Sep 2024 – Jun 2025 · 9 mos · Remote

Sep 2023 – May 2024 · 8 mos

Jan 2022 – Feb 2023 · 1 yr 1 mo

Feb 2019 – Dec 2022 · 3 yrs 10 mos

• Ensured application availability and zero downtime pre and during market operations by coordinating with IT teams and business stakeholders.
• Delivered advanced technical support, resolving complex customer issues with a high degree of personalized attention.
• Conducted thorough research, replication, and root cause analysis for escalated technical cases unresolved by initial support levels.
• Provided expert support for NVIDIA products, including GPUs, Cloud Solutions, Developer Kits, and Android devices, ensuring optimal performance.
• Monitored application performance and system processes to maintain system integrity.
• Proficient in cloud architecture and distributed computing, contributing to the seamless operation of cloud-based applications.
• Managed the installation, deployment, maintenance, and performance optimization of the NVIDIA GeForce NOW Cloud gaming application.
• Identified and documented bugs for resolution in subsequent software updates.
• Supported Level 1 Technicians with real-time assistance on calls, emails, and chats, enhancing service quality.
• Orchestrated team meetings, conducted training for new hires, and provided ongoing mentorship to Level 1 Technicians.
• Acted as Shift Lead, overseeing operational continuity in the manager's absence.
• Coached IT newcomers in advanced technical processes, elevating team expertise.
• Collaborated with developers and project managers to expedite issue resolution.
• Authored and maintained Knowledge Base articles for internal and customer reference, improving self-service capabilities.
• Strategically allocated Level 1 Technicians to calls, chats, and emails, ensuring efficient workflow and customer follow-up resolution.
• Recommended system configurations and enhancements to optimize performance.
• Performed detailed analysis of Level 1 incidents and escalations to identify root causes.
• Achieved a 100% customer satisfaction rate, meeting and exceeding CSAT targets.

Oct 2016 – Jun 2018 · 1 yr 8 mos · Bengaluru, Karnataka, India

• Handling US & Canada based clients & resolving their computer, printer, networking & peripheral related technical issues
• Selling premium hardware & software support plans/contracts, security suites, accessories to end users & generating consistent margins
• Dealing with all types of software (including 3rd party) & hardware issues.
• Installation and Configuration of Router, Modem, Hub.
• Providing clients world class technical support & customer service & maintaining consistent stack numbers
• Setup desktop computers and peripherals (Printers, scanners, projectors, etc) and test network connections.
• Train end users on usage of computer hardware and software.
• Configure, install, and manage network components including; switches, routers and CSU/DSU's.
• Network and connect computers within organization to better communication.
• Acquainted with Active Directory Domain Services.

Nov 2014 – Apr 2016 · 1 yr 5 mos · Bengaluru, Karnataka, India

• Effectively manage incoming calls, emails and cases from customer such as Bank Of America, JP Morgan, HSBC, Apple Inc, Yahoo, L’Oréal, IBM, Wells Fargo, Royal Bank of Scotland and more than 200 Multi-National Companies across the globe.
• Worked with customer to resolved issues dealing with SAN and NAS environment
• Identifying the technical issues with the customer’s storage filer and co-coordinating with the Third- Party Maintainers to get the replacement done.
• Generate sales leads.
• Product range for storage Filer including Hard disk, cables, NV- RAM, Fans, Motherboard, Chassis etc.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/team sales targets and productivity quota set by clients.
• Order Shipments and sourcing on SAP Tool
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Work on TTP orders and Priority driven Orders for world’s top clients Ex- (Google, Yahoo)

Sep 2013 – Aug 2014 · 11 mos

• Promoting sales & marketing activities of Ford Cars for corporate and individual business.
• Responsible for the entire sales process including Product demo, conducting need analysis and proposing appropriate model and closing the sales cycle.
• Preparing the sales documents starting from price quotations, finance, co documentation, credit proposals, delivery notes and final vehicle delivery checklist.
• Conducting direct sales calls to the potential customers In Doha
• Liaising between banks, customers and insurance companies for the entire credit requirements.
• Creating and maintaining database of existing customers and potential buyers.
• Carrying out marketing activities like new car launch, test drive campaign, outdoor vehicle and brochure display.
• Integrating the function of vehicle services, logistics and internal credit department for maximum customer satisfaction.
• Good knowledge in kerridge auto line programs.

Aug 2011 – Mar 2013 · 1 yr 7 mos · Bengaluru, Karnataka, India

• Coordinating with IT Support and Operations to ensure that the issues are resolved on time.
• Receiving calls emails and Web tickets for APAC and NA regions and creating Incident tickets and Service Request through Remedy 7.0.
• Ensuring Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
• Sending notifications to various support teams on Medium and High Priority tickets.
• Facilitating Conference Bridge for High Priority tickets.
• Communicating to end users concerning the status of Incidents, Service Requests, and
• Attend team meeting with Problem Management on every week.
• Assigning Service Desk task to each Analyst equally.
• Provide constant training to the new team members on all tool usage and troubleshooting of issues/incidents reported.
• Log all calls in the Service Desk Call Logging system (SCSM)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To arrange for external technical support where problems cannot be resolved in house.