Savio Fernandes

I bring a strong background in technical support, escalation engineering, and operational coordination across telecommunications, Microsoft ecosystems, and warehouse environments. My experience includes diagnosing advanced Windows OS and performance issues and have independently supported telecom customers, resolved phone line issues, managed technical escalations, and maintained detailed reporting and ticket tracking. In operational roles, I've coordinated stock movement, processed purchase orders, completed inventory reconciliation, and worked closely with suppliers and merchandisers to ensure product accuracy and timely delivery.

Across all roles, I consistently delivered high customer satisfaction and communicated clearly with both customers and senior stakeholders.

Tier 2 – Escalation Engineer - Concentrix - India

(2021-09 - 2025-12)

• Troubleshoot advanced performance issues including high CPU, high memory, system slowness, and resource bottlenecks across Windows devices.
• Diagnose Windows OS failures, including no-boot scenarios, system hangs, crashes, and in-place upgrade or patch-related issues.
• Investigate and resolve issues with in-built Windows apps, such as Start Menu failures, app crashes, and platform-level functionality not launching.
• Capture and analyse diagnostic logs (Procmon, Procdump, Perfmon, RAMMap, Resource Monitor, Event Viewer, memory dumps).
• Perform root-cause analysis (RCA) for complex OS, performance, and application-level problems escalated from Tier 1 or frontline support.
• Reproduce, validate, and isolate defects to determine whether issues are configuration-related, environmental, or product bugs.
• Provide remediation steps and workarounds, ensuring minimal downtime for end users while long-term fixes are identified.
• Escalate true product bugs to Tier 3 or engineering with detailed logs, repro steps, and impact summaries.
• Collaborate with engineering, product teams, and support partners to resolve systemic or recurring issues.

Inventory Management Specialist - Sharaf DG - UAE

(2018-06 - 2021-01)

Awarded Apple Mac Air (laptop) for resolving 97% of customer queries within Service Level Agreement (SLA).

• Call and confirm cash on delivery, issue purchase orders to customers.
• Maintain the reconciliation file co-ordinate with merchandiser and supplier for the product availability.
• Estimate delivery time for the stocks to arrive at warehouse.
• Receive stock at warehouse and issuing purchase orders to suppliers.
• Resolve customer's complaint within the given time frame for customer satisfaction – 97%.
• Help inventory team to arrange the stocks and process the orders.
• Create reconciliation reports for returned stock on daily basis (reports shared with higher management).
• Daily meetings with the manager to understand top customer/supplier issues.
• Manage stock between warehouses in different locations (using SAP tool).
• Segregate the defective/damaged stock and send it to the supplier for replacement for doing a PRET to the supplier.

Technical Support - Tech Mahindra - India

(2011-06 - 2013-04)

• Analyse issues raised by customers about their phone line.
• Respond to emails sent by customers.
• Maintain record of customer emails (communication) such as, email received, reply date and time etc in Microsoft Excel.
• Provide technical support to customers until their phone line is functional.
• Ensure by end of business day all reports are submitted to the Team Leader.
• Ensuring customer satisfaction.
• Provided support to customer issues through email and phone.
• Activating phone line connections.
• Being the only person in the team I was solely responsible for resolving technical issues related to phone lines and providing support to customers over the phone and email.
• Prepare reports to maintain records of technical tickets resolved and pending.
• Prepare required documentation to maintain records of complicated technical issues for further investigation by other teams.

Customer Service Executive - Credence Resource Management - India

(2014-10 - 2015-08)

• Review overdue mobile accounts and identify outstanding balances.
• Contact customers to discuss payments and set up repayment options.
• Resolve billing issues and correct any charge or account discrepancies.
• Work with internal teams to fix complex billing or payment problems.
• Process payments and ensure compliance with policy and regulations.
• Track account status and update recovery notes and reports.

Year 12 – Board - St Vincents College of Commerce

Diploma - Automobile Engineering - Kohinoor Technical Institute

Bachelor of Commerce - Commerce (2026-06)