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@truptiraniparida
Technical Support Representative skilled in non-voice troubleshooting and customer-facing issue resolution.
I am a Technical Support Representative with over two years of non-voice support experience via chat, email, and ticketing systems. I specialize in troubleshooting, guiding users through web-based tools, and maintaining clear written communication.
During roles at Wipro Limited and Dell Technologies, I handled customer interactions, managed and resolved support tickets in line with SLAs, and contributed to high customer satisfaction through professional communication and problem-solving.
I have experience creating and maintaining internal knowledge base articles, drafting FAQs, and following ITIL best practices for incident, problem, and request management. I prioritize tickets by severity and track lifecycles to ensure timely resolution.
I hold a Diploma in Information Technology and a PGDCA, and I bring a friendly tone, strong multitasking abilities, and a focus on minimizing downtime for business operations.
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Work history, roles, and key accomplishments
Handled enterprise data storage customer issues via email and ticketing systems, tracked ticket lifecycles per SLA, and maintained high satisfaction through timely resolution and documentation.
Provided non-voice customer support via chat, email, and tickets, troubleshooting web tools and drafting knowledge-base articles to improve resolution times and maintain high customer satisfaction.
Degrees, certifications, and relevant coursework
Diploma in Information Technology, Information Technology
2019 - 2022
Diploma in Information Technology completed between 2019 and 2022, focusing on IT fundamentals and practical technical skills.
Software and tools used professionally
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