Mukesh Kanna

Subject matter expert in technical support with a strong ability to provide clear guidance and actionable solutions. Proven track record of enhancing customer interactions and engineering processes for various products. Detail-oriented and organized, consistently meeting tight deadlines while delivering tier 2 and 3 support. Experienced in telecommunications and customer service, adept at troubleshooting complex issues efficiently and effectively.

Subject matter expert at Tech Mahindra Business Services (2021-01 – Present)

Addressed diverse range of technical issues across multiple systems and applications for customers and end-users in various time zones.

• Recorded support interactions for future reference
• Handled remote desktop support using Microsoft Teams by sharing screens with associates and used salesforce and service Now ticketing tool to escalate the issue.
• Utilized ticketing systems to diagnose and resolve applications and network issues.
• Mitigated escalated issues by acting as subject matter expert on diverse topics.
• Oversaw high volumes of call flow and addressed technical support requirements.

Associate Growth at Zolostays - Corporate Office Building (2019-04 – 2020-11)

Managed team of employees, overseeing hiring, training and professional growth of employees.

• Drove operational improvements which resulted in savings and improved profit margins.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Business Development Executive at KARYA Technologies (2018-06 – 2019-01)

• Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
• Defined and integrated roles, responsibilities and processes for business team and data management organization.

MBA in Human Resource – Madras university (2021-04)

B.Sc in COMPUTER SCIENCE – ALPHA ARTS AND SCIENCE COLLEGE (2018-04)