Sathiskumar Bala Kesnin

Experience

• 

  Dell Technologies

  Apr 2018 - now

  • Led and trained technical support team, boosting product knowledge and service delivery as per ITSM process.• Achieved a 35% reduction in incidents for FY 23/24 through thorough root cause analysis and proactive issue resolution.• Partnered with automation teams to streamline processes, significantly reducing operational workload.• Maintained Power BI dashboards to monitor incident trends, facilitating data-driven decision making.• Supported the maintenance of Chatbots infrastructure, enhancing its API and customer feedback features.• Ensured data accuracy, completeness, and consistency across all systems.• Delivered actionable insights through data analysis to aid decision-making processes.• Conducted regular data quality assessments and implemented necessary corrective actions.• Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.• Mentored junior analysts, fostering professional development while enhancing overall team performance.• Provided support to call center agents across various departments, including Technical Support, Sales, Customer Care, and OSP, in resolving laptop hardware and VOIP software issues.• Worked closely with Business POCs to investigate and resolve mass call disconnection issues by analyzing network and incoming call data.• Conducted testing for new headset models to ensure compatibility and audio quality with the Avaya softphone system.• Served as the escalation point for the L1 team when issues required advanced troubleshooting beyond their capabilities. Show less • Processed work orders and incident tickets for troubleshooting.• Led cleanup/termination initiatives and transition of EMEA Telecom to GTA.• Point of Contact (POC) for LATAM request processing and relocation requests.• Assisted team members with tasks and supported manager with daily activities.• Ensured prompt resolution of Avaya, Cisco, and Lync system issues within SLA targets.• Enhanced Avaya Chatbots' self-service features, reducing escalated support requests.• Resolved voice quality and system performance issues, minimizing downtime for end users.• Provided expert support, troubleshooting complex technical problems for end-users in timely manner.• Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.• Mentored junior staff within IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.• Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.• Reduced manual processes, automating routine tasks to free up resources for strategic initiatives.• Increased user satisfaction by providing comprehensive IT support and training.• Contributed to culture of continuous improvement by leading regular review meetings.• Collaborated with upper management to drive strategy and implement new processes.• Offered input for complex documents to support client-ready final versions.• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards. Show less

  • Senior Analyst, IT Technical Services

    Aug 2023 - now

  • IT Analyst

    Apr 2018 - Aug 2023