Beverly dsouza

With a Robust Educational Foundation in Engineering in Electronics and Communications, My Career Trajectory Has taken a Leap from Technical Sales Representative at Yellow.ai to Technical Support Engineer at Citrix as well as Kyndryl, I Leverage skills in Troubleshooting in Office 365, Citrix cloud as well as Active directory also Quite well versed in Marketing and Communication skills as well.
 

Worked as “Customer Support Representative” at  Kyndryl
From Nov 2022 till Present
Determined problems and Assisted customers in identifying issues related to Software and Hardware on calls and chats.
Answered all inbound queries and also Utilized client products, technologies and identified issues related to product installation, update, configuration, operations and performance.
Assisted customers in identifying issues and provided technical advice / guidance / trouble shooting to end users within specified SLAs.
Provided excellent customer service and answered all inbound queries effectively 
Diagnosed and resolved technical software issues involving email clients, anti-virus software, wireless connectivity, printer troubleshooting and more.
Developed Excellent Troubleshooting skills on hypervisors and resolved most of the Queries related to Virtual machines, Office 365 and itunes software.
Tools Used – Service now, Five 9 Software

Worked as “Technical Support Engineer” at Citrix 
From June 2022 - November 2022
Troubleshooting web2 cases weather Sev1,2 or 3
Educating Customers to resolve and update the environment Via call or mail
Discussing Escalation with Escalation Team and Tech wherever necessary.
Analyse Event logs and work on Wireshark and CDF traces wherever necessary
Attend Multiple trainings conducted by Managers, Escalation Engineers on Windows, Networking Concepts and Citrix Cloud.
Strong Knowledge on Active Directory and Networking, Worked Hypervisors such as on Citrix Xenserver and VMware’s vSphere 
Tools Used – Salesforce, CTI Toolbar, Podio

Worked as “Sales Development Executive” at Yellow.ai
From November 2020-June 2022

Consultative selling of the Company’s B2B SaaS Solutions to the C-level executives/decision makers of the focused Advertising agencies as well as Enterprise accounts.
Generated qualified leads from the Agencies globally through rigorous personalized outbound efforts via channels like Email, LinkedIn, Cold Calling, etc.
Nurtured the generated leads during the entire Sales cycle with the ultimate aim of closure
Worked across the functions by assisting the Marketing team with the GTM strategy (Including ABM), assisting Pre-Sales team with the RFP/RFI, Legal team with NDA/MSA signups, and Field Sales team with deal closure.
 

Engineering In Electronics and Telecommunications