it support specialist
Virtusa Consulting Services Ltd
Total years of experience :3 years, 6 Months
• Providing Top-notch support through different channels of communication like Phone calls, Mails, Skype for Business, Symphony etc..,
• Answered incoming customer support calls and created detailed tickets to track and resolve issues within SLA.
• Assisted customers remotely with more difficult technical issues requiring a greater level of personalized care and in greater length
• Escalated support desk tickets to Level 3 in the most circumstances and after considerable time had been spent on a single ticket.
• Managed 100+ support tickets daily with a 99% success rate, and implemented ticket management best practices which slashed resolution time by 30%.
• Worked closely with global support development, quality assurance, and tool teams to deliver solutions
• Solved 95% of Level 1 tech support tickets without needing to escalate to Level 2 tech support engineers.
• Experience with Microsoft Office, Abode Acrobat, Photoshop, Illustrator, and SPSS
• Experience in troubleshooting hardware and software issues.
• General computer skills and the use of basic office equipment.
• Research experience in a data science related area, including but not limited to machine learning, deep learning, natural language processing, data mining, data quality and data analysis.
• Participated in paper presentation competition in the title of cloud computing • Participated in paper presentation competition in the title of internet of things