Technical Support

GOMATHI SUNDARAM

**** ***** ******** ****, ******, FL 33547 813-***-**** *******************@*****.***

OBJECTIVE

Results-oriented Senior Technical Executive with progressive experience of 5 years in infrastructure management. Excel in strategic planning, process improvement, and project management with proven ability to identify and capitalize on opportunities to drive revenues, streamline operations and slash operating expenses.

Skilled communicator and leader with reputation for forging strong business partnerships, and motivating large, cross-functional teams to succeed in achieving business goals.

SKILLS and ABILITIES

Troubleshooting & Issue Resolution

End-user Training & Support

Scheduled & Ad Hoc Maintenance

Client Relationship Management

Root Cause Analysis

System Implementation

Rapid Ticket Response Times

Detailed Documentation

EXPERIENCE SUMMARY

May 2011 – Feb 2015 Sr Technical Support Executive, Infinite Computer Solutions, Bengaluru, India

Jun 2010 – Apr 2011 Technical Support Executive, Infinite Computer Solutions, Bengaluru, India

EXPERIENCE

May 2011 – Feb 2015

AVAST

Avast Antivirus is a family of internet security applications developed by Avast Software for Microsoft Windows, macOS and Android. The Avast Antivirus products include free and proprietary cross-platform versions that provide computer security, browser security, antivirus software, firewall, anti-phishing, anti-spyware and anti-spam among other services. Avast is the most popular antivirus on the market, and it had the largest share of the market for antivirus applications.

AVAST Technical Support

Inspired each and every team member to perform and produce their best.

Determined the duties and responsibilities of individuals in a team.

Analyzed the individual performance of each team member and motivated them to perform even better.

Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.

Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.

Reported any problem or fault in the project to the project manager or supervisor.

Offered solutions to the top management regarding project-related queries.

Trained departmental staff in basic technical skills.

AVAST L2 Sr Technical Support Executive

Provided business-clients with efficient support – Responded to phone calls and emails.

Provided Installation Support.

Conducted malware/virus scans and removal to address the virus issues.

Performed Disk clean up and fragmentation.

Provided resolution for internet issues post Antivirus installation.

Installed AVAST software, configured and tested customer PC’s, analyzed and provided fix for performance issues.

Instructed and trained end-users regarding computer literacy.

Promoted Sales with above and beyond customer satisfaction (C-Sats).

Jun 2010 – Apr 2011

DELL Laptops / PC L1 Technical Support

Offered voice and desktop L1 support for DELL laptops and Desktops

Conducted hardware & software diagnostics.

Blue Screen Error Codes identification.

CD/DVD/Blu-ray devices issues resolution.

Handling no-boot, no-power issue resolution.

Handling registry file failures and application failure issues.

Performed hard drive/file backups.

Conducted malware/virus scans and removal.

Constructed desktop PC's.

Installed multiple OS versions, including: Windows 2000/XP/Server 2003, Windows Vista/Server

EDUCATION

Course: Bachelor of Engineering in Computer Science

University: Anna University, Chennai, India

Year of Passing: 2009

Course: Higher Secondary

School: C B Matriculation and Higher Secondary School

Year of Passing: 2005

Course: Matriculation

School: Sri Vijay Vidhyalaya Matriculation Higher Secondary School

Year of Passing: 2003

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