Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Ashwin P

Customer, Technical & Network Engineer Support
Chennai

Summary

Dynamic Technical Support Engineer with a proven track record at Movate - Netgear, excelling in network troubleshooting and client communication. Adept at resolving complex issues and enhancing customer satisfaction through effective support case resolution. Committed to continuous learning and leveraging CRM software to drive operational efficiency and team collaboration.

Overview

14
14
years of professional experience
17
17
years of post-secondary education
4
4
Certifications
4
4
Languages

Work History

Technical Support Engineer

Movate Technologies LTD.
01.2024 - 11.2024
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
  • Installed, configured and maintained computer systems and network connections.

Senior Technical Associate

Tech Mahindra
12.2021 - 11.2023
  • Assisted in the selection of new technologies to integrate into existing systems for improved functionality based on business requirements analysis.
  • Supported end-users with technical issues by providing prompt customer service, problem-solving skills, and comprehensive documentation on resolutions.
  • Streamlined workflow processes for increased efficiency by implementing automated systems and tools.
  • Developed innovative solutions to complex problems using cutting-edge technologies that led to increased customer satisfaction rates across multiple product lines.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.

Team Lead

Sutherland Global
06.2020 - 05.2021
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.

Marketing Executive

Nova Digitech
10.2014 - 01.2020
  • Planned and executed events and marketing programs to increase qualified leads.
  • Collaborated closely with sales teams to ensure alignment between promotional activities and revenue goals.
  • Managed relationships with key industry partners and implemented promotional initiatives to maximize marketing program performance.
  • Collaborated with developers, advertisers and production managers to market products and services.
  • Onboarded new customers efficiently by developing database listings, uploading information, and defining related lists.
  • Increased brand awareness by developing and implementing innovative marketing campaigns.
  • Developed strong relationships with key industry influencers, leading to increased brand exposure and partnership opportunities.

Product Support Associate

SMP Global Info-tech
06.2011 - 09.2014
  • Developed strong relationships with key customers, fostering loyalty and repeat business opportunities.
  • Improved customer satisfaction by providing timely and accurate product support to clients.
  • Managed a high volume of support requests while maintaining excellent response times and resolutions rates.
  • Determined customers' needs and desires by specifying research needed to obtain market information.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Client Technical Support Associate

Dell International Services
10.2010 - 06.2011
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Streamlined support processes for improved efficiency and faster response times.
  • Developed comprehensive technical documentation to assist clients in using products effectively.
  • Established strong relationships with key clients by offering personalized solutions that met their specific needs and expectations.
  • Managed high-volume support requests, consistently meeting or exceeding response time targets.
  • Assisted sales team in product demonstrations, providing expert guidance on features and benefits tailored to client needs.
  • Reduced call wait times by implementing effective troubleshooting techniques and knowledge sharing.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Managed high levels of call flow and responded to technical support needs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Education

No Degree - Information Science

MVJ College Of Engineering
Bengaluru, India
05.2005 - 09.2009

High School Diploma -

Cathedral Composite Pre-University College
Bengaluru, India
05.2003 - 07.2005

High School Diploma -

Bishop Cotton Boys School
Bengaluru, India
05.1993 - 06.2003

Skills

    Project management

    Critical thinking

    Issue research

    Customer service

    Process improvement

    Issue escalation

    Customer success management

    Product knowledge

    Continuous improvement

    Incident management

Certification

Dell Certification: Dell Resolution Expert, 10/21/10

Interests

Technology related V-logs research Racing Passion Thrifting: Finding great deals on used items Yoga: Attending yoga classes or doing yoga at home

Timeline

Technical Support Engineer

Movate Technologies LTD.
01.2024 - 11.2024

Senior Technical Associate

Tech Mahindra
12.2021 - 11.2023

Team Lead

Sutherland Global
06.2020 - 05.2021

Marketing Executive

Nova Digitech
10.2014 - 01.2020

Product Support Associate

SMP Global Info-tech
06.2011 - 09.2014

Client Technical Support Associate

Dell International Services
10.2010 - 06.2011

No Degree - Information Science

MVJ College Of Engineering
05.2005 - 09.2009

High School Diploma -

Cathedral Composite Pre-University College
05.2003 - 07.2005

High School Diploma -

Bishop Cotton Boys School
05.1993 - 06.2003

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