IT Technical Support Engineer - Infosys India Pvt Ltd
(2024-04 - 2026-01)
- Diagnose and resolve complex technical issues related to Microsoft 365 services, including Exchange, SharePoint, and Teams.
- Manage and track incidents using professional ticketing systems, ensuring all resolutions meet established SLAs.
- Monitor system performance and apply necessary updates/patches to maintain security and efficiency.
- Oversee IT asset lifecycles, including the deployment and configuration of hardware and software.
- Collaborate with cross-functional teams and stakeholders to optimize user experience and data protection.
IT Technical Support Engineer - Tech Mahindra Pvt Ltd
(2020-03 - 2023-09)
- Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
- Setting up wireless Internet by logging into router page.
- Configuring Email account in email clients like outlook, windows mail, mac mail etc.
- Maintain documentation of customer inquiries and responses for future reference.
- Direct or route customer calls to appropriate personnel for assistance.
- Handle dissatisfied customers in a polite and professional fashion.
- Manage large volume of customer calls in friendly and courtesy manner.
IT Technical Support Engineer - Accenture India Pvt Ltd - Google
(2016-01 - 2019-11)
- Identify and implement new process plan to improve customer support service.
- Research, prioritize and resolve technical customer support issues in a timely manner.
- Direct or route customer calls / requests to appropriate backend teams for assistance.
- Provided technical support for Google Play Store, refunds by using service desk software.
- Installed, troubleshot and maintained system hardware and software.
- Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
- Setting up wireless Internet by logging into router page.
IT Technical Support Associate - Knoah Solutions Pvt Ltd
(2012-06 - 2016-01)
- Provided technical support to customers by using service desk software.
- Installed, troubleshot and maintained system hardware and software.
- Solving Internet related issues like no connectivity, slow speeds, Intermittent connection.
- Setting up wireless Internet by logging into router page.
- Configuring Email account in email clients like outlook, windows mail, mac mail etc.
- Installing security software's like MacAfee into customer's computer by taking remote access of customer's computer.
- Research, prioritize and resolve technical support issues in a timely manner.
