Support Representative

APARNA R NAIR

************@*****.*** +91-988*******

BS3, Baby Homes, Alamelupuram, Madambakkam, Chennai - 126 Professional Summary

Technical Support representative with 3.10 years of experience in Server Hardware and Firmware support. Critical thinker who addresses customer support issues quickly, consistently exceeding performance standards.

Good team player and possessing excellent people skills. Level-headed and calm in stressful situations. Very organized and proactive Skills

Proficient at troubleshooting Server and Firmware Issue. Good Technical knowledge of PC and Hardware components. Exposure to data backup and retrieval Excellent Communication Skills.

Proficient with Microsoft Office for Documentation and Debugging Tools for Support. Work History

Technical Support Representative II 10/2012 to 08/2016 Hewlett Packard Global Business Service Pvt Ltd – Chennai, India Tool used : R Tool

Process Name : TCE & Q ( Total Customer Experience and Quality team) Responsibilities :

Analytical work focusing on calculating the downtime experienced by the customer at their datacenter. Extending focus on initial customer experiences.

Worked as R & D for the same team to analyse and report the errors of Quality Analyst. Train new employees and explain protocols clearly and efficiently. Assist management with scheduling, service protocol improvements, and quality assurance. Provided continued maintenance and development of bug fixes and patch sets for existing web Research issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions.

Achievements :

Achieved Best Buddy award for supporting fellow team members and achieved Best Performer award. Designed strategic plans for component development practices to support future projects. Referred difficult issues to upper management while maintaining positive rapport with customers. Consistently meet deadlines and requirements for all production work orders. Aligned office departments and increased inter-department communication and data sharing. Education

MCA (Computer Science) : Prince Shri Venkateshwara Padmavathy Engineering College - Chennai (2012 ) BSc (Computer Science) : Sriram College of Arts and Science - Veppampattu – Chennai (2009) Signature : Date :

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