Open to opportunities

Reshma Thangachan

@reshmathangachan

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Senior IT Technical Support Engineer delivering customer success through troubleshooting and training.

India

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What I'm looking for

I’m looking for a role where I can handle L1 technical support, remote troubleshooting, and client communication—while using my documentation and training skills to improve team troubleshooting and support operational success.

I’m a technical support professional with 9 years of experience in IT troubleshooting, customer support, and system management. I focus on fast resolution, clear documentation, and strong client relations to keep operations running efficiently.

I specialize in L1 Technical Support, handling calls and assisting end-users, and I’ve improved team performance through technical training that boosts troubleshooting efficiency. I also deliver remote support using TeamViewer and Remote Desktop, along with hardware/software installation and upgrades.

In my roles with KELTRON, I led onsite software support, managed stakeholder engagement, and maintained project documentation. I also supported business needs with ERP, invoicing, collections, debtors, and MIS maintenance, alongside vendor management and sales support.

I’m equally comfortable stepping into broader responsibilities—such as pre-sales, proposals, and legal agreements, plus outreach activities like social media management, cold calling, and email marketing. I’ve also contributed to high-stakes operations like live webcasting of polling booths.

Experience

Work history, roles, and key accomplishments

Business Development Leader

Our Thoughts LSKJ

Jan 2025 - Mar 2025 (2 months)

Handled pre-sales activities including social media management, cold calling, and end-to-end recruitment. Supported lead generation through email marketing, promotions, and campaign execution.

Pre Sales Social Media Management Cold Calling Email Marketing Campaign Management Lead Generation Recruitment Team Leadership

Technical Assistant (Election)

CDIT - Centre for Development of Imaging Technology

Dec 2021 - Mar 2024 (2 years 3 months)

Provided L1 technical support by handling calls and assisting end-users during an election project. Conducted technical training to improve team troubleshooting efficiency and supported installations and remote support.

L1 Technical Support Call Handling Remote Desktop Support Documentation Technical Training

Technical Assistant (Software Support)

Keltron (Software Division Trivandrum)

Jan 2018 - Jan 2021 (3 years)

Led onsite software support, delivered technical training, and managed client relationships with project documentation. Supported ERP workflows including invoicing, collections, debtors, MIS maintenance, vendor management, and sales support.

Onsite Support Technical Training Client Relationship Management Microsoft Office Suite Google Workspace ERP Support Invoicing & Collections Vendor Management

Technical Apprentice / Trainee

Keltron (Communication Complex, Monvila)

Jan 2015 - Jan 2017 (2 years)

Assisted operations of Speed Vehicle Camera System by collecting payments and preparing daily status reports.

Status Reporting

Teaching Assistant (Computer)

CBSE School

Jan 2013 - Jan 2015 (2 years)

Taught Computer Science as a subject up to Grade 7 at a CBSE school. Supported classroom instruction and student learning through daily teaching activities.

Computer Science Grade 7 Instruction Curriculum Support