd
02.2016 - 10.2017

Customer Care Representative

Mphasis
06.2015 - 02.2016

CCSS Representative 1

HSBC EDPI Pvt Ltd
05.2014 - 05.2015

High School Diploma -

SBRR MAHAJANA PU COLLEGE

High School Diploma -

EAST WEST PUBLIC SCHOOL

Bachelor of Computer Applications - Computer Science

AMITY ONLINE UNIVERSITY

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Sri Vasuki Nagaprasanna