Dedicated and results-driven IT professional with 4.8 years of hands-on experience in IT Operations, Customer Success, and Technical Support. Currently thriving as an IT Help-desk Analyst at Evoqua Water Technologies, I excel in effective user account management, prioritizing help tickets, and collaborating seamlessly within a team. My proactive approach in incident management, utilizing Service Now for service requests, and monitoring Solar Winds for preemptive measures showcase my commitment to delivering top-notch IT support.In my previous role as a Technical Support Engineer at Renovision Automation Services, I demonstrated expertise in troubleshooting application and system issues, managing assets through Priority TOUCH Remedy, and providing extended user support via remote access tools. My role involved assembling PCs, installing drives, and maintaining antivirus software, emphasizing my comprehensive technical skill set.Having served as a Desktop Support Engineer at FutureSoft Solution and Bridge Technologies, I honed my ability to provide desktop support for software and hardware, conduct system monitoring, and coordinate with vendors for hardware replacements. My accomplishments include receiving numerous appreciations and positive surveys for exceptional service, underscoring my commitment to delivering outstanding results.Currently pursuing an M.Sc in Cyber Forensic and Information Security at the University of Madras, I combine practical experience with advanced education to stay at the forefront of the evolving IT landscape. My MBA in Finance from Loyola College and a Bachelor's degree in Computer Science further reinforce my diverse skill set.Key Skills:
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Information Technology Operations AnalystEvoqua Water Technologies India Jul 2022 - Jan 2024Chennai, Tamil Nadu, IndiaSpearheaded efficient user account management, creating and managing user accounts and permissions, resulting in a streamlined access process for over 500 users.Demonstrated exemplary team collaboration and time management skills, excelling both independently and as a collaborative team member, ensuring timely resolution of IT issues and consistently meeting deadlines.Played a pivotal role in addressing and prioritizing incoming help tickets, handling calls, voicemails, emails, and physical requests, resulting in a 20% reduction in average ticket resolution time.Supported a wide array of software, including Adobe PDF Editor, Microsoft Office Suite, Outlook, Teams, SAP, mCompanion, and Software Center, ensuring seamless operation of essential business tools.Specialized in incident management, effectively handling service requests through the Service Now portal, maintaining SLAs, and prioritizing incidents based on proposed priorities.Implemented proactive measures by monitoring Solar Winds and sending email notifications to Server/Networking teams, significantly reducing the occurrence of P1 incidents. -
Technical Support EngineerMiramed Ajuba - A Global Services Company Aug 2021 - May 2022Chennai, Tamil Nadu, IndiaIdentified and resolved application and system issues, handling support tickets efficiently using Priority TOUCH Remedy, resulting in a 15% increase in ticket resolution efficiency.Managed systems received and delivered assets, maintaining, customizing, and troubleshooting inventory systems, contributing to a 10% improvement in asset management accuracy.Installed and maintained antivirus software (Symantec) and managed updates (Global Protect), ensuring a secure and up-to-date IT environment.Provided extended user support through remote access tools (AnyDesk, TeamViewer, DameWare, RDC), assembling PCs, installing drives, and performing installations of various operating systems. -
System EngineerHcl Technologies Jan 2019 - Dec 2019Chennai, Tamil Nadu, IndiaInstalled various software as per management requirements, efficiently handling tickets using Priority - BMC Remedy, and achieving a 25% reduction in ticket backlog.Provided comprehensive desktop support for software and hardware, including configuration, repair, maintenance, and installation, resulting in a 30% decrease in hardware-related issues.Coordinated with vendors for laptop replacements and warranty issues, successfully managing the replacement of 50+ laptops within a specified time-frame.Troubleshot Microsoft Office Outlook, resolving issues promptly and enhancing user productivity.Maintained daily call reports in Excel with weekly updates to the client, fostering transparent communication and facilitating continuous improvement in service delivery. -
Desktop Support EngineerBridge Technologies Oct 2017 - Dec 2018Chennai, Tamil Nadu, IndiaAssembled PCs, installed various types of drives, and configured and maintained network and local printing, ensuring optimal system performance.Successfully troubleshooted LAN issues, coordinated with internet service providers for internet-related problems, and maintained detailed call reports, providing a transparent overview to the client.Installed operating systems (Windows XP, Win 7, Win 8, and Win 10) and performed maintenance, management, customization, and troubleshooting, contributing to a 20% improvement in system stability.Proficiently handled cable crimping (Straight and Cross), configuring and maintaining network and local printing, reducing network-related issues by 15%.Coordinated with internet service providers to troubleshoot and resolve internet-related problems, ensuring uninterrupted connectivity for all users.
Franklin R Education Details
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Finance, General -
Computer Science -
Cyber Forensics And Information Security
Frequently Asked Questions about Franklin R
What is Franklin R's role at the current company?
Franklin R's current role is Experienced IT Professional | Dynamic IT Help-desk Analyst | Technical Support Expert | Proven Incident Management | IT Support.
What schools did Franklin R attend?
Franklin R attended Loyola College, Alpha Arts And Science College, University Of Madras.
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Franklin R
Product Designer | Designing Solutions That Delight And Engage | Let'S Create Extraordinary Experiences TogetherChennai -
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Franklin R.
Greater Bengaluru Area
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