Summary
Overview
Work History
Education
Skills
Previous Experience
Timeline
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Shyamnath Maliyakkal

Shyamnath Maliyakkal

Chennai

Summary

Dynamic technical support professional with extensive experience at Convergys India Services, specializing in Microsoft Outlook and Symantec Endpoint Encryption. Proven track record of achieving high customer satisfaction and managing escalations effectively. Skilled in technical troubleshooting and client communication, driving product improvements and ensuring seamless integration for enterprise clients.

Overview

15
15
years of professional experience

Work History

Advisor II Technical Support (Microsoft Outlook In-App Support)

Convergys India Services PVT. LTD.
03.2023 - 07.2024
  • Provided technical support to customers experiencing errors in Microsoft Outlook, achieving a [quantifiable metric, e.g., xx% customer satisfaction rate]
  • Diagnosed and resolved [Number] of customer issues related to Outlook configuration, connectivity, and functionality daily
  • Configured Microsoft Outlook for enterprise clients, ensuring seamless integration with existing systems
  • Identified and reported unresolved issues to senior technical staff, contributing to product improvements
  • Managed multiple chat sessions simultaneously, providing efficient and effective support

Duty Manager (Enterprise Support)

Concentrix Technologies Pvt. Ltd.
02.2022 - 02.2023
  • Managed escalations for four Lines of Business (LOB), ensuring timely resolution and client satisfaction
  • Tracked and monitored escalation cases, proactively identifying potential delays and implementing corrective actions
  • Created and distributed daily/weekly reports on escalation metrics, providing insights to team leadership
  • Conducted quality checks on handled cases, identifying areas for improvement and providing coaching to Technical Support Engineers (TSEs)
  • Collaborated with Workforce Management (WFM) to provide accurate billing information

Technical Support Engineer

Concentrix Technologies Pvt. Ltd.
07.2016 - 02.2022
  • Provided technical support for Symantec Encryption products to enterprise clients across NAM, EMEA, and APJ regions via phone, email, and chat (Bomgar)
  • Deployed servers in VSphere client (VMware ESXi) and physical machines, implementing client packages via GPO and manual installation
  • Created and managed databases in MS SQL, configuring user accounts and permissions for encryption appliances
  • Coordinated with enterprise technicians via Webex and RDP to implement secure infrastructure designs
  • Performed data recovery for BSOD, blank screen, and other critical issues using Symantec Recovery and WinPe ISO
  • Maintained detailed documentation of all interactions and actions, adhering to strict process guidelines

Senior Technician (Remote Support)

Sutherland Global Services Pvt. Ltd.
08.2009 - 01.2016
  • Provided remote technical support for a major US-based antivirus company, resolving a wide range of customer issues
  • Consistently met or exceeded Key Result Areas (KRAs) in technical support and sales performance
  • Achieved 'Maximum Revenue Maker' status by effectively selling out-of-warranty services and software packages
  • Received positive customer feedback and recognition for outstanding performance

Education

B.A - English

Annamalai University
Chennai
01.2007

Higher Diploma - Software Application

Tulec

Skills

  • Router
  • Switches
  • DNS
  • DHCP
  • IP
  • IP Security
  • Symantec Endpoint Encryption
  • PGP Universal Server
  • Active Directory
  • GPO
  • VMware ESXi
  • SQL
  • Windows Server
  • Command Line Interface (CLI)
  • Scripting (eg, PowerShell)
  • VOIP
  • Endpoint Detection and Response
  • Endpoint encryption
  • Cloud App security
  • DLP
  • XDR
  • EPO
  • Malware Analysis
  • Cyber Security
  • Windows Server administration
  • Linux command line
  • Technical Troubleshooting
  • Issue Resolution
  • Customer Communication
  • Escalation Management
  • Chat Support
  • Remote Support
  • Team Leadership
  • Performance Monitoring
  • Reporting
  • Client Communication and Training

Previous Experience

Previous experience in customer service, collections, and hardware engineering roles at Adventity Global Services, ISmart Global, First Cash Financial Services, TVS Finance & Services, Ashok Leyland Finance, and ABM Info Systems. Responsibilities included customer support, account management, collections, and technical troubleshooting.

Timeline

Advisor II Technical Support (Microsoft Outlook In-App Support)

Convergys India Services PVT. LTD.
03.2023 - 07.2024

Duty Manager (Enterprise Support)

Concentrix Technologies Pvt. Ltd.
02.2022 - 02.2023

Technical Support Engineer

Concentrix Technologies Pvt. Ltd.
07.2016 - 02.2022

Senior Technician (Remote Support)

Sutherland Global Services Pvt. Ltd.
08.2009 - 01.2016

B.A - English

Annamalai University

Higher Diploma - Software Application

Tulec

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Shyamnath Maliyakkal