YASHWANTH R

• Resolved over 90% of Tier 2 issues on the first contact, significantly improving first-call resolution rates and reducing escalations.
• Delivered exceptional technical support, consistently achieving 90%+ in Service Level Agreement (SLA) performance, ensuring adherence to critical response times.
• Diagnosed and troubleshot a broad range of hardware, software, and network issues, ensuring timely resolution to minimize system downtime.
• Managed high call volumes, prioritizing and escalating urgent cases to ensure that critical issues were resolved within SLA targets.
• Leveraged monitoring tools to proactively identify and resolve potential system challenges, preventing escalation into major incidents.
• Configured and installed hardware, software, and operating systems for end-users, ensuring optimal workstation setups.
• Managed user accounts in Active Directory, unlocking, resetting credentials, and creating, deleting, and assigning permissions to user accounts.
• Set up network folder and drive sharing, assigning permissions to ensure secure and appropriate access to resources.
• Collaborated with cross-functional teams to develop and implement IT solutions, aligning them with organizational needs and enhancing operational efficiency.
• Trained end-users on best practices for system usage, boosting their productivity and confidence in utilizing technology tools.
• Developed strong relationships with customers by offering personalized support and proactively following up on unresolved cases.
• Maintained a high Customer Satisfaction (CSAT) rating of 4-5 by resolving customer issues with empathy and effective communication.
• Monitored hardware performance and coordinated with vendors to facilitate repairs and replacements, ensuring minimal downtime.
• Installed and configured operating systems and applications to meet user needs and ensure compliance with organizational standards.

• Acted as the first point of contact for incoming technical service calls and emails, resolving Tier 1 hardware and software issues for local and remote company personnel.
• Managed high levels of call flow, efficiently addressing technical support needs, and prioritizing urgent cases to ensure rapid response.
• Increased first-call resolution rates by comprehensively diagnosing and resolving customer concerns, providing clear and actionable instructions.
• Consulted via telephone to analyze user problems, asking probing questions to effectively isolate root causes, and formulate solutions.
• Collaborated with the support team to assist technical individuals (TIs) and managers in resolving emergent issues and developing tailored solutions.
• Developed strong customer relationships through consistent follow-up and proactive communication around known issues or outages.
• Maintained high levels of customer satisfaction by empathizing with customer concerns and communicating effectively, consistently achieving high CSAT scores.
• Configured and troubleshot VPN connections to ensure secure remote access for users.
• Exported and imported PST files in Outlook to support email configuration and data migration tasks.
• Diagnosed hardware issues and coordinated with service providers to facilitate repairs and replacements for end users.
• Leveraged networking knowledge to configure IPv4 and DNS settings, ensuring seamless network connectivity.
• Reviewed support cases for technical and troubleshooting accuracy, identifying opportunities for process improvements to enhance efficiency.
• Delivered local and remote IT support, ensuring smooth system operation and resolving software and hardware issues for end users.
• Familiar with the ITIL process, following best practices for IT service management, and ensuring consistency in service delivery.

Disassembled computer systems to diagnose and resolve hardware issues.

• Monitored system performance and ensured optimal functionality.
• Installed software and operating systems as needed to support user requirements.
• Created backups of essential files and tracked daily internet speeds, maintaining records in an online spreadsheet.
• Diagnosed and troubleshot hardware, software, and network issues efficiently.
• Responded to customer inquiries and delivered technical assistance, both over the phone and in person.
• Reduced downtime by proactively troubleshooting and resolving IT issues before they escalated.
• Monitored and submitted reports on camera and screenshot recordings for compliance and security purposes.

• Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills
• Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction