VINOD MISHRA
Bangalore
Summary
Experienced IT support engineer with 11+ years of assisting customers with application issues and providing technical support. Demonstrated expertise in resolving complex technical problems and delivering exceptional customer service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer & Business Analyst
ALVARIA (Formerly Aspect)
04.2019 - Current
- Assisted enterprise customers by addressing and resolving intricate issues related to their contact center systems
- Successfully troubleshooted and diagnosed intricate Application problems
- Assisted with problem resolution for end users who faced challenges in isolating or fixing equipment or software problems.
- Collaborated with DBAs to enhance troubleshooting on SQL servers.
- Troubleshot performance-related issues on Windows server by analyzing perfmon, event viewer, and application logs
- Troubleshot Linux issues pertaining to recordings, voice problems and log parsing for effective troubleshooting.
- Worked closely with DBAs and advanced support teams to investigate and document product issues for the engineering team's attention
- Contributed and actively participated in global upgrades and implementations team
- Troubleshooting CCXML and VoiceXML languages/applications.
- Recognized as a valuable member of the top-performing team in both 2019 and 2020.
Tech Support Engineer
MICROSOFT
11.2015 - 04.2019
- Provided specialized desktop support to Microsoft Premier Customers, with a focus on Office deployment and activation issues, as well as troubleshooting application-related problems.
- Installed and configured KMS servers in Windows and virtualized environments (VMWare, Citrix), resolved issues related to Microsoft Office KMS and MAK activations, and demonstrated expertise in Windows KMS troubleshooting
- Utilized comprehensive review techniques to identify and resolve Office installation failures through careful examination of verbose and MSI logs
- Managed configuration of user settings using group policies, effectively resolving crashes and unresponsiveness in Office software. Executed various Microsoft Excel duties, such as importing and establishing connections with external data sources.
- Effectively tackled performance issues within all Office applications, while also resolving sign-in glitches in O365 and troubleshooting third-party add-ins.
- Utilized advanced tools such as procmon and process Explorer for effective troubleshooting of Office product issues.
- Conducted triage and provided training on new features while adhering to company policies and engineering guidelines
- Recognized as a member of the top-performing team in H2 FY 18.
Tech Support Engineer
WIPRO
06.2013 - 11.2015
- Delivered specialized desktop support services to Microsoft Professional customers, emphasizing Office deployment and activation. Additional responsibility included serving as an escalation resource for the Office 365 frontline deployment team.
- Achieved recognition for outstanding performance as a support engineer in FY'14 Q2
- Achieved certification for outstanding performance as a support engineer during FY'14 and Q3.
Document Research Specialist for CITI Bank
TCS
06.2010 - 01.2013
- Performed efficient analysis of documents and effectively relayed information to appropriate teams for further processing.
- Promoted to QA position in December 2012.
Tech Support Engineer
DELL On Call
01.2008 - 06.2010
- Ensured customers' satisfaction by providing comprehensive support and troubleshooting for Dell software problems, emphasizing sales.
- Configured wireless connections and resolved connectivity issues by installing drivers and third-party applications.
- Recognized with the highly esteemed SITEL Star honor due to exemplary performance.
- Recognized as a top-performing engineer, achieved a Play Station 2 in the Dell Premier League contest for consistently exceeding customer satisfaction targets, resolving technical issues promptly, achieving low average handle time (AHT), and attaining exceptional sales score.
- Installation and repair of operating systems, including re-installation and upgradation.
- Solved network connection issues through proper setup of wireless devices
- Successfully resolved troubleshooting issues related to both internet connectivity and printers.
Skills
- Technical support
- Troubleshooting
- SQL servers
- Windows server
- Linux
- CCXML
- VoiceXML
- Business analysis
- Cross-functional collaboration
- Knowledge transfer
- Incident ticket analysis
- Dashboard maintenance
- Customer access issue resolution
- Knowledge base article creation
- UAT testing
- Desktop support
- Office deployment and activation
- KMS servers
- Office installation troubleshooting
- Group policy deployment
- Performance issue resolution
- Sign-in issue resolution
- Third-party add-in troubleshooting
- Procmon and Process Explorer utilization
- Triage
- Training on new features
- Document research
- QA
- Software support
- Driver installation
- Wireless connection setup
- Printer issue resolution
- Operating system installation and repair
- Internet troubleshooting
Certification
- Excel 2016
- Kepner-Tregoe
- 70-346: Managing Office 365 Identities and Requirements.
- 98-369: Cloud Fundamentals.
- Google IT Support Professional Certificate.
- Google Data Analytics Professional Certificate.
Highestqualification
Bachelor’s degree in Physics.
Hobbies and Interests
Watching Cricket, Hockey and reading books.
Timeline
Senior Technical Support Engineer & Business Analyst
ALVARIA (Formerly Aspect)
04.2019 - Current
Tech Support Engineer
MICROSOFT
11.2015 - 04.2019
Tech Support Engineer
WIPRO
06.2013 - 11.2015
Document Research Specialist for CITI Bank
TCS
06.2010 - 01.2013
Tech Support Engineer
DELL On Call
01.2008 - 06.2010
- Excel 2016
- Kepner-Tregoe
- 70-346: Managing Office 365 Identities and Requirements.
- 98-369: Cloud Fundamentals.
- Google IT Support Professional Certificate.
- Google Data Analytics Professional Certificate.
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