UMASHANKAR P GOUNDI
Bagalkot
Summary
Detail-oriented IT professional with ten years of experience in resolving complex user issues and enhancing customer satisfaction. Expertise in software troubleshooting and system integrity drives timely solutions. Proficient in database management, data analysis, data cleaning, and data visualization, complemented by strong communication and collaboration skills.
Overview
10
10
years of professional experience
9
9
Certifications
Work History
Service Delivery Consultant - Rep IV
HP Global Soft
Bangalore
06.2011 - 04.2016
- Extensive user of Active Directory for creation of user accounts, Security Groups, Distribution Lists, Email accounts, VPN access, Folder access and various other tasks
- Managing user accounts, group permissions, user rights permission
- Created email accounts and mailboxes in Exchange 2007 server.
- Created folders, added users, and assigned share permissions to streamline access management
- Onboarded contractors into the system and assigned specific roles to ensure proper access and responsibilities
- Creation of OCS/LCS accounts
- Providing 24/7 support in Portuguese & English Language
- Working towards Incident resolution
- Assigned daily tasks to engineers and monitored their completion.
- Removed printers, desktops, and laptops from the domain.
Incident/Change Management
HP Global Soft
Bangalore
03.2013 - 12.2013
- Monitored ticket status to ensure compliance with SLA requirements.
- Follow three strike rule as per ITIL standards, to ensure the SLA of the tickets is not breached.
- Coordinated with necessary teams to ensure prompt ticket dispatch.
- Followed up on pending incidents and change requests to facilitate timely resolution.
Technical Support Engineer (Mac L2)
HP Global Soft
Bangalore
06.2011 - 03.2013
- Providing Level 2 support via Telephone/Email for issues with Mac Laptops (Only company related software).
- Maintained on-call standards and provided timely support to resolve issues efficiently.
- Take remote sessions via WebEx in case of manual troubleshooting.
- Resolved software issues, including binding Apple MacBooks to Active Directory, troubleshooting Windows installations and errors, and addressing CISCO VPN Client, MS Outlook, domain, login, HP printer, scanner, and configuration issues.
- Troubleshooting the basic networking and wireless issues.
- Tools Used: BMC Remedy (Thin Client and Web Application), Service Manager (SM9), Citrix SSO application, Cisco WebEx, Cisco Any Connect VPN client and CITRIX for the VPN connectivity.
- Trained Mac Level 1 support engineers to enhance team capabilities.
- Mentored new hires and provided assistance to them.
Associate
Ocwen Financial Solutions Ltd
Bangalore
01.2010 - 01.2011
- Assisting customers with tier mortgage queries.
- Processed customer payments accurately, ensuring timely updates to accounts.
- Assisted customers in developing payment plans for delinquent mortgages to help them regain financial stability.
Sr. Technical support representative
Dell International Ltd
Bangalore
07.2008 - 12.2009
- Troubleshot and resolved customer queries regarding Dell computers, enhancing customer satisfaction.
- Monitored real-time sales and AHT parameters, ensuring compliance and supporting team performance.
- SME for a new CRM tool designed by oracle and supporting the floor for their queries on the new tool.
- Managed various processes to align with company standards, contributing to operational efficiency.
Sr. Customer Service Associate
Firstsource Ltd
Bangalore
07.2006 - 07.2008
- Delivered first line technical support for UK broadband customers, troubleshooting issues to enhance user experience.
- Initiated outbound calls to customers during trial period, gathering feedback to improve service delivery.
- Conducted quality of service (QOS) assessments.
- Supported integration batch and production processes, ensuring smooth transitions and operational stability.
Education
Some College (No Degree) - Data Analytics
Simplilearn
OnlineBCom -
Periyar University
Salem2nd PUC -
Sheshadripuram Pre-University College
Bangalore10th Standard -
Florence Public School
BangaloreSkills
- User access management
- Technical troubleshooting
- Service delivery management
- Ticketing system usage
- Data analysis
- SQL querying
- Python data analysis
- Data visualization (Tableau and Power BI)
- Microsoft Excel
- Microsoft Office
- Basics in R programming
- Problem solving
- Team leadership
- Effective communication
- Customer relationship management
Service Gap
I had a service gap of 10 years due to relocation to a different town for spouse's job and education of children. I was self-employed, doing a small and medium business, during this period.
Certification
Business Analytics with Excel
Personal Information
Date of Birth: 09/23/83
City: Bengaluru
Languages
English
Upper Intermediate (B2)
B2
Kannada
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
LinkedIn URL
- www.linkedin.com/in/umashankar-goundi-48841120
Timeline
Incident/Change Management
HP Global Soft
03.2013 - 12.2013
Service Delivery Consultant - Rep IV
HP Global Soft
06.2011 - 04.2016
Technical Support Engineer (Mac L2)
HP Global Soft
06.2011 - 03.2013
Associate
Ocwen Financial Solutions Ltd
01.2010 - 01.2011
Sr. Technical support representative
Dell International Ltd
07.2008 - 12.2009
Sr. Customer Service Associate
Firstsource Ltd
07.2006 - 07.2008
Some College (No Degree) - Data Analytics
Simplilearn
BCom -
Periyar University
2nd PUC -
Sheshadripuram Pre-University College
10th Standard -
Florence Public School