Vysakh CB
London,England
Summary
A tech enthusiast with a wide array of domain work experience. GCP Certified professional working as Technical Support Specialist. Eagerly and passionately looking forward to a career change to Cloud and SAAS environments. Trained in Linux, Python, SQL and GIT. Ambitious, career-focused individual, anxious to obtain an entry-level Cloud Support position to help launch a cloud career while achieving company goals. Hardworking and passionate individual with strong organizational skills. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tier 2 Escalation Specialist
Smartsheet
London, City of London
10.2023 - Current
- Troubleshooting customer issues using internal & external documentation, various tools and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
- Client handling for escalated cases with ticket completion from beginning till the end. Took ownership for customer correspondence to deliver exceptional customer service levels.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- Partnering with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
- SME in Governance related topics such as SSO/SAML, Directory Integration, Authentication and Authorisation.
- Contributing to Team Projects
- Coaching and providing feedbacks to L1 specialists and helping to prepare Internal Knowledge documents and Trainings.
- Became the Go-to person for colleagues and managers for task completion.
- Responded to customer feedback within target timescales.
Technical support engineer
Smartsheet
London, City of London
06.2022 - Current
- Delivered Enterprise level, first contact resolution through effective utilisation of tools and an approach of Customer obsession, highlighting improvements needed to KB, tools, and processes
- Support Customers as an SME on Core and Premium apps, through all channels, flagging Service Impacting Events and Bugs appropriately and engaging with the Escalation Team when necessary
- Leverage customer troubleshooting interactions as opportunities to instil best practices and help customers realise value and achieve outcomes
- Gave and received thoughtful feedback on team processes, peers, and leadership.
- Exceeded performance goals in areas like customer satisfaction, quality assurance, and attendance. Partnered with leaders to coach goals and provide feedbacks
- Utilised defined processes, policies, and technical troubleshooting workflows
Helpdesk Technician
DXC Technology
01.2020 - 04.2022
- Own, troubleshoot and solve customers' technical issues using collaboration, troubleshooting best practices and transparency within and across teams
- Performed Mac OS, Windows 10, Windows Active Directory and handling of various IT tools and SaaS applications like Google Workspace, Zoom, Virus
- Scan, Microsoft Office, Slack, and Dropbox
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system (ServiceNow), all in timely manner, in accordance with team standards.
Immigration Specialist
IBM
01.2019 - 01.2020
- Handled end to end process of H-1B Cap, for IBM employees
- Collating documents from employee and verifying and validating documents acquired with IBM assignment pro tool
- Interacting with employees and their managers to resolve issues that arose and analyzing root causes so as to avoid recurrence.
Customer Delight Executive
Bundl Technologies
01.2018 - 01.2019
Senior Operations Executive
Aegis Global Outsourcing Limited
01.2016 - 01.2018
Office Executive
ASSIANO BUILDERS
01.2014 - 01.2016
Education
Bachelor of Computer - Computer Application
Sikkim Manipal University
India02.2022
Diploma of Higher Education - Nautical Science
Indian Maritime University
India02.2012
Skills
- GOOGLE CLOUD
- Smartsheet
- PLATFORM
- MS AZURE
- LINUX
- PYTHON
- GIT AND GIT HUB
- Technical issues analysis
- Best practices and standards
- Technical analysis
- Help desk software
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Certification
- Google Cloud Certified Associate Cloud Engineer
- Google Cloud Certified Cloud Digital Leader
- Microsoft Certified AZ 900 Fundamentals
- Technical Support Fundamentals by Google
- IBM Customer Engagement Specialist Professional Certificate
- IBM Cybersecurity Fundamentals
- Smartsheet Core APP Certified
Languages
Malayalam
Native language
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Tier 2 Escalation Specialist
Smartsheet
10.2023 - Current
Technical support engineer
Smartsheet
06.2022 - Current
Helpdesk Technician
DXC Technology
01.2020 - 04.2022
Immigration Specialist
IBM
01.2019 - 01.2020
Customer Delight Executive
Bundl Technologies
01.2018 - 01.2019
Senior Operations Executive
Aegis Global Outsourcing Limited
01.2016 - 01.2018
Office Executive
ASSIANO BUILDERS
01.2014 - 01.2016
Bachelor of Computer - Computer Application
Sikkim Manipal University
Diploma of Higher Education - Nautical Science
Indian Maritime University
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