Summary
Overview
Work History
Education
Skills
Languages
Timeline
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VAISHNAVI M

Hyderabad

Summary

Technical Support Associate with over 2 years of combined experience in customer and tech support roles. Skilled in resolving technical issues through chat, email, and call support using tools like Salesforce, Remedy, and Active Directory. Experienced in troubleshooting hardware devices, managing incident tickets, resetting passwords, and supporting clients with printer/network issues. Strong at documenting issues, escalating appropriately, and maintaining high service standards in fast-paced environments.

Overview

3
3
years of professional experience

Work History

Associate - Technical Support

Tech Mahindra
Hyderabad
11.2023 - 12.2024
  • Delivered Level 1 technical support across hardware, software and in-store network systems for desktops, thin clients, printers, servers, and mobile devices.
  • Handled inbound calls, chats, and emails for domestic and international clients, using Remedy for incident logging and resolution tracking.
  • Performed comprehensive network diagnostics: verified MAC address connectivity, ran CK commands via PowerShell for router switch-ups, and conducted ping sweep analysis for intranet/server outages.
  • Monitored Indyme and Nuance systems via Cisco for store security communications; managed paging/call box alerts for emergency announcements.
  • Troubleshot Lexmark printer network issues including email and fax settings; coordinated with third-party vendors for escalated hardware/software fixes.
  • Managed Active Directory tasks including password resets, account unlocks, and access troubleshooting.
  • Ensured SLA compliance and upheld service quality and professionalism in all client communications.

Learner Success Manager

Simplilearn
Bengaluru
06.2022 - 06.2023
  • Handled inbound calls, chats, and emails for both domestic and international learners, resolving product-related queries efficiently.
  • Used Salesforce as a ticketing tool to log, track, and manage customer issues and service requests.
  • Diagnosed issues, explained appropriate solutions, and ensured problem resolution in alignment with company SLAs and quality benchmarks.
  • Maintained high standards of customer experience and service quality, while managing productivity metrics effectively.
  • Performed Active Directory tasks, including password resets, and basic user account management.
  • Escalated unresolved or high-priority issues to higher-level technical operations teams to ensure timely resolution.
  • Managed escalation risks proactively, preventing negative user experiences, and potential social media escalations.

Education

Bachelor of Science - Biotechnology, Genetics, Biochemistry

Garden City University
06.2022

Skills

  • Technical support and troubleshooting
  • Salesforce and Remedy ticketing
  • Active Directory, account management, and password reset
  • Microsoft Office Suite
  • Network configuration and troubleshooting
  • CRM systems
  • PuTTY, DHCP, DNS, ping sweep, touchpoint, Guacamole, Cisco, UPS backup, telephone connectivity, fax, Lexmark printer
  • Incident documentation and escalation
  • Communication skills
  • Multitasking

Languages

  • English
  • Telugu
  • Kannada
  • Hindi

Timeline

Associate - Technical Support

Tech Mahindra
11.2023 - 12.2024

Learner Success Manager

Simplilearn
06.2022 - 06.2023

Bachelor of Science - Biotechnology, Genetics, Biochemistry

Garden City University

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VAISHNAVI M