Sreeram Singh
Tampa,FL
Summary
To obtain a position that challenges and provides me the opportunity to reach my full potential personally and professionally utilize my abilities while making significant contribution to the company.
Overview
1
1
year of professional experience
Work History
Technical Support Engineer
Computer Generated Solutions
11.2020 - 12.2021
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Attend calls with clients to analyze, troubleshoot and diagnose hardware problems
- Taking ownership of customer issues reported and seeing problems through to resolution
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Research and identify solutions to software and hardware issues
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Document technical knowledge in the form of notes and manuals
- Ensure all issues are properly logged
- Responding to technical support tickets
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Documented faults and bugs for referral to development staff for use in updates.
Education
Master of Science - Computer Technology
Eastern Illinois University
Charleston, IL05.2024
B.Tech(CSE) - Computer Science
Andhra University
05.2018
Skills
- Troubleshoot, analyze, and resolve computer problems related to both hardware and
- Software
- Deploy new equipment and install applications, which enable the customer to perform their job
- Function on updated equipment which leads to higher work output
- Install support, troubleshoot and upgrade Windows 7, Windows 8, windows 10 in any other authorized Work Stations, Laptops & Desktop
- End-user supporting and troubleshooting, upgrading ram, hard disk and laptops/desktops
- Resolving basic network issues related to port, NIC, network driver, TCP/IP and subnet
- Troubleshooting user profile and windows login issues with the domain
- Provided technical solutions and investigated alternative methods for solving
- Problem
- Resolved issues related to Windows, application, virus isolation, and removal, storage, and
- Hardware configuration problems
Disclaimer
I hereby declare that above information is correct to the best of my Knowledge and belief.
Timeline
Technical Support Engineer
Computer Generated Solutions
11.2020 - 12.2021
Master of Science - Computer Technology
Eastern Illinois University
B.Tech(CSE) - Computer Science
Andhra University
Similar Profiles
Aarif AnsariAarif Ansari
Data Engineer at CGS (Computer Generated Solutions)Data Engineer at CGS (Computer Generated Solutions)
Gaspare Adriano PavoneGaspare Adriano Pavone
Call Center Operator at Computer Generated Solutions, CGSCall Center Operator at Computer Generated Solutions, CGS
Glenda A. BurrusGlenda A. Burrus
Designated Resolution Officer at Computer Generated SolutionsDesignated Resolution Officer at Computer Generated Solutions
Edrina CarswellEdrina Carswell
Technical Training Instructor at CGS Computer Generated SolutionsTechnical Training Instructor at CGS Computer Generated Solutions
Augusto TodeschiniAugusto Todeschini
Client Development Operations Professional at Fisher InvestmentsClient Development Operations Professional at Fisher Investments