KALAIYARASI K
Dublin
Summary
Service Desk analyst with over 5 years of experience proving world-class customer service and technical support to end users. Key achievement: succeeded in troubleshooting issues of 2k customers and delivering quality service that surpassed their expectations by 80% on average. My recent Digital Badge achievement successfully completing IT Service Desk Analyst and cybersecurity upskilling from Generation UK&IE has further solidified my customer service techniques, enhanced my troubleshooting abilities and advanced my knowledge of ITIL methodologies. I am a professional that strives to continue my development in the IT industry.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst With Cyber Security
Generation UK & Ireland
09.2023 - 11.2023
- Throughout this course, I found myself reflecting on and drawing inspiration from my past experiences in order to achieve accurate and efficient resolutions to customer incidents
- On the course I also demonstrated these skills:
- Troubleshooting Peripheral devices -Windows boot errors, managing devices in Linux, macOS
- Networking and TCP/IP Troubleshooting common incidents with network related
- Understanding of Mobile device security, File management systems and Security concepts
- Calmly work under pressure with individuals from different perspectives and backgrounds
- Recognized leadership, interpersonal, problem -solving, and Communicated with a diverse demographic of people to support their needs.
Service Desk Analyst
Nihon Technology Pvt Ltd
07.2018 - 10.2020
- Followed up 1.4K tickets until clinet's preoblem were resolved, acheiving a 90% first call resolution rate in the first month of employment
- Collabrated with a 7-member senior mangement team to create procedures that tracked 3.9k open tickets by responding to customer requests within 24 hours
- Provided end-to-end support for operating system issues, printer malfunctions, and 35 other hardware and software problems
- Assisted clients with technical support regarding RW's software products and services via 1.1K phone calls, 800 email messages, and 3K chats.
IT Support Specialist
K2B Solutions Pvt Ltd
08.2016 - 06.2018
- Designed a mobile application that provided mangement with data from 38 remote locations, which reduced travel cost associated with site visit by 94%
- Installed new hardware and software for 755 employees weekly and trained staff on the how-to once the installation was complete
- Managed the office computer equipment inventory and ordered over 1.3K replacements, which improved efficiency by 60%
- Completed precise documentation for 18 projects , including step-by-step instructions and diagrams, improving customer knowledge base by 27%.
Customer Service Represenative
Matrimony.com
03.2015 - 07.2016
- Responded to calls and emails from 1.2K customers regarding billing, account information and order confirmation; resolved 84% of issues received
- Maintained knowledge of products to answer tough questions, achieved a 92% satisfaction rating in 6K customer survey
- Boosted the average ticket closure rate by 67% via effective communication with other team members in the office.
Education
Masters in Computer Application -
Madurai Kamaraj University
01.2014
Bachelors in Electornics & Communication -
Madurai Kamaraj University College
01.2010
Skills
- Documentation
- Ticketing
- Networking
- Administration Support
- Hardware/Software installation(Experienced)
- Windows
- Mac OS
- Linux Troubleshooting(Advanced)
- Virtual Private Networks
- L1 support
Certification
- COMPTIA A+
- AWS Certified Cloud Practioner
- ITIL Practices - Foundation Level
Timeline
IT Service Desk Analyst With Cyber Security
Generation UK & Ireland
09.2023 - 11.2023
Service Desk Analyst
Nihon Technology Pvt Ltd
07.2018 - 10.2020
IT Support Specialist
K2B Solutions Pvt Ltd
08.2016 - 06.2018
Customer Service Represenative
Matrimony.com
03.2015 - 07.2016
Masters in Computer Application -
Madurai Kamaraj University
Bachelors in Electornics & Communication -
Madurai Kamaraj University College
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