Swathi Bethapudi
Birmingham,United Kingdom
Summary
Technically 3+ years of experience in technical support Engineer, this position provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems. The Technical support Engineer makes decision based on independent judgement to resolve a range of complex technical problems Thorough computer networking professional with background implementing networks, upgrading systems and assisting users. Current on latest hardware and software technologies for optimum security and performance. Always ready to help others and resolve problems.
Overview
8
8
years of professional experience
Work History
Associate Network Engineer
Micron Technology Operations.
, INDIA
10.2022 - Current
- Assists with establishing networking environment by installing, configuring, testing and documenting the equipment/network systems according to the design and specifications
- Assists with day-to-day networking tasks to ensure network reliability, availability and serviceability within minimal interruption
- Provides technical support, responds to work orders and tickets from the users, analyzes and solves reported network problems
- Assists with configuring firewall security settings to access permissions groups for individuals and sets up provisions for incoming data
- Assists with network technology upgrade or expansion projects, including installation of hardware, software and integration testing, as well as coordinating these activities without disturbing function of other systems
- Updating network equipment to the latest firmware & IOS releases
Senior technical support engineer
Optum Global Advantage Pvt Ltd.
, INDIA
11.2018 - 10.2022
- Provide post software implementation support, and training for CMMS for both main client and mobile applications
- Maintain positive customer relationships with clients via break/fix resolution of client issues
- Record calls, and emails in Automated tracking system
- Apply rigorous testing methods including extensive end-user simulation to uncover program 'bugs' as well as trained in Agile development process
- Knowledge on CCSN ticketing toll for pulling reports of the team
- Facilitates timely, and accurate resolution of technical issues within in the software
- Created departmental support documentation
- Created 'what's New' documentation for new software Releases and Patches
Technical Associate
Genpact Pvt Ltd.
01.2016 - 11.2018
- Diagnose and troubleshoot technical problems, either over the phone or in person
- Assist customers in understanding and using company products and services
- Escalate complex customer issues to senior staff when necessary
- Update customers on the status of their issue and expected resolution time
- Maintain detailed records of customer interactions and technical issues
- Follow up with customers after issue resolution to ensure satisfaction
- Monitor incoming calls and emails to prioritize and triage accordingly
- Train new employees on company products and services
- Stay up-to-date on new product features and updates
- Identify areas for improvement in customer support processes
- Provide feedback to management on ways to improve the customer experience
- Evaluate and supplement vendor supplied documentation for third party software
- Oversee database standards and procedures, system usage and performance.
Education
Bachelor Of Technology -
Jawaharlal Nehru Technological University
Skills
- Communication skills
- Hardware and software Installation
- Problem Solving
- IT management software proficiency
- Diagnostic and troubleshooting skills
- Troubleshooting network issues
- Customer communication
- Systems management
Languages
ENGLISH
HINDI
TELUGU
Personal Information
- Father's Name: B.Ramdas
- Nationality: Indian
- Marital status: Married
Custom
- Listening Music
- Reading Books
- Cooking
- Travelling
Timeline
Associate Network Engineer
Micron Technology Operations.
10.2022 - Current
Senior technical support engineer
Optum Global Advantage Pvt Ltd.
11.2018 - 10.2022
Technical Associate
Genpact Pvt Ltd.
01.2016 - 11.2018
Bachelor Of Technology -
Jawaharlal Nehru Technological University
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