Sumukh V R
Technical Support Engineer
Bangalore
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
7
7
years of post-secondary education
3
3
Languages
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.
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
05.2017 - 09.2021
Class XII - Science
Excellent PU College
06.2015 - 03.2017
Class X -
Little Rock Indian School
Brahmavara 06.2014 - 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)
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 Suppor t: 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.
Hobbies
Playing cricket – participation in local club tournaments demonstrates teamwork, strategic thinking, and commitment to regular practice.
Playing badminton – regular partner matches show agility, focus, and competitive spirit.
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
05.2017 - 09.2021
Class XII - Science
Excellent PU College
06.2015 - 03.2017
Class X -
Little Rock Indian School
06.2014 - 03.2015