Hi, I’m
Ampu Sasidharan Nair
Technical Support Specialist
Niagara Falls,ON
Summary
Qualified Advanced Technical Support Specialist with 7+ years of helpdesk and customer service experience. Provides comprehensive techical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
8
years of professional experience
1
Language
Work History
Vox Mobile
Technical Support Specialist
02.2022 - Current
Job overview
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Delivered customized solutions tailored to clients'' unique needs using advanced problem-solving techniques.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Used ticketing systems to manage and process support actions and requests.
24-7 Intouch
Technical Support Representative
06.2021 - 02.2022
Job overview
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
Lionmarks
Technical Support Engineer
07.2016 - 12.2018
Job overview
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Delivered Tier-3 support and SME input to internal and external customers.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Conestoga College Institute of Technology And Advanced LearningKitchener, ON
PG Diploma from Robotics And Industrial Automation
05.2001
Sunrise UniversityAlwar, Rajasthan, India
Bachelor of Science from Electrical And Electronics Engineering
05.2001
Skills
Performance Optimization
Hardware upgrades
Remote Diagnostics
Software Debugging
Application installations
Customer experience management
System diagnostics
Mobile Device Management
Remote Support
Application support
Asset Management
User Support
Technical Support
Ticket support system management
Technical issues analysis
Complaint resolution
Issue Troubleshooting
Microsoft Office Specialist (MOS) Expert
Mac systems
Help Desk Support
Online Chat Support
Technical Documentation
Computer Diagnostics
Timeline
Technical Support Specialist
Vox Mobile
02.2022 - Current
Technical Support Representative
24-7 Intouch
06.2021 - 02.2022
Technical Support Engineer
Lionmarks
07.2016 - 12.2018
Conestoga College Institute of Technology And Advanced Learning
PG Diploma from Robotics And Industrial Automation
05.2001
Sunrise University
Bachelor of Science from Electrical And Electronics Engineering
05.2001