Keerthika Rajendran
Mississauga,ON
Summary
A competent, detail-oriented Customer Support Associate who is known for offering one-of-a-kind, individualized service while maintaining consistently high levels of customer satisfaction. Dedicated and proactive Associate Customer Support professional with hands-on experience in ITIL practices, ServiceNow, Zendesk, virtualization, and cloud management tools. Adept at troubleshooting complex issues, providing excellent customer service, and implementing efficient solutions. Exceptional organizational and administrative skills, as well as a commitment to complete client satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Associate
Tech Innovations Inc.
2023.05 - Current
- Managed and resolved over 200 support tickets per month using ServiceNow, ensuring timely and effective solutions.
- Customized ServiceNow dashboards and reports to track incident trends and performance metrics, enhancing visibility for the support team.
- Implemented automation rules and workflows to streamline ticket routing and reduce manual intervention by 30%.
- Administered Zendesk for customer support operations, overseeing ticket creation, prioritization, and resolution.
- · Developed and maintained knowledge base articles and help guides, leading to a 25% increase in customer self-service and reduced ticket volume.
- Conducted regular training sessions for new team members on Zendesk best practices and effective customer communication techniques.
- Delivered high-quality customer support via phone, email, and chat, resolving complex software issues and ensuring high levels of user satisfaction.
- Analyzed recurring issues to identify root causes and collaborated with development teams to implement long-term fixes and improvements.
- Created and maintained detailed documentation of troubleshooting procedures, known issues, and solutions, contributing to the team’s knowledge base.
Customer Support Executive
Pricol Corporate Services
2019.03 - 2022.05
- Assisted in the implementation of ServiceNow for IT service management, including configuring incident, problem, and change management modules.
- Provided ongoing support and maintenance of the ServiceNow platform, addressing user issues and system configuration changes.
- Integrated Zendesk with other support tools to create a seamless workflow for tracking and managing customer interactions.
- Analyzed support data and generated reports to identify trends and areas for improvement, which led to a 20% reduction in average resolution time.
- Supported and maintained VMware environments, including provisioning, managing, and troubleshooting virtual machines.
- Assisted in cloud resource management for AWS and Azure platforms, ensuring optimal performance and cost efficiency for cloud-based applications.
- Diagnosed and resolved a wide range of technical issues related to software applications, operating systems, and network connectivity.
- Collaborated with cross-functional teams to address and resolve complex technical problems, ensuring minimal disruption to business operations.
Education
MBA -
GRG School of Management Studies
India07.2012
Skills
- ITIL Best Practices: Incident management, problem management, change management.
- ServiceNow: Incident and service request management, configuration, reporting.
- Zendesk: Ticketing system administration, customer support workflows, reporting.
- Virtualization: VMware administration, virtual machine configuration, performance optimization.
- Technical Troubleshooting: Hardware and software diagnostics, remote support.
- Customer Service: Communication, empathy, resolution-focused support.
Languages
English
Full Professional
Certification
ITIL Foundation Certification
ServiceNow Certified System Administrator
Timeline
Customer Support Associate
Tech Innovations Inc.
2023.05 - Current
Customer Support Executive
Pricol Corporate Services
2019.03 - 2022.05
MBA -
GRG School of Management Studies
ITIL Foundation Certification
ServiceNow Certified System Administrator
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