Brajesh kumar

Job Overview: - Working in Tietoevry India Pvt. Ltd.

Working as a Technical Support Engineer as part of the 24×7 shift team. I work as a front-line interface within NOC, monitoring alarms and alerting customers to proactive and reactive events. My technical expertise is focused on the smooth running of both our Managed Service and Maintenance customers’ environments. Ensuring system availability is maintained at the highest level and any issues that arise are dealt with within the SLA.

Maintaining KPI data

Customer I support - Posten Business Services, Toyota, Rusta and other Enterprise customers.

• Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Reduced downtime by proactively identifying potential network problems and implementing corrective measures.

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Improved service desk efficiency by streamlining processes and implementing best practices.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.

• Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Provided after-hours support as needed to minimize business impact during downtime events.
• Monitored system performance to identify potential issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Generated reports to track performance and analyze trends.