MS

Open to opportunities

Manasa Shashikumar

@manasashashikumar

Technical Support Engineer with 2+ years at HP, solving escalations and using Python to improve application support.

What I'm looking for

I’m looking for a Technical Support, Application Support, Product Support, or IT Service Desk role where I can own customer escalations, troubleshoot quickly, and use reporting/automation skills to improve resolution quality and speed.

I’m a Technical Support Engineer with 2+ years of experience at Hewlett Packard Pvt Ltd, focused on providing technical support, resolving customer issues, and handling escalations with timely follow-through. I monitored support performance metrics like TAT, generated reports, and analyzed support call data to keep teams aligned and resolutions on track.

I’m also returning to the workforce with expanded skills from recent upskilling—Python for Data Science (July 2023) and Full Stack Development (June 2025). I’ve been recognized as an “Outstanding Performer” (2011) and “Best Team Player,” and I’m now seeking opportunities in Technical Support, Application Support, Product Support, and IT Service Desk roles.

Experience

Work history, roles, and key accomplishments

HL

GSCB Technical Engineer

Hewlett Packard Pvt Ltd

Dec 2009 - Present (16 years 7 months)

Provided technical support for HP products, resolving customer issues and handling escalations to ensure timely resolution. Monitored turnaround time (TAT) and support performance metrics, generated reports from support call data, and coordinated part management with warehouse, dealers, and field engineers.

Technical Support Issue Resolution Customer Escalation Management Troubleshooting Reporting And Analysis Turnaround Time (TAT)Performance Metrics GCSS Application Tool Citrix

Education

Degrees, certifications, and relevant coursework

NI

NIIT

Diploma in Java, Java Programming

Completed a Diploma in Java from NIIT in 2015.

II

Indira Gandhi National Open University (IGNOU)

Master of Computer Applications (MCA), Computer Applications

Completed a Master’s in Computer Application (MCA) at IGNOU in 2013.

AS

Acharya Institute of Management & Science

Intermediate (+12), Higher Secondary Education

Completed Intermediate (+12) at Acharya Institute of Management & Science in 2006.

SC

St Mary’s Convent

SSLC (Secondary Schooling), Secondary Education

Completed SSLC (School of Secondary Education) at St Mary’s Convent in 2004.

OR

Oracle

Sun Certified Java Programmer (OCJP 6), Java Programming

Earned the Sun Certified Java Programmer (OCJP6) certification.

IN

Internshala

Certified Full Stack Developer, Full Stack Development

Completed the Certified Full Stack Developer program in June 2025.

SO

Sri Satya Sai Seva organization

Python for Data Science, Data Science (Python)

Completed the Python for Data Science certification in July 2023.

BU

Bangalore University

Bachelor of Computer Applications (BCA), Computer Applications

Completed a Bachelor in Computer Application (BCA) from Bangalore University in 2009.

Tech stack

Software and tools used professionally

MongoDB

Gmail

Visual Studio

JavaScript

Java

XML

SQL

Citrix

Objective

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