Hinduja Malempati
Toronto,ON
Summary
Adept at technical troubleshooting and fostering customer satisfaction, I leveraged my expertise at TCS Kohinoor Park to enhance user experiences and resolve complex issues efficiently. My leadership as a Technical Lead at Crewbloom drove project success, mentoring teams, and optimizing software delivery. Skilled in network diagnostics and customer service, I consistently achieved high resolution rates.
Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Sir Sandford Fleming College
05.2022 - 12.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Technical Lead
Crewbloom
01.2021 - 12.2021
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
- Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Evaluated and recommended new tools and technologies that resulted in increased development efficiency and up-to-date technical skillsets within the team.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
- Provided educational expertise and mentoring to junior team members.
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Improved systems with addition of new features and infrastructure.
- Optimized resource allocation across multiple concurrent projects by closely tracking team capacity levels against project deadlines and milestones.
- Championed adoption of DevOps practices, streamlining development and operations to enhance product reliability.
- Developed comprehensive documentation for software projects, simplifying onboarding process for new team members.
Technical Support Representative
TCS Kohinoor Park
01.2019 - 12.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Education
Post Graduate Diploma - Wireless Information Networking
Sir Sandford Fleming College
Peterborough, ON04-2023
Bachelor of Science - Computer Science And Engineering
Dark Institute of Science And Technology
India04-2020
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Issue troubleshooting
- Customer service
- Network diagnostics
- User support
- Software installation
- Data recovery
- Complaint resolution
- Software diagnosis
- Account updating
- Ticket management
- Ticket support system management
- Hardware diagnostics
- Technical documents comprehension
- LAN/WAN
- Network configuration
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in database fundamentals and software engineering.
Languages
English
Full Professional
French
Professional Working
Certification
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- CompTIA A+ - Computing Technology Industry Association.
- CompTIA Network+ - Computing Technology Industry Association.
- Amazon Web Services (AWS) Certified Cloud Practitioner - Amazon Web Services.
- Cisco Certified Network Associate
- CompTIA Certification
Software
Networking
Troubleshooting
Interests
- Electronics and Circuit Building
- Graphic Design
- Avid Reader
- Web Development and Design
- Virtual Reality
- App Development
Timeline
Technical Support Representative
Sir Sandford Fleming College
05.2022 - 12.2024
Technical Lead
Crewbloom
01.2021 - 12.2021
Technical Support Representative
TCS Kohinoor Park
01.2019 - 12.2020
Post Graduate Diploma - Wireless Information Networking
Sir Sandford Fleming College
Bachelor of Science - Computer Science And Engineering
Dark Institute of Science And Technology
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