Technical support engineer

HEMA MALINI KANIPANDIAN

Contact No.: +91-875*******

Mail ID :*************@*****.***

OBJECTIVE

To grow and achieve acuity in the Organization with a vision of meeting the needs of the productivity..Love for giving the best of my efforts and initiative,determined to carve a successful and satisfying career in the corporate world.

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PROFILE SUMMARY

●Qualified B.E. (Civil Engineering) from Magna College of Engineering,

Affiliated to Anna University

EDUCATIONAL CREDENTIALS

●B.E. Civil Engineering in 2015

Magna College of Engineering, Anna University with 74.5%

●HSC in 2011

JaigopalGarodia Vivekananda Vidyalaya, State Board with 78.86%

●SSLC in 2009

JaigopalGarodia Vivekananda Vidyalaya, State Board with 90%

●Part time MBA in 2017

Wellingkar Institute of Management,Mumbai.

ACCOMPLISHMENTS

●Awarded the Second Cash Prize in the Inter Department Innovation Idea Presentation contest entitled “EUREKA 2012”organized by innovative Project Cell of Magna College of Engineering.

●Rewarded as the “Best Outgoing Student” of the B.E. Degree 13th Batch of course duration 2011-2015 and organized by Magna College of Engineering.

ORGANISATIONAL EXPERIENCE

SINCE SEP ’16- JULY’17 Mumbai Metro Line-3 ProjectColaba -Seepz (Civil Inspector)

●Performing with the Package Co- ordination, documentation.

●Updating both Site & Office Activities Investigation reports.

●Assessing the supervision of both Tunnel & Stations part as well.

SINCE DEC’17- APRIL’18( AGS HEALTHCARE PVT LTD)

Worked in National Medical Billing Process(International US Voice process) as AR Caller

SINCE MAY’19-PRESENT (CSSCORP PVT LTD)

Working as a Technical Support Engineer in Corel Project in CSS Corp,Ambit IT Park, Chennai.

Brief Note of my role in CSS corp as below

Provide technical support and customer service for clients. As a Technical support engineer I am committed to diagnosing, reproducing, and fixing customer software and hardware issues. Troubleshoot protocols running on Corel Softwares (such as Paintshop pro, Painter, Painter essentials,Aftershotpro) to assist customer with problem isolation and resolution. If requested, escalate the customer's case to a subject matter expert (Level 2 support Team )

●Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.

●Participate in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.Provide root cause analysis for customer's storage appliance failure.

●Getting Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals. Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems

· Being a Technical Support Engineer responsible for 1st call on customer issues via on-call, phone, tickets and email.

●Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame.

●Work with Documentation and QA teams as necessary to resolve product and document issues.

●Manage the technical support page by creating FAQ and KB articles. Upload links for documentation and software downloads of new versions.

●Manage Zendesk ticketing system support queue. Programmed attributes to meet our support process improvements including automation and macro designs.

PERSONAL DETAILS

Date of Birth : 19.07.1993

Father’s Name : Kanipandian .O

Permanent Address : Plot.No:7 GF Sree Darshan apartments,

Jyothi nagar, 1st main road, Annanur

Chennai – 600 062.

Tamil Nadu.

Languages Known : Tamil &English

DECLARATION

I hereby declared that the above details are true to the best of my knowledge.

Place : Chennai

Date : (HEMA MALINI K)

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