Vincent Muddanur
Technical Support Engineer
Hyderabad
Summary
Adept Technical Support Engineer with a proven track record at Infinx Services Private, where I led a team to exceed performance metrics through exceptional customer service and expertise in ITIL processes. Skilled in both application support and fostering teamwork, I streamlined troubleshooting processes, enhancing issue resolution efficiency and client satisfaction with 7 years of experience helping clients maintain smooth operations.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
Infinx Services Private
02.2023 - 03.2024
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Experienced working on BMC, CA, zPhone, Service desk Plus ticketing tools
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime
- Talking to clients through a series of actions, either via phone, email, chat and remote access
- Setup Microsoft 365 Portal and licenses, migrated the firms POP3 email services to Microsoft Office 365 hosted solution. Recovering lost emails
- Installing software and troubleshooting Network, Local printers and troubleshooting various technical issues on Computer and Network
- Unlocking, enabling and resetting the passwords for the User-id in Active Directory and in applications for SAP, I-series, Lawson Kronos, Citrix, Office 365, Outlook
- Asking Users targeted questions to quickly understand the root of the problem. Track computer system issues 24/7 through to resolution, within ETA.Provide prompt and accurate feedback to Users and helping them in understand the issue
- Escalating unresolved issues to appropriate internal teams (e.g. software developers) documenting technical knowledge in the form of notes and manuals. Maintain professional communication with
- Consistently met or exceeded performance metrics, contributing to overall team success.
Technical Support Engineer
Locuz Enterprise Solutions
10.2020 - 01.2023
Technical Support Engineer
Seneca Global
03.2016 - 03.2017
Process Associate
Genpact
03.2014 - 02.2016
IT Help Desk Technician
Microsense Private Limited
03.2010 - 02.2014
Education
Bachelor of Science - Computer Science
New Science
Telangana, India 04.2001 -
Skills
Customer Service
Ticket management
Application support
Training and mentoring
Issue escalation
Ticket queue software
Problem resolution
ITIL processes
Timeline
Technical Support Engineer
Infinx Services Private
02.2023 - 03.2024
Technical Support Engineer
Locuz Enterprise Solutions
10.2020 - 01.2023
Technical Support Engineer
Seneca Global
03.2016 - 03.2017
Process Associate
Genpact
03.2014 - 02.2016
IT Help Desk Technician
Microsense Private Limited
03.2010 - 02.2014
Bachelor of Science - Computer Science
New Science
04.2001 -