Experience

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  Wns

  Feb 2019 - Oct 2022

  Operations associate
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  Mphasis

  Nov 2022 - Dec 2023

  Technical support engineer

  Roles and responsibilities:· Responding to the incidents reported by users across the globe through voice.· Identifying, investigating, and diagnosing technical issues, troubleshooting, and resolving them.· Diagnosing and troubleshooting technical issues, including account setup and network configuration.· Issues like password reset, account unlock, O365, hardware and software related issues etc.· Taking necessary actions, viz., resolving or escalating the incidents to appropriate internal teams.· Proposing major incidents in case of global outages.· Asking users targeted questions to quickly understand the root of the problem.· Tracking computer system issues through to resolution, within agreed time limits.· Providing prompt and accurate feedback to users.· Referring to internal database or external resources to provide accurate tech solutions.· Ensuring all issues are properly logged.· Prioritizing and managing several open issues at one time.· Follow up with users to ensure their IT systems are fully functional after troubleshooting.· Preparing accurate and timely reports.· Documenting technical knowledge in the form of notes and manuals.· Maintaining jovial relationships with users. Show less

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  Concentrix

  Jan 2024 - now

  Senior technical support advisor

  Security Engineer working on Microsoft Defender for Cloud and Microsoft Sentinel.