Headline

Technical Support Engineer | IT Specialist | Specialized in Service Coordination & MDM | IT Professionals

About

I don't just close tickets; I recover lost productivity for business clients through precision diagnostics and seamless service coordination. Most technical issues aren't just about hardware—they're about the downtime and frustration they cause for a business. I bridge that gap by combining technical diagnostics with high-stakes service coordination to ensure every ticket reflects a solution, not just a status update. Currently at Datalogics India, I serve as a Customer Support Engineer and Service Coordination Specialist. With 3.5 years of experience in the IT service ecosystem, I specialize in taking ownership of the customer journey—from initial diagnostic troubleshooting to complex escalation management and final hardware handover. My core impact at Datalogics India includes: • End-to-End Technical Support: Handling hardware/service-related issues for enterprise clients with a focus on 'First-Time-Fix' rates. • SLA & Escalation Management: Proactively driving closure on aging tickets and managing high-priority escalations to meet 100% of service level commitments. • Service Logistics: Streamlining reverse pickups and replacements, ensuring business continuity for our clients with minimal friction. • Collaboration: Bridging the gap between customers, field engineers, and internal vendors to reduce turnaround time (TAT). I am an Apple Teacher and Microsoft Intune certified professional, constantly looking for ways to integrate modern MDM tools into traditional support workflows. I’m currently seeking my next challenge as an IT Specialist Customer Support Engineer in Bengaluru’s thriving IT sector. Specialties: Technical Troubleshooting, Microsoft Intune, SLA Management, Service Coordination, Case Documentation, and Incident Management. Let’s connect or reach me at anjuyashodha267@gmail.com.

Location

Bengaluru

Work experience

Customer Support Engineer at Datalogics India, Jun 2024 - Present · 2 yrs 1 mo, Orchestrate end-to-end technical support for enterprise clients, maintaining a 95%+ SLA compliance rate across hardware and service-related tickets. Reduced Case Aging by 20% through proactive escalation management and daily coordination with internal technical teams for priority resolutions. Directed complex service logistics, including reverse pickups and replacements, ensuring 100% accuracy in tracking and machine handovers. Automated/Streamlined case documentation using service management tools, ensuring 100% audit-readiness for monthly service reviews. Coordinated service delivery for a portfolio of business clients, achieving a high satisfaction rating by reducing ticket turnaround time (TAT).

Service Coordinator at Datalogics India, Nov 2022 - Jun 2024 · 1 yr 8 mos, Bengaluru

Education

Bachelor's degree, Computer Science, St. Francis College Bengaluru

PUC, CEBA, St. Francis College Bengaluru