Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic
Annapoorani Mani

Annapoorani Mani

Experienced Technical Support Engineer | Current Estimator | Focused on Technical Support Opportunities
Dubai

Summary

Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.

Overview

2025
2025
years of professional experience
4
4
years of post-secondary education
2
2
Certifications

Work History

Estimator

EuroArt
03.2024 - Current
  • Estimate project costs and timelines for DHW-related initiatives.
  • Coordinate with the product and technical team to ensure the right product is specified.
  • Collaborate with clients to understand their DHW requirements and provide tailored solutions, and conduct market research for competitive pricing analysis.
  • Improved transparency with clients by providing detailed breakdowns of proposed costs.
  • Collaborated with other departments for comprehensive project costings.
  • Liaised with suppliers to secure best prices for materials and services.
  • Used specialized software to create estimates quickly and accurately and make estimates easily understandable and shareable.

Associate Professional Technical Support Engineer

DXC Technology
1 2022 - 4 2023
  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Involved in reduction of duplicate tickets analysis
  • Involved in reviewing and modifying of knowledge base articles
  • Responsible for overall DSAT analysis and sharing feedback to analysts following standard procedures for proper escalation of unresolved issues to appropriate internal teams
  • Performing transaction monitoring and share feedback to analysts on timely basis
  • Participate in new hire intervention and UAT for new hires and ensure process and quality compliance
  • Mentoring and coaching new hires to bring them on par with performance parameters
  • Directed the Onboarding experience for incoming team members
  • Organized and executed the orientation program for newly appointed personnel
  • Executed and implemented onboarding strategies for new hires
  • Publishing and managing open volume reports and getting them actioned
  • Maintaining team reports and mentoring them in improvising their performance
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-day-day duties accurately and efficiently
  • Actively listened to customer’s requests, confirming full understanding before addressing concerns
  • Sharing process communication and training team members on it
  • Maintained knowledge bases and created awareness among team about new solutions for recurring issues
  • Maintained up-to-date reports for the Project (Weekly, Monthly & Overall)
  • Assessed team performance to maintain team metrics and SLA
  • Performed voice calls and ticket audits on weekly basis to verify process compliance.
  • Established knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
  • Reported project status to drive on-time project deliverables.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Performed root cause analysis of reported issues to enact corrections.
  • Delivered Tier-3 support and SME input to internal and external customers.

Senior Technical Support Engineer

DXC Technology
8 2020 - 12.2021
  • Responsible for service request fulfillment and incident management for end user queries via web tool /mail /chat within agreed service level guidelines
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Skilled in navigating and troubleshooting Windows and Mac environment
  • Provided guidance and technical troubleshooting for Software applications,Driver Installations,Printer setup
  • Full outlook and Microsoft product support
  • VPN and connectivity support and troubleshooting
  • Driver configuration and printer installation and configuration
  • Configured hardware, devices, and software to set up workstations for employees
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
  • Provided remote based technical support on all technical queries related to software, hardware, network, email collaborations and data management
  • Handled Office 365 Migration - Deploying Azure patches on client workstation.
  • Involved in Employee Orientation and new hire induction process

Sales Support Analyst

KGISL IT Technology
07.2018 - 06.2020
  • Optimized sales pipeline management through meticulous tracking of leads, opportunities, and deals.
  • Assisted in developing targeted marketing campaigns, leading to higher lead conversion rates.
  • Increased customer satisfaction levels through consistent follow-ups and thorough issue tracking.
  • Trained new Sales Support Analysts, ensuring smooth onboarding experience and knowledge transfer.
  • Supported sales team with timely and accurate sales reports, contributing to informed decision making.
  • Managed high-volume order processing tasks, ensuring accuracy and timely delivery of products to customers.
  • Delivered key metrics for sales, credit, and warranties to drive success of business.
  • Contributed to product development efforts by gathering customer feedback and sharing insights with product team.
  • Increased sales by 10% on daily basis.

Education

Bachelor of Engineering - Electronics And Communications Engineering

Coimbatore Institute of Engineering And Technology, Coimbatore
08.2014 - 05.2018

Skills

Helpdesk administration

Documentation And Reporting

Employee Training and Development

Employee Onboarding and Orientation

Technical Troubleshooting

Project estimation and bidding

Application support

Certification

Kaizen Trained

Software

Service Now

Active Directory

Linux

Microsoft Office

ITSM

Incident Console

Timeline

Estimator

EuroArt
03.2024 - Current

Sales Support Analyst

KGISL IT Technology
07.2018 - 06.2020

Bachelor of Engineering - Electronics And Communications Engineering

Coimbatore Institute of Engineering And Technology, Coimbatore
08.2014 - 05.2018

Associate Professional Technical Support Engineer

DXC Technology
1 2022 - 4 2023

Senior Technical Support Engineer

DXC Technology
8 2020 - 12.2021

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Annapoorani ManiExperienced Technical Support Engineer | Current Estimator | Focused on Technical Support Opportunities