Mini Krishnankutty
Technical Support Analyst
North York,ON
Summary
Result driven and detailed-oriented escalation administrator with a comprehensive background in Data Analytics and Business Administration. Looking for roles as a Help Desk Support Analyst to showcase expertise on business development planning, customer service & provide analytical & technical issues solutions. 10+ Years of enriching & qualitative experience as Windows Systems Escalation Lead across India and overseas with strong knowledge in advanced SQL and Data Visualization tools, Business Information & Business systems analysis. Identify & resolve product complaints related to security resulting in a 75% reduction of tickets. Friendly user experience by providing timely resolution to 2000+ escalated user support requests. Experienced professional with a proven track record of collaborating with business stakeholders to bridge the gap between technical and non-technical teams. Highly skilled in translating business applications into actionable technical specifications, facilitating refinement sessions, and ensuring effective business relationship building between stakeholders & development teams.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Associate Lead
Hudsons Bay
04.2023 - Current
- Build and maintain long-term relationships with customers, providing exceptional customer service and 100% client satisfaction.
- Facilitated smooth store operations with efficient delegation and prioritization of tasks for all team members, maintaining high level of productivity.
- Trained new employees on company policies, best practices, and sales techniques to promote seamless integration into team.
- Enhanced team performance by providing regular coaching, guidance, and constructive feedback on individual and group tasks.
- Oversaw employee scheduling to optimize staff availability during peak hours while adhering to budget constraints.
- Developed and maintained comprehensive dashboards and reports using Analytics Dashboard to analyze and monitor weekly and monthly sales and transactions within store.
- Maintained positive work environment through effective communication, teamwork, and ongoing support for coworkers.
Escalation Administrator
Wipro Technologies
12.2019 - 11.2021
- Meticulously handled incident response tickets, change requests, outages & issue resolution based on service level management using ServiceNow ticketing tools via chat, call and E mail.
- Investigating diligently ITIL process for Problem management, Incident management and Change management tickets with issuing approvals alongside Level support service.
- Worked on implementation of IT asset management and network communication services, as well as onboarding and offboarding new employees while ensuring minimal disruption to daily operations.
- Maintained 100% compliance with company-wide policies through monitoring service delivery and service levels of all team members activities in lieu of industry trends.
- Resolve issues related to Mobile Device Management, Intune, OneDrive, MDM, VMware, SCCM, Microsoft Exchange Server, mailbox via zoom and assisted in creating technical documentation and provide root cause analysis.
- Wrote queries and executed them via PowerShell for automation for creating accounts in Active Directory.
- Streamlined escalation processes for faster resolution times, leading to increased customer satisfaction ratings within Service Level Agreements (SLA).
- Maintained detailed records of all escalated cases for accurate reporting and informed decision-making at management level.
- Served as primary point of contact for upper management regarding escalated issues requiring immediate attention or intervention from higher-ups within organization.
- Contributed to development of company-wide escalation policies and procedures, standardizing processes across all departments.
- Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.
Network Support Analyst
Gulf Winds Trading
05.2012 - 10.2019
- Conducted training sessions for employees on usage of installed applications and software, as well as basic error resolution techniques.
- Recorded accurate information of reported issues, troubleshooting steps, and resolution details in customer relationship management database system.
- Investigated and resolved incident tickets using thorough problem analysis and great customer service.
- Aided in establishing user accounts for employees and communicated via email and chat to promptly address any technical difficulties they encounter, providing immediate support.
- Addressed phone and email inquiries from staff and resolved escalated tickets as required. Developed knowledge articles and manuals to empower employees to conduct initial troubleshooting independently.
- Performed monthly account updates and investigated new approaches for solution implementation.
- Supervised and monitored disaster recovery/backup control, ensuring optimal performance. Provided remote assistance to troubleshoot basic connectivity issues, as well as problems with PCs, laptops, and mobile devices.
- Oversaw processes and facilitated communication between various departments.
Junior Infrastructure Management Associate
Tech Mahindra
11.2009 - 03.2012
- IT help desk end user support for AT&T project dealing with midrange server, account administration of AT&T and coordinate with technical teams via inbound calls thru Avaya for smooth operations of the distributed data center changing environments in Saint Louis, San Diego, Dallas, Middletown, Fairfield &Alpharetta comprising of 30000+ Windows server, AIX, HP-UX, Solaris & Linux globally.
- Optimize system performance through analyzing network traffic and utilization of resources & peripherals to maintain uptime. Assisting with hardware support and system monitoring.
- Provided IT security by developing secure authentication protocols/strategies from external threats. Monitor Rollouts for hardware/software installation and updates.
- Coordinated & provided IT support for teams/agents to initiate & plan equipment management opportunities, using technical proficiency and successful technical assistance.
- Design specification for business process improvement with measurable KPIs to monitor progress and performance metrics driven across active projects ensuring completion, procurement and turning over deliverables.
- Provided client focused application support for escalations & triage, involving computer software configuration management, replacements and deployments with a useful, advanced-level emerging technologies.
Education
Graduate Certificate - Big Data Analytics
Georgian College
Barrie, ON 05.2022 - 01.2023
Graduate Certificate - Project Management - IT
Seneca College of Applied Arts And Technology
North York, ON 09.2021 - 04.2022
Post Graduate Diploma - Business Management
Pune University
Pune, India 05.2010 - 05.2012
Bachelor of Science - Computer Application
Bharathiyar University
Coimbatore, India 07.2006 - 05.2009
Skills
- IT management Specialist
- Business and data Strategy expert
- Implementing data privacy policies and complying with data protection regulations
- Cost cutting based on data and technical analysis
- Knowledge of relevant applications, big data solutions and tools
- Windows Servers/System Administration
- Troubleshooting and monitoring server, Manage databases
- Project management Technical Support
- Customer Escalation & Business Stakeholders Management
- Software Development Life Cycle (SDLC)
- Agile Project Management, IT service management tool
PMP Tools- MS Project, Microsoft OfficE
- AWS, Microsoft Azure , Mongo DB
Power BI, Tableau, SQL Server Management Studio, Apache Spark
Expertise in Service Now Ticketing Systems, JIRA, SharePoint
VM ware, Active Directory, SCCM, Windows Server 2008, Microsoft Windows 10
LAN, Firewall, DHCP, TCP/IP, VPN
Scripting languages – Python, Power Shell
Certification
MCSE certified
Additional Information
Soft Skills
- Time Management practice
- Proficient in written and verbal communication in English
- Ability to rapport with customers
- Professionalism
- Supervising
- Keen sense of responsibility
- Proactive
- Creative /Collaborate
- Team Leadership
- Commitment
- Initiative
- Problem Solving
- Organizational
- Enthusiastic
- Efficiency
- Adaptable
Timeline
Associate Lead
Hudsons Bay
04.2023 - Current
Graduate Certificate - Big Data Analytics
Georgian College
05.2022 - 01.2023
Graduate Certificate - Project Management - IT
Seneca College of Applied Arts And Technology
09.2021 - 04.2022
Escalation Administrator
Wipro Technologies
12.2019 - 11.2021
Network Support Analyst
Gulf Winds Trading
05.2012 - 10.2019
Post Graduate Diploma - Business Management
Pune University
05.2010 - 05.2012
Junior Infrastructure Management Associate
Tech Mahindra
11.2009 - 03.2012
Bachelor of Science - Computer Application
Bharathiyar University
07.2006 - 05.2009
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