Sunil Raju

Work History

TCS

02.2024 - Current

Provide first-level IT support to employees, troubleshooting hardware/software issues via phone, email, and remote desktop tools.
Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
Helped customers set up new systems, applications and software.
Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
Led a small team in the absence of the Service Desk Manager, maintaining service continuity.
Asked customers targeted questions throughout troubleshooting to determine smart solutions.
Assessed user feedback to identify areas for improvement in IT services, contributing to continuous service enhancement.
Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
Managed, tracked and resolved user issues using the servicenow ticketing tool.
Provided remote assistant using Bombgar cloud for seamless user support.
Performed user account management tasks in active directory including unlocking and disabling accounts
Worked with intune and Symantec portals for MFA,bitlocker,admin access and respectively.

Infosys BPM Limited (Cisco)

09.2019 - Current

Proven track record of delivering excellent customer service through phone, chat, and web support, Able to effectively communicate technical information to non-technical customers and resolve their issues efficiently
Utilized Salesforce and ServiceNow ticketing tools to log and track customer issues, ensuring accurate documentation and timely resolution
Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring customer satisfaction and adherence to SLAs
Served as the primary point of contact for internal tickets, monitoring and addressing customer queries with actionable plans and feedback to colleagues to ensure timely and appropriate resolution and prevent potential escalations
Helping customers understand the full potential of our platform through Cross selling and upselling to existing clients and ensure the success of renewals
Managed service escalation by identifying issues, containing impact on clients, and addressing issues until brought to resolution
Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments.

DXC Technologies

03.2016 - 09.2019

DXC Technology as Senior process associate and have been a hotel reservation specialist for Accor Process and been consistent in achieving 100% Quality and Sales conversion targets
Also involved in sending conversion report on a day-to-daybasis
Confer with customers on telephone and email in person to provide information about the products and services enquired
Take orders and enter it on the online reservation systems and portals
Using selling techniques to interest customers in the products and making sales
Managed complex customer complaints, offering smart solutions for continued customer satisfaction and loyalty
Appreciation from Managers on providing 90% success rate for2 quarters.

Mphasis Limited (CapitalOne)

04.2014 - 03.2016

Maintained excellent team relationships by helping colleagues with complex customer issues, complaints, and questions
Provided timely and effective solutions based on information
Provided by customers
Ensured daily customer service stayed timely and accurate by solving customer issues within company's 60 minutes deadline
Cross skilled on other Process as well to take care of the any unexpected hike in volume
Increased positive customer reviews by 98% by solving complex, technical computer issues efficiently
Also train the team about new process & cross train them on other activities
Provided solutions to operations issues for users by working closely via phone, email, live chat and web teleconference with end users
Conducting training for voice and data process and certifications for the new joiners.