BALAJII SURISSETTI

● Engineering Manage and maintain the current preferred solutions which govern desktop and laptop hardware network connectivity software standards installation and configuration. Led a team of 5 technical support specialists, overseeing daily operations and ensuring adherence to quality standards.

● Mentored team members, conducted performance evaluations, and provided ongoing training to enhance skills and productivity.

● Resolves Level 1 work orders. Elevates complex and high-priority problems to the appropriate support groups for resolution. Used ticketing systems to manage and process support actions and requests.

● Document IT policies and procedures for end user and internal use. Resolved escalated technical issues promptly, maintaining a high level of customer satisfaction.

● Carry out IT helpdesk duties for the APJ region. Used critical thinking to break down problems, evaluate solutions and make decisions. Collaborated with cross-functional teams to improve product functionality and user experience.

● Provide end-user support and problem resolution for office phones and computers, Internet and LAN connectivity, email access, and archiving.

• Coordinated timely responses to online customer communication and researched complex issues.
• Communicated with accounting department to resolve credit and billing issues.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Professionally answered incoming customer calls daily.
• Kept accurate records of all customer interactions and transactions.
• Monitored phone, fax and electronic database systems for incoming customer inquiries.
• Processed customer order, quote and return transactions and offered additional products and services.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Resolved complaints efficiently to satisfy customers and encourage future transactions.
• Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
• Maintained organized and secure customer files to facilitate customer support and follow-up.
• Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
• Handled around 126 inbound calls per shift to provide callers with product and service information and generate quotes.
• Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.

• Supported student social, emotional and academic development.
• Provided information and coordinated referrals for available programs.
• Developed tutoring program to help students excel in studies.
• Implemented retention strategies to improve outcomes.
• Directed day-to-day operations of education program and supervised support staff to delegate assignments and evaluate performance.
• Scheduled educational activities, faculty lectures and departmental events to drive mission and values of institution.