Praneeth Babu Sama

• Experienced with Windows/Mac OS environments.

• Installing computer hardware, software, systems, and printers and monitoring them.

• Troubleshoot technical issues including account setup and network configuration.

• Ask customers to targeted questions to quickly understand the root of the problem.

• Talk clients through a series of actions, either via phone, email, or chat, until they have resolved the issues.

• Properly escalate unresolved issues to appropriate internal teams.

• Minimize the adverse effect on the business of incidents and problems caused by errors in the ICT Infrastructure.

• Troubleshoot system and network problems diagnose and solve hardware/software faults and repair and replace as necessary.

• Responding to incidents or service requests in a timely manner and building customer relationships at high levels.

• Providing technical support through mobiles and support tickets.

• Creating new user ids for new users and setting up their workstations in Windows.

• Installing and computer hardware, software, systems, networks, printers, and scanners and monitoring them.

• Troubleshoot system and network problems and solve hardware/software faults and repair and replace as necessary.

• Applied IP networking concepts – switching, routing, addressing, DNS, etc.

• Ability to write emails and demonstrate a friendly, polite manner on the telephone.

◆ Managed customer complaints and ensured the highest standards of customer service.

◆ Working with a customer-first attitude to achieve a 90% CSA score for six consecutive months.

◆ Customer feedback review and implementation of customer ideas in an economical manner.

◆ Manage immediate day-to-day challenges and long-term planning for smooth store operations.