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KESAV SRI JAGRUT NARAYANAM

@jagrut

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Support Engineer with 2 yrs of exp in Technical Support & Incident Management.

India

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What I'm looking for

I am looking for a company that values operational excellence and provides opportunities for continuous career advancement. I am particularly interested in roles related to IT Service Management and Service Desk Analysis, where I can utilize my skills in incident resolution, SLA management, and ITIL. I am seeking a company with a strong focus on customer service delivery and a commit

Support Engineer - Customer/Product/Technical at Experience.com, India, Remote

May 2024 - Present

Providing seamless customer support on priority basis.
Guiding clients with product related issues and queries.
Resolution of complex issue tickets raised by enterprises.

Analyst- IT at Capgemini, Bangalore, India

Jun 2022 - Feb 2024

Project 1 : Major Incident Manager - AXA : Insurance & Banking

Driving an incident to resolution through support engagement. - -
Documenting chronology of key actions and events during a incident bridge call
Post incident documentation to assist Problem Management in root cause analysis.
Ensure proper escalations procedures are followed and correct support teams are engaged.
Provide approval for business critical changes and change deviations.

Project 2 : L1 Technical support - 3M : Healthcare

Handled multiple issues with regards to Microsoft Applications of customers during migration.
Assisted customers with technical issues via email and telephone.
Resolved issues such as application error, Intune mobile services, login issues, network, Virtual Desktops via remote control.

Experience

Work history, roles, and key accomplishments

Current

Support Specialist

Current

Experience.com

May 2024 - Present (1 year 1 month)

- Providing seamless customer support on priority basis.
- Guiding clients with product related issues and queries.
- Resolution of complex issue tickets raised by enterprises.

Technical Support Product Support

Analyst

Capgemini

Jun 2022 - Feb 2024 (1 year 8 months)

Project 1 : Major Incident Manager
- Driving an incident to resolution through support engagement.
- Documenting chronology of key actions and events during a incident bridge call.
- Post Incident documentation
Project 2 : Service Desk Agent
- Handled multiple technical issues of customers during migration.
- Assisted customers with technical issues via chat, email and call.