Technical Support professional with over 8 years of experience delivering exceptional customer service and solving complex technical issues. Having a strong focus on incident management, root cause analysis, and service quality improvement. Currently, I am expanding my expertise by pursuing a Data Analytics course at Durham College, where I am honing my skills in Data Visualization, Statistical Predictive modeling, and Data Collection.Specialties:• Technical Support: Skilled in resolving complex issues and improving uptime.• Incident Management: Strong in prioritizing, troubleshooting, and fixing issues.• ITIL Methodologies: Strong background in optimizing service quality, adhering to ITIL best practices, and fostering process improvements.• Project Management: Skilled in managing resources and delivering projects within scope and timelines.• Data Analytics: Learning data visualization and predictive modeling to uncover insights.
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It AnalystTata Consultancy Services Apr 2022 - Aug 2023Kerala, IndiaLed the resolution of major incidents, coordinating support engagement and ensuring minimal impact on business operations.Documented key actions during incident calls and communicated status updates to senior leadership.Facilitated cross-functional teams in root cause analysis to drive timely incident resolutions. -
System EngineerUst Jul 2017 - Aug 2021Kerala, IndiaProvided technical support for VPN, remote desktop, and Office 365 issues. Managed Active Directory users, implemented DUO MFA, and monitored network performance using tools like SolarWinds and SCOM. Collaborated with teams to resolve incidents, maintain ITIL processes, and create Knowledge Base articles. -
Customer Service ExecutiveM Squared Software And Services Pvt Ltd Jul 2014 - Jul 2017Kerala, IndiaProvided exceptional support in a US-based inbound voice medical process, addressing customer inquiries and resolving issues promptly.Liaised between patients and healthcare centers, ensuring accurate data entry and timely medication refills. Maintained high customer satisfaction, utilizing sound judgment in managing sensitive calls and escalating unresolved issues.
Siji Geetha Surendran Education Details
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Information Technology -
Project Management
Frequently Asked Questions about Siji Geetha Surendran
What is Siji Geetha Surendran's role at the current company?
Siji Geetha Surendran's current role is System Engineer | 8+ Years of Expertise in Technical Support, Incident Resolution, Process Optimization and Cross-Functional Collaboration | Former Employee at TCS and UST.
What schools did Siji Geetha Surendran attend?
Siji Geetha Surendran attended Durham College, Conestoga College.
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