Headline

technical support associate

About

To join an IT Support team as a Technical Support Engineer where I can leverage my experience in Windows administration, AD user management, Office 365 configuration, VPN troubleshooting, BitLocker, and SCCM-related tasks and ITIL- based incident management to improve service efficiency and provide advanced support and enhance IT operational stability.

Location

Chennai

Work experience

Technical Support Associate at Tech Mahindra, Sep 2024 - Present · 1 yr 11 mos, Chennai, Tamil Nadu, India, Provided first-level technical support for Windows systems, network connectivity, printers, and user applications. Managed user accounts in Active Directory including password resets, account unlocks, and basic permissions. Supported Office 365 applications such as Outlook, Teams, OneDrive, and SharePoint. Handled issues related to VPN connectivity, login failures, and remote access troubleshooting. Resolved hardware & software issues for desktops, laptops, printers, and peripherals. Performed basic troubleshooting for BitLocker encryption and recovery key assistance. Logged, tracked, and resolved tickets using ITSM tools like ServiceNow / Jira / Freshservice. Followed ITIL processes for incident, request, and escalation management. Provided remote support using tools like TeamViewer, AnyDesk, or RDP for users across multiple locations. Ensured SLA compliance by prioritizing and resolving tickets within defined timelines. Documented troubleshooting steps and created knowledge base articles for recurring issues. Assisted in software installations, updates, and basic configuration as per company policy. Performed daily health checks for systems, user accounts, and network access. Escalated complex issues to L2/L3 teams with proper diagnosis and detailed ticket notes. Delivered excellent customer service, maintaining high CSAT scores and user satisfaction.

Process Executive at Hexaware Technologies, Jul 2023 - Aug 2024 · 1 yr 2 mos, Conducted international calls to verify candidate employment and education details. Gathered and updated verification data accurately in internal systems. Coordinated with HR teams, managers, and institutes to confirm information. Escalated discrepancies or mismatches to the concerned team. Maintained confidentiality and followed verification compliance standards. Achieved daily productivity targets and ensured SLA timelines were met. Handled client queries through calls and emails professionally.

Education

Bachelor of Engineering - BE, Electrical and Electronics Engineering, Loyola Institute of Technology, Chennai

Higher secondary school, Mathematics and biology, ST.THRESAS MATRIC HR.SEC SCHOOL