Mukesh Kanakanti

IT Support Specialist

COGNIZANT

Adelaide, South Australia

03.2023 - 04.2025

Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Handled customer service issues by providing guidance or escalating for advanced support.
Developed procedures for installation, configuration and testing of IT products.
Monitored IT use to maintain compliance with established processes, policies, and guidelines.
Resolved record-breaking backlog of support tickets following major system malfunction.
Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Responded promptly to service requests from staff members.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Participated in after-hours on-call rotation for critical support needs.
Assisted colleagues with complex IT problems or inquiries.
Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
Assisted customers with password resets, account unlocks, and security settings adjustments.
Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.