John Love Joy Sahaya Raj
Ostrava
Summary
Experienced Technical Support Associate known for improving service delivery quality at Sutherland Global Services through data analytics and team training. Proficient in network troubleshooting and promoting effective team communication, consistently resolving customer issues within 24 hours. Takes a proactive approach to problem-solving and process enhancement
Overview
5
5
years of professional experience
Work History
Help Desk Specialist
[24]7.ai
02.2020 - 03.2021
- Provided end-user system and equipment training.
- Working with document imaging technologies and deployment software.
- Maintained inventory of cell phones, laptops, and peripheral equipment.
- Installing new desktop systems and migrating data to new machines.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
Senior Technical Support Associate
Sutherland Global Services
05.2016 - 11.2019
- Served as an escalation point for challenging technical issues, maintaining a high-resolution success rate.
- Leveraged data analytics tools to track key performance metrics, identifying trends that led to actionable insights and improvements in service delivery quality.
- Enhanced team productivity with regular training sessions and knowledge sharing initiatives.
- Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
- Follow the customer issue and solve the problem within 24 hours.
Education
Master of Science - Marketing And Business
Vsb Technical University of Ostrava
Czech Republic08-2024
Bachelor of Arts - Computer Science
Hindustan College of Arts And Science
India05-2016
Skills
- Network Troubleshooting
- Remote Support
- Ms Office
- Software Knowledge
- Strong communication and teamwork skills
- Proactive problem-solving and process improvement mindset
- Marketing strategy and analysis Logistics operations management
Languages
Tamil
Native language
English
Upper intermediate
B2
Timeline
Help Desk Specialist
[24]7.ai
02.2020 - 03.2021
Senior Technical Support Associate
Sutherland Global Services
05.2016 - 11.2019
Master of Science - Marketing And Business
Vsb Technical University of Ostrava
Bachelor of Arts - Computer Science
Hindustan College of Arts And Science
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