System Engineer

Dedicated and customer-focused System engineer professional with exceptional communication skills and a proven track record of effectively empathizing, pacifying, and resolving issues for irate customers. Eager to leverage technical troubleshooting expertise and adaptability to new technologies to provide outstanding remote support and contribute to enhancing customer satisfaction. EXPERIENCE System Analyst, 05/2021 - Current HCL Technologies - Lucknow, India Project: SC Johnson-DWP-NORAM-EE-ADC/RDC Role/Position: Infrastructure-Delivery-L2-Analyst Answered incoming calls and logged all users' questions and issues accurately and efficiently into the ticketing system. • Successfully managed and resolved customer complaints, turning negative experiences into positive outcomes. • Demonstrated exceptional communication skills to empathize with irate customers and provide effective solutions. • Utilized technical knowledge to troubleshoot and resolve issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and Security Apps via remote support. Collaborated with supervisors and escalated complex issues when necessary to ensure timely resolution. Researched and provided accurate product and service information to customers, enhancing their understanding and satisfaction. • Developed and maintained Standard Operating Procedures (SOPs) for new issues and resolutions, streamlining support processes. Attended weekly team meeting and updated the any open issues and updated on any escalation. ACHIEVEMENTS • Employee of the year for 2022 • More than 200+ client appreciation email • one time selected as silver club of performance • Always in top 3 performer in teams • Successfully closes more than 3500 ticket (Incident + Service request)