Thanga Muthu R
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Cognizant Technology Solutions, CTS
04.2022 - Current
- Enhanced customer satisfaction by involved in technical bridge for high priority production issues like C1 chat issue, VDI latency, Service restart etc.. by resolving complex technical issues promptly and effectively.
- 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.
- Creating and maintaining technical documentation, including knowledge base articles, FAQs, & SOP guides, to help customers and internal teams find solutions to common problems efficiently.
- Active Directory- User, Group and File System management, Responsible for adding, creating new users, groups and setup directories, access/restrictions to software & directories
- Worked in AWS services like EC2 instances, Load balancers and decommission the servers.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Due to personal interest in AWS Currently pursing AWS certified Solutions Architect - Associate .
Education
Bachelor's in - Mechatronics Engineering
PSN Institute of Technology And Science
Tirunelveli, TN04.2021
Skills
- PagerDuty , DataDog, Scom
- Active Directory, AD manage
- AWS, VMware, VDI Horizon
- L15 level of Knowledge in Wintel, Sql, and Network tower
- Technical Support through calls and chats
- Technical Troubleshooting & Problem-Solving
- Ticket management, JIRA Systems
Certification
- Certified in JIRA Management Service, Udemy
- AWS Certified Solutions Architect – Associate Certification , Udemy - InProgress
Timeline
Technical Support Engineer
Cognizant Technology Solutions, CTS
04.2022 - Current
Bachelor's in - Mechatronics Engineering
PSN Institute of Technology And Science
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