Manasa Pendem
Technical Support Analyst | Service desk | Proficient in Servicenow ticketing tool, Knowledge Management| Provided IT support with 95% CSAT score
- Role
- Senior System Engineer at Cognizant
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Manasa Pendem
Experienced Customer Service Analyst with 3 years of expertise in addressing customer…
Experience
Senior System Engineer
Oct 2021 — Present
Successfully resolved complex issues, including network slowdowns and connectivity problems.Adhered to KPls like First Call Resolution (FCR) and Client Satisfaction (CSAT) and emerged as the goodperformer in the project consistently.• Proficient in MS Office (Word, Excel, Outlook, Teams) and various browsers (Chrome, MS Edge, IE).Developed and maintained knowledge bases and documentation to ensure efficient and effective resolution of issues. • Adept at troubleshooting and resolving hardware issues for PCs, laptops, printers, and scanners.• Experienced in networking tools such as VPN and Zscaler.• Utilized LogMeIn for efficient troubleshooting and provided temporary passwords using OKTA tool.• Did Diagnose, troubleshoot, and resolve a wide range of software, hardware, and connectivity issues.• Provided first-call resolution for instant customer calls.• Strong multitasking skills (calls, chats, Non-Voice support).Maintaining excellent conduct with good number of CSAT Scores. • Being a topper in CSAT and IVR transfer till date.
Education
Osmania University
Bsc, Mathematics
2018 — 2021
Kommuri Pratap Reddy Institute of Technology
Master of Business Administration, Finance, General
2021 — 2023
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