Vyshali S

Customer-focused Technical Support professional with hands-on experience delivering L1 support through chat and email channels. Strong in troubleshooting system issues, resolving user queries, and maintaining accurate ticket documentation. Skilled in Windows environments, basic networking (IP, DNS, VPN), and CRM/ticketing tools, with working knowledge of SQL for data validation. Known for structured problem-solving, clear communication, and consistently improving user experience.

Digital Interaction Executive - [24]7.ai

(2021-12 - 2022-07)

• Delivered L1 technical support via chat and email, resolving ~40+ customer queries daily related to login issues, connectivity, and service disruptions.
• Diagnosed technical problems using a structured troubleshooting approach and reduced unnecessary escalations by identifying root causes early.
• Logged and tracked incidents using CRM/ticketing systems, ensuring accurate documentation and SLA compliance.
• Collaborated with internal technical teams to escalate complex issues and ensure timely resolution.

Senior Process Executive - Infosys BPM

(2022-07 - 2022-12)

• Investigated operational and system-related issues, identifying process gaps and implementing corrective actions.
• Supported internal tools and workflows, ensuring system reliability and process efficiency.
• Maintained detailed documentation of incidents and resolutions, contributing to knowledge base improvements.
• Worked cross-functionally to resolve service disruptions and enhance customer experience.

GIS Engineer - RMSI Pvt Ltd

(2018-07 - 2020-02)

• Performed data validation and troubleshooting for geospatial systems, ensuring accuracy and system reliability.
• Identified and resolved data inconsistencies impacting navigation and mapping applications.
• Provided technical support for internal tools used in mapping and navigation workflows.
• Improved data quality through structured validation processes and issue tracking.

Postgraduate Certificate - Business Analysis - Mohawk College Hamilton, ON

Postgraduate Certificate - Project Management - Mohawk College Hamilton, ON

Bachelor of Technology - Computer Science and Engineering - Hyderabad, India