Liliya Thayil Jose

• Provide service support to businesses (B2B) and enterprises (B2E).
• Understand customer's business and products to improve customer satisfaction and retention.
• Provide prompt response and resolution to customer issues.
• Implement process improvement initiatives according to standard procedures.
• Escalate customer issues that requires subject matter expertise.
• Proactively monitor and act on process deviation alerts.
• Act as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquires; provides alternate solutions as needed

• To provide accessible, timely, effective and professional service to resolve problems via calls and emails
• Handle End-to-end ownership for Incident identification, escalation, resolution, and closure
• Provide first level support to troubleshoot and solve technical problems on various applications and systems
• Determine inquiry/problem and provide resolution or escalate by meeting SLA
• Coordination of Application deployment, Remote connectivity(VPN) support and assistance with access issues

• Hands-on teaching experience at the graduation and post graduation level education facility
• Trained students in software and hardware subjects
• Developed and supervised various laboratory activities for computer science courses
• Assisted students in recruitment and outreach activities
• Implement and maintain a student database.