Vincent Muddanur

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.