Support Technical

Krishnaraj A T

No. **, Kundrathur Garden Phase-III,

Off Metha Nagar 11th West Street,

Kundrathur,

Chennai – 600069.

Mobile: 978-***-****

Email: ************@*****.***

Technical Support Specialist

Solution-focused professional with several years of experience providing rapid and client-focused technical support to all home users as well as corporate users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail. Well versed in a variety of common operating systems, applications and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards. Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.

Duties:

Providing Chat support for AT&T DirecTV Now customers in the US.

Handling incoming incidents via the chat promptly and effectively.

Diagnosing and resolving a wide range of technical issues.

Take ownership of a case and seeing it through to closure.

Ensuring that all chat details are captured and entered in the logging software.

Updating support documentation.

Keeping customers updated as to progress.

Provide troubleshooting and configuration support for client desktop and

networking environment.

Areas of Expertise:

Troubleshooting & Issue Resolution

End-user Training & Support

Have complete knowledge in chat process flow

Detailed Documentation

Technical Proficiencies:

Technical Programs:

Microsoft certified Professional in SQL Server (MCP in SQL).

Microsoft certified Professional in Visual Basic (MCP in Visual Basic).

Completed a course in MCSE (Microsoft Certified System Engineer).

Completed a Post Graduate Diploma in Business Application.

Completed a Diploma course in Oracle, UNIX & C.

Completed Typewriting Higher in English.

Platforms:

Windows XP/Vista/7/8/8.1/10, UNIX & Linux

Hardware:

Dell Desktops & Laptops, HP Desktops & Laptops, Printers & Scanners

Applications:

CRM Tools, Microsoft Office, Norton / Mcafee Anti-virus, Norton / Symantec Ghost,

Norton Internet Ghost, CMISWeb Trouble Ticket, Delta-View / EZ-Compare

Professional Experience

Sutherland Global Services December 2009 – Till Date

Senior Consultant

Worked as a Senior Consultant for AT&T DirecTV Now chat process for over 4 years. Provide voice and chat support for the U.S. residential customers for their television services.

Also worked for many big clients like Verizon, Microsoft, Dell and Mcafee for all technical support activities through voice and chat process.

Key Achievements

Outperformed by maintaining outstanding record for technical support service,

getting 100% customer satisfaction and resolving 90% of the cases.

Earned “Employee of the Month Award” for customer satisfaction and resolution

rate with average handling time.

SyRA Networks Private Limited May 2006 – Nov 2009

System Support

Worked for the clients of SyRA Networks. We had many corporate clients and we were

providing support in operating system Installation & Troubleshooting. Providing support in LAN and WAN activities for the organization. Also provided support for other office

software’s required for the company.

Key Achievements

Trained the field service technicians on hardware/software installation,

troubleshooting.

Maintaining and allocating the work to the service technicians based on their

ability.

RR Donnelley formerly Jan 2002 – April 2006

(OfficeTiger Database Systems India (P) Ltd.)

Lead Document Specialist

Worked as a Lead Document Specialist and was leading a team of 6 members and also involved in quality . Processing and formatting Word & PDF documents into customer required HTML formats. Quality check and finalizing the documents to upload it to the clients website. Posting and filing the financial documents into the US SEC website. Giving quality feedbacks to the team and training them on required places.

Key Achievements

Joined as a document specialist and in two months of time understood the process

and created some macros for repeated actions.

Promoted as a Lead Document Specialist and was handling a team of 6

members.

Education

• Graduated in B.Sc. (Mathematics) from Madras University

Place

Chennai (A T KRISHNARAJ)

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