Summary
Overview
Work history
Education
Skills
Certification
Custom
Timeline
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BALENIA ROHITHA SALIBINDLA

Dublin,Ireland

Summary

Reliable and committed to delivering exceptional technical support. Proficient in troubleshooting and problem-solving, with strong communication skills. Ready to enhance operational efficiency and customer satisfaction through dedicated support. Detail-oriented technical support engineer with solid skills in resolving technical issues in hardware and software. Resourceful, flexible and committed team player. Reliable in meeting tight deadlines to meet demands.

Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in organisation.

Overview

3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Technical Support Specialist

Twin apps software
Hyderabad, India
11.2020 - 03.2023
  • Delivered technical support for Vonage VoIP services to business clients, resolving connectivity issues, call quality concerns, and device configuration problems.
  • Assisted users with the setup and maintenance of VoIP features such as voicemail, call forwarding, call recording, and more.
  • Performed routine maintenance and firmware upgrades on VoIP hardware including IP phones and network adapters.
  • Provided step-by-step real-time assistance during system outages, guiding users through device provisioning and account setup.
  • Collaborated with internal teams to ensure efficient resolution of complex technical issues, improving customer satisfaction.
  • Utilized support tools and systems to document and track customer issues, ensuring proper follow-up and resolution.
  • Supported customer inquiries for the Drafting's gaming application via email support using Zendesk, troubleshooting app-related issues and account concerns.
  • Maintained a high standard of professional communication, delivering timely and accurate information about product features and updates.
  • Consistently met daily productivity and quality metrics, while maintaining a focus on user satisfaction.
  • Offered round-the-clock technical assistance to ensure uninterrupted business operations.

Social media support Executive (Intern)

Twin Apps Software
Hyderabad, India
01.2020 - 09.2020
  • Handles customer inquiries, complaints, and provides support through phone, email, or in-person.
  • Started my career by supporting customer service through social media platforms like Facebook, Twitter, Instagram, and Flipkart.
  • Responded to customer queries and complaints via chat, email, and calls, ensuring timely resolution within the company's service level agreements (SLAs).
  • Used internal tools and portals to track, update, and close customer tickets while following up regularly for resolution.
  • Learned how to handle different types of customer issues and escalations professionally.
  • Gained hands-on experience in social media support, communication, and using various CRM tools.
  • Streamlined operations for enhanced efficiency through implementing new processes.

Education

MBA - Cloud Computing

Dublin Business School
01.2023 - 01.2024

BSc - Computer Science and Engineering

Loyola Academy
06.2017 - 05.2020

Skills

  • Service desk software operation
  • Troubleshoot technical issues
  • IT infrastructure understanding
  • ITIL framework understanding
  • Patience with end users
  • Data recovery techniques
  • Amazon Web Services
  • Powershell
  • Unix
  • Customer service-driven
  • Items and services income tracking
  • Caring customer service
  • Consultancy customer service
  • Multi-channel customer engagement
  • Optimum customer service

Certification


  • PYTHON

Custom

Holding stamp 1 G

Timeline

MBA - Cloud Computing

Dublin Business School
01.2023 - 01.2024

Technical Support Specialist

Twin apps software
11.2020 - 03.2023

Social media support Executive (Intern)

Twin Apps Software
01.2020 - 09.2020

BSc - Computer Science and Engineering

Loyola Academy
06.2017 - 05.2020

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BALENIA ROHITHA SALIBINDLA