SNEHA SURENDRAN
Kitchener
Summary
Reliable Technical Support professional with a strong background in troubleshooting and resolving technical issues efficiently. Successfully managed multiple support cases, ensuring timely resolution and high customer satisfaction. Demonstrated expertise in problem-solving and communication skills.
Overview
4
4
years of professional experience
Work History
Technical Support Professional
IBM
11.2021 - 07.2023
- Maintained detailed documentation on customer interactions and technical issues using designated tracking tools
- Assisted the Solutions Delivery Team with software and workflow configuration changes, contributing to a 25% improvement in deployment efficiency.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues, increasing Net Promoter Score (NPS) by 18%.
- Optimized system performance through regular maintenance and updates, improving overall efficiency by 40%.
- Managed high-volume ticket queues efficiently, prioritizing urgent cases and maintaining a 98% SLA compliance rate.
- Monitored security threats and implemented safeguards, reducing security risks by 30%.
- Provided remote assistance across various platforms, adapting to new technologies and improving remote resolution efficiency by 35%.
- Conducted root cause analysis on recurring technical issues, facilitating long-term solutions that minimized support requests from clients.
- Optimized system performance by conducting regular maintenance and software updates.
L1 Technical Support Engineer
Focus InfoTech
06.2019 - 03.2021
- Diagnosed and troubleshot software, hardware, and network connectivity issues, contributing to a 25% reduction in system downtime.
- Assisted customers with product installation, configuration, and usage, leading to a 30% improvement in user adoption and satisfaction.
- Provided remote technical support via phone, email, and live chat, resolving 90% of issues on first contact and improving efficiency.
- Documented customer interactions and troubleshooting steps in ticketing systems, enhancing knowledge base accuracy by 40%.
- Stayed updated on product updates, new features, and industry best practices to enhance technical expertise and service quality.
- Applied knowledge of network protocols and troubleshooting techniques, improving issue resolution time.
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
- Balanced competing priorities effectively, managing multiple open cases simultaneously while maintaining attention to detail and a commitment to quality service delivery.
Education
Post Graduate Diploma - Applied Network Infrastructure And System Admin
Conestoga College
Kitchener, ON12-2024
Master in Technology - Computer Science
Abdul Kalam Technological University
Kerala, India07-2019
Bachelor of Technology - Computer Science
Mahatma Gandhi University
Kerala, India05-2016
Diploma - Computer Engineering
Technical Education Department
Kerala, India05-2013
Skills
- Virtual Assistance
- Software installation
- Network configuration
- Application support
- Incident management
- Backup and recovery
- Server maintenance
- System administration
- Virtualization technologies
- Ticketing systems
- Customer service
- Desktop support
- Product and Issue troubleshooting
- User support
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Technical Support Professional
IBM
11.2021 - 07.2023
L1 Technical Support Engineer
Focus InfoTech
06.2019 - 03.2021
Post Graduate Diploma - Applied Network Infrastructure And System Admin
Conestoga College
Master in Technology - Computer Science
Abdul Kalam Technological University
Bachelor of Technology - Computer Science
Mahatma Gandhi University
Diploma - Computer Engineering
Technical Education Department
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