Senior Technical Support Engineer

SONU MATHEW

Senior Technical Support Engineer

***********@*****.*** 999******* Bangalore, India

linkedin.com/in/sonu-mathew-975180220

PROFESSIONAL SUMMARY

Dedicated and results-driven Senior Engineer with 2+ years of experience at Concentrix. Strong expertise in technical troubleshooting, customer support, and issue resolution. Skilled in handling escalations, mentoring junior staff, and improving service processes. Committed to delivering high-quality service and ensuring customer satisfaction.

PROFESSIONAL EXPERIENCE

Senior Engineer – Concentrix 2025 – 2026

Bangalore

•Provide advanced technical support for complex customer escalations.

•Diagnose and resolve hardware, software, and network-related issues efficiently.

•Collaborate with internal teams to improve service quality and reduce resolution time.

•Mentor and guide new team members to maintain performance standards.

•Contribute to process improvement initiatives.

Technical Support Representative – Concentrix 2023 – 2025 Bangalore

•Delivered technical assistance and customer support via calls and emails.

•Resolved product and service-related issues within SLA timelines.

•Maintained accurate documentation of customer interactions in CRM tools.

•Improved customer satisfaction through clear communication and problem- solving.

TECHNICAL SKILLS

Operating Systems: Windows, Basic Linux

Networking: TCP/IP, DNS, DHCP, Basic Router Configuration Hardware: Desktop/Laptop Troubleshooting, Printer Support Tools: CRM Tools, MS Office, Google Workspace

Remote Support: Remote Desktop, Ticketing Systems

Basic Knowledge: SQL (Basic), Software Testing Concepts EDUCATION

Bachelor of Computer Application (BCA)

Christ University, Mysore

2020 – 2023

Mysore

Pre-University Course (PUC)

Vidyanikethana P.U. College

2018 – 2020

Coorg

SSLC (10th Grade)

Lions High School

2018

Coorg

LANGUAGES

English Kannada Malayalam Hindi Tamil

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