Summary
Overview
Work History
Education
Skills
Languages
RESPONSIBILITIES
Timeline
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Sumukh V R

Sumukh V R

Udupi

Summary

I am a highly skilled Technical Support Engineer with over 2.5+ years of experience in providing effective solutions to customers. My background includes managing high-priority accounts and ensuring customer success through clear communication and technical proficiency. I am adept at diagnosing and resolving complex issues while adapting quickly to new technologies.

Overview

2
2
years of professional experience

Work History

Technical Support Engineer

HP
05.2023 - Current
  • Technical Support Engineer-I with 2.3 years of experience in enterprise-level support for the Americas commercial team, specializing in laptop and desktop hardware/software troubleshooting, customer satisfaction, and SLA compliance.
  • Handling the high-priority accounts of the business in day-to-day life and maintain the end-to-end case activity.
  • Providing technical solutions to customers with best efforts and resolved 90% of high-priority cases within SLA timeframes, ensuring customer satisfaction.
  • Knowledge of the business process and best practices to configure and maintain the need of customer success.
  • Met every call-back commitment with 100% reliability, ensuring timely resolutions and reinforcing trust with customers.
  • Professional Summary

Technical Process Consultant

Hinduja Global Solutions
03.2023 - 05.2023
  • Worked as technical support agent handling the customers of the Americans.
  • Good Understanding of Business Process related to the accounts handled in the team and providing the solution at the best.
  • Analyze different issues and interacting with the level 2 team to provide a solution to the customer.
  • Professional Summary

Education

B.E - Mechanical

B.M.S Institute Of Technology And Management
09.2021

Class XII - Science

Excellent PU College
Kundapura
03.2017

Class X -

Little Rock Indian School
Brahmavara
03.2015

Skills

  • Technical Proficiency: Strong understanding of the product or service they are supporting, including troubleshooting techniques
  • Communication Skills: Clear and effective communication both verbally and in writing
  • Problem-Solving Ability: Ability to diagnose and resolve technical issues efficiently and effectively
  • Adaptability: Able to learn new technologies quickly and adapt to changes in products or procedures
  • Time Management: Prioritizing and managing multiple issues or cases effectively to meet service level agreements (SLAs)
  • Microsoft Excel: Power Query, Advanced lookup formulas, Creating Excel dashboards using pivot tables
  • SLA compliance
  • Hardware troubleshooting
  • Software troubleshooting
  • Case management

Languages

English: Full Professional Proficiency, Kannada: Full Professional Proficiency, Hindi: Limited Working Proficiency

RESPONSIBILITIES

  • 1) Workload Management: Prioritize and manage multiple tasks effectively, ensuring that all issues are addressed within agreed-upon timeframes.
  • 2) Escalation: Understand when to escalate issues to more senior engineers or other relevant teams.
  • 3) Client Support: Provide prompt and accurate support to clients, responding to inquiries and resolving issues efficiently.
  • 4) Documentation: Maintain detailed records of all issues, troubleshooting steps, and resolutions.
  • 5) Performance Summary: Met all six strategic goals—SNPS, QA Score, Open Case Reduction, Login Hours, CCTAT, and CRTAT

Timeline

Technical Support Engineer

HP
05.2023 - Current

Technical Process Consultant

Hinduja Global Solutions
03.2023 - 05.2023

B.E - Mechanical

B.M.S Institute Of Technology And Management

Class XII - Science

Excellent PU College

Class X -

Little Rock Indian School

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Sumukh V R