Sports
MONAL CHENNUR
Production Support Engineer
Nagpur
Summary
Experienced Technical Support and Incident Management Professional
Results-driven professional with over 7.5 years of experience in technical troubleshooting and incident management. Possesses a solid background in providing high-quality technical support and efficiently resolving production issues. Proven ability to troubleshoot complex systems, implement effective solutions, and enhance operational efficiency. Demonstrates strong analytical skills and the ability to collaborate seamlessly with cross-functional teams to achieve business goals and maintain system stability.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Production Support Engineer
Zinnia Digital Services
09.2022 - Current
- Mentored junior production support engineer, providing guidance on best practices and helping them develop their skills.
- Delegated work to teammates, followed up with them, and ensured timely completion of assigned tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity and efficiency by implementing new strategies and process improvements.
- Tried to implement effective incident management strategies to minimize business operation disruptions during system outages or failures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Enhanced team productivity by implementing efficient work processes.
- Streamlined communication with team members for efficient problem-solving and incident management.
- Earned recognition from management for consistently going above and beyond the call of duty, demonstrating a deep commitment to organizational success.
- Reduced downtime by proactively monitoring systems for potential issues and addressing them before they escalated.
- Worked on workflow triggers and built them for our clients, helping automate various processes within SmartOffice.
- Improved production efficiency by identifying and troubleshooting issues in a timely manner.
- Enhanced team productivity by providing technical support and training to colleagues whenever needed.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Technical support specialist
Diebold Nixdorf
04.2021 - 09.2022
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Conducted post-incident reviews, identifying areas for improvement and refining incident management procedures accordingly.
- Provided technical guidance during incident management calls that helped mitigate ongoing issues effectively while minimizing impact on endusers.
- Promoted efficiency among departments with prompt resolution of system issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Documented support interactions for future reference.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved 35 technical support inquiries per day
Customer Service Associate
Amazon Development Center
08.2019 - 03.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Offered basic technical support for clients on wide range of company products.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Information Process Enabler
Tata Consultancy Services
07.2017 - 08.2019
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Carried out day-to-day duties accurately and efficiently.
- Participated in team-building activities to enhance working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Managed customer relations through communication and helpful interactions.
Education
Bachelor of Computer Application (E-Commerce) - Computer And Information Systems Security
Hislop College
Nagpur, India 06.2014 - 05.2017
Skills
Incident management
System troubleshooting
Team building
undefinedAdditional Information
- ACHIEVEMENTS , Award for Outstanding Contribution to employee health safety environment for the year 2019. Star Performer of the year 2019. Corporate Maitree Award TCS 2019. Safety Hero of the year 2019(TCS). Amazon music award 2020. Best employee of Q2 2021 at Diebold.
Interests
Photography
Travel
Gardening
Cooking
Languages
Good,3,Very Good,4,Very Good,4,Very Good,4
Social Work
I have actively contributed to Corporate Social Responsibility (CSR) initiatives in all the organizations I have worked with. My involvement included participating in various social work activities, organizing community outreach programs, and supporting initiatives aimed at giving back to society. Being part of CSR has allowed me to make a positive impact while fostering a sense of responsibility and teamwork within the organization.
Timeline
Production Support Engineer
Zinnia Digital Services
09.2022 - Current
Technical support specialist
Diebold Nixdorf
04.2021 - 09.2022
Customer Service Associate
Amazon Development Center
08.2019 - 03.2021
Information Process Enabler
Tata Consultancy Services
07.2017 - 08.2019
Bachelor of Computer Application (E-Commerce) - Computer And Information Systems Security
Hislop College
06.2014 - 05.2017
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