Technical Support Representative

Niranjan Macharlu Keshavan

**** * ********* *****, ******, TX 75062

Email: *********@*******.*** Cell: 972-***-****

https://www.linkedin.com/in/niranjan-macharlu-keshavan-a75021b6/

SUMMARY:

Technical Support Representative adept at resolving complex issues in business operations within the helpdesk environment. Proficient in handling calls, assigning tickets, configuring systems and troubleshooting. A good team player who displays strong work ethic and exhibits excellent communication and problem solving skills. Critical thinker capable of addressing customer support issues quickly. Consistently exceeded performance expectations during my career. Seeking role as a quality analyst using my skills in Microsoft Visio, Microsoft Excel, and process mapping using real time data.

EDUCATION:

Master of Science in Information & Technology Management, Expected Graduation May 2019

University of Dallas, Irving, TX

GPA: 3.867

Relevant Coursework: Foundations of Information Technology, Business Analytics, Process Mapping, Effective Leadership

Bachelor of Engineering, July 2015

S J B Institute of Technology, Bangalore, India

Relevant Coursework: Electronics & Communication Engineering

PROFESSIONAL EXPERIENCE:

IT Support Coordinator (Part-time) Sep 2017-Present

University of Dallas

Experiencing computer installation and basic software setup for new computers like Net extender (VPN), Java and Sophos.

Diagnose software and hardware faults like application/software glitches, system and device malfunctions and provide support over the phone and in person.

Process tickets and account unlock and password reset issues for students, faculty and staff network accounts and library databases.

IBM India Pvt. Ltd Bangalore

Technical Support Representative Aug 2015-Jul 2017

Acquired excellent call-handling skills by dealing with clients across different regions including UK, United States, UAE, Asia-pacific countries and Australia.

Investigated and solved issues related to VPN access (Crosslink), passwords and Wave (an encryption used to comply with most data protection issues).

Analyzed issues from service requests, work orders and incident tickets using BMC Remedy Tool. Assigned issues to relevant resolver groups.

Collaborated with the quality team in identifying the root causes and non-value adding processes that affected the service desk and modifying the fatal parameters like quality scores and productivity.

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