Aishwarya Suresh
IT Team Lead
Bangalore
Summary of Career
1. Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
2. Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
3. Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
4. Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
5. Auditing customer accounts to ensure accuracy of information.
6. Handling escalated issues from customers.
7. Participating in the Manager on Duty rotation.
8. Excellent communication skills with a strong customer focus
9. Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel
10. Good understanding of Networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP, QoS
Experience as Technical Support Engineer
12 March 2015
14 June 2016
•Handled Technical and Process Escalations Providing networking, design, installation and maintenance services and increased the team productivity up-to 3%
•Analyzed and supported networking issues including TCP/IP, SMTP etc. and other inter networking technologies (Router, switch, proxy, firewall, load balance) with 99% accuracy.
Experience as Service Desk Engineer
15 June 2016
14 June 2017
•Ability to handle International Voice and non voice process 24*7 with on-call support.
•Analyzed the issue and supported many applications like VPN, Sophos, and LogMeIn etc. with 98% CSAT.
•Managed a process re-engineering project to improve & consolidate end to end service process, restructured communication flow among 10 departments & cut down paper work by 75%.
•Prepared and provided mentor in townhall about FCIP, iSCSI, SAN, NAS, and associated storage systems on monthly basis.
Experience as IT Team Lead
10 June 2017
15 November 2019
•Demonstrated experience on coordinating with vendors, meeting arrangements, Roster & leave management, supporting customers on equipment support which includes Desktop, Laptops, Scanner, Thin clients, LAN/WAN (Firewall), VC support, VOIP Telephony, printers, Server via emails, tickets, walk-ins and on-call 24*7 & preparation of reports on tickets to maintain productivity.
•Promoted within 12 months due to strong performance and organizational impact.
•Mentored team members & have experience to handle new hires orientation program, ID creation, Laptop allocation, OS Deployment(MAC/Windows 7/8/10), Software and hardware installations. Etc.
•Authored documents on creating technical guidelines for 10 floor building which includes useful links,video wall config, VPN & Avaya Configurations, Meeting rooms usage guide, printer configuration, AV/VC operations & reduced incident counts & employee queries from 87% to 61%.
•Introduced self service link for software installations and reduced service desk call rates up-to 36%. And implemented tool for maintaining software licenses, EUS, maintaining Invoices on IT procurement, Gatepass(SEZ BOE) preparations, IT equipment and software deployment etc.
•Designed a knowledge database for handling point of sales(POS), retail, F&B systems, Hospitality support, business communications, troubleshooting network faults, Escalation matrix, and directed team members technically strong and reduced process escalations up-to 30%.
Bachelor 16 April 2015
NGP INstitute of technology. I have completed Electronics and communication engineerIntermediate 28 March 2012
GRG POlytechnic college. I have done Instrumentation and control engineering