Phoeba Navomi Abraham
Brampton,ON
Summary
Personable and dedicated customer service representative with extensive experience in the software industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Diya Systems Pvt. Ltd.
Mangalore , India
06.2019 - 04.2022
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, and hardware devices.
- Performed routine maintenance checks on servers and other components in order to ensure optimal performance levels were achieved.
- Resolved a record-breaking backlog of support tickets following a major system malfunction.
- Created detailed reports on system performance and user feedback for management review.
- Monitored server utilization metrics such as disk space usage and processor load in order to anticipate potential capacity issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Stayed abreast of the latest software developments to enhance job knowledge.
Education
Bachelor of Engineering - Electronics And Communication Engineering
N.M.A.M Institute of Technology
Udupi, Karnataka, India06-2018
Skills
- Application Support
- Customer Support
- Incident Management
- Troubleshooting and Diagnostics
- Issue Troubleshooting
- Linux Programming and Administration
- Multi-Task Management
- Researching
- Project Management Abilities
- Escalation Management
- Report Creation
- CRM Software
- Lead Generation
- Retail Marketing
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Malayalam
Professional
Certification
- Google's Technical Support Fundamentals course on Coursera. Oct 25, 2020
Affiliations
- Engaging in Book Reading
- Hosting Events
- Crafting Poetry
Timeline
Technical Support Analyst
Diya Systems Pvt. Ltd.
06.2019 - 04.2022
Bachelor of Engineering - Electronics And Communication Engineering
N.M.A.M Institute of Technology
- Google's Technical Support Fundamentals course on Coursera. Oct 25, 2020
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