Oversaw technical support operations in help desk settings to optimize user experience. Led initiatives in diagnostics and conflict resolution to enhance team efficiency. Fostered a culture of continuous learning to adapt to emerging technologies.
Overview
10
10
years of professional experience
Work History
Process Associate
Tata Consultancy Services
Gurgaon, India
01.2022 - 06.2022
Triage and Analyze Incidents and fix them within a given SLA.
Report mass outage and remediation.
Worked on Fibre to the Node(FTTN), Fibre to the Building(FTTB) technology and Fibre to the Premises(FTTP)
Worked on Comptel SRI, Comptel order management, BMC Remedy, Confluence, EVO maps and Salesforce
Checked DSL PM counters, Line quality diagnosis, Single-ended line test, Metallic line test and Line State diagnosis to Analyze the issue.
Interpreting and identifying loopback errors and emailing the loopback error handling team to get it fixed.
Achievements/Tasks
Contact: Ashwathy K - +919967689172
Tech Support Advisor
Teleperformance(CRM Services India Pvt. Ltd)
Gurgaon, India
11.2012 - 11.2013
Install and configure new hardware and software, reset passwords, and respond to other computer system-related questions. Duties also include staying abreast of current developments in technology. Troubleshooting PC, laptop, tablet and mobile with wifi issues and defragmentation of hard drive, clearing cookies and cache.
Helped customers by answering to there queries and empathizing with them and providing resolutions to their complaints.