Available for opportunities

J Antony
Johnres

// Customer-First Technical Support Engineer

5+ years turning frustrated customers into loyal ones — through empathetic multilingual support, sharp technical troubleshooting, and a consistent 95%+ CSAT record.

Hire Me GitHub View Expertise
0%CSAT Rating
0+Years Exp.
0+Daily Tickets
profile.json
$cat profile.json
"name"   : "J Antony Johnres"
"role"   : "Support Engineer"
"focus"  : "Customer Support"
"exp"    : "5+ years"
"csat"   : "95%+"
"lang"   : ["EN","HI","TA"]
"location": "Chennai, IN"
"github" : "Tonyrex"
"skills" : [
  "customer_support",
  "tech_troubleshoot",
  "sla_management",
  "networking_basics"
]
$ 
01.

About Me

I'm a Technical Support Engineer based in Chennai with 5+ years of experience putting customers at the centre of everything I do. My work isn't just about fixing problems — it's about making every person who reaches out feel heard, helped, and valued.

At Zebronics India Pvt. Ltd., I handle 50+ daily support interactions across calls, emails, and remote sessions — consistently maintaining a 95%+ CSAT score through a blend of technical know-how, genuine empathy, and clear multilingual communication in English, Tamil, and Hindi.

I carry practical networking awareness — IP configuration, DNS, DHCP, VPN basics — that complements my core support work and lets me resolve endpoint connectivity issues independently without unnecessary escalations.

I've also built and delivered structured onboarding training programs that reduced new-hire ramp time by 20%, and I maintain a public GitHub with hands-on projects like a KPI Dashboard built in HTML.

Contact
📍 LocationChennai, India
📞 Phone+91 83006 93445
✉ Emailjjohnres@gmail.com
🔗 LinkedInView Profile
GitHub Tonyrex
Languages
HindiNative
EnglishFluent
TamilFluent
MalayalamBasic
GitHub
Tonyrex
github.com/Tonyrex
KPI-dashboard
HTML Public
95%+
Customer satisfaction across all channels
5+
Years in customer-facing technical support
20%
Faster new-hire onboarding via training
50+
Daily tickets resolved, first-call focus
02.

Expertise

Performance Snapshot
Based on 5+ years of customer-facing roles
95%+ CSAT
Customer Satisfaction
96%
First-Call Resolution
~90%
SLA Compliance
95%
Ticket Volume / Day
50+
🎯
Customer Communication
High-volume voice and non-voice support (inbound & outbound) via calls, email, and remote — maintaining empathy and clarity in every interaction across three languages.
CSAT 95%+MultilingualCallsEmailRemote
🔥
Escalation Management
Managing complex customer escalations with professionalism — coordinating with Tier 2/3 while keeping the customer informed throughout and ensuring timely closure.
De-escalationTier 2/3 Coord.Ownership
💬
First-Contact Resolution
Strong focus on resolving issues at first contact — minimising callbacks, repeat contacts, and unnecessary escalations through thorough diagnosis and clear communication.
FCR FocusCustomer RetentionRCA
🖥
Hardware & Software Support
L1/L2 diagnosis and resolution across desktops, laptops, printers, and Thin Client environments. Windows 10/11 installation, software configuration, and OS troubleshooting.
L1/L2Windows 10/11Thin ClientsPrinters
🗂
Active Directory & User Support
User account management, password resets, and access control via Active Directory — keeping users productive without friction.
Active DirectoryAccount MgmtAccess Control
🔍
Root Cause Analysis
Identifying and documenting root causes of recurring incidents — reducing repeat contacts and implementing permanent fixes rather than workarounds.
RCADocumentationTrend Analysis
🎫
Ticket & SLA Management
Disciplined queue management of 50+ daily tickets — correct prioritisation, SLA compliance, and documentation to keep resolution times tight and consistent.
50+ DailySLA 95%Incident MgmtQueue Mgmt
🎓
Training & Mentoring
Designed and delivered structured onboarding programs — cutting new-hire ramp time by 20% and building team confidence through knowledge sharing and best practice coaching.
20% FasterSOP DesignCoaching
📊
Reporting & Process Improvement
Weekly and monthly KPI reports tracking ticket trends, CSAT, and team metrics — using data to identify recurring failure patterns and drive proactive improvements.
KPI TrackingPerformance ReportsProcess Improvement
🌐
Supporting knowledge — not a primary specialism. Practical networking familiarity that lets me resolve endpoint connectivity issues independently, reducing escalation time and improving the customer experience.
🔌
IP & Connectivity
Configuring static and DHCP IP addresses, DNS settings, and diagnosing basic connectivity issues for end-user endpoints.
TCP/IPDHCPDNSIP Config
🔐
Remote Access & VPN
Supporting VPN connectivity and remote desktop troubleshooting for end users working remotely — minimising downtime and unnecessary escalations.
VPN SupportRemote DesktopRemote Diagnostics
📡
LAN Troubleshooting
Basic LAN fault diagnosis — identifying connectivity drops, misconfigured adapters, and coordinating with network teams on issues beyond the endpoint level.
LANNetwork AdaptersEscalation Coord.
03.

Experience

Technical Support Engineer
Zebronics India Pvt. Ltd. · Chennai
Jan 2021 — Present
Customer Support & Communication
  • Handled 50+ daily customer interactions via calls, email, and remote sessions — maintaining a 95%+ CSAT score throughout.
  • Managed customer escalations with professionalism and empathy, coordinating with Tier 2/3 and keeping customers informed from first contact to resolution.
  • Communicated technical solutions clearly in English, Hindi, and Tamil — reducing frustration and improving first-contact resolution rates.
Technical Troubleshooting
  • Diagnosed and resolved L1/L2 hardware and software issues across desktops, laptops, printers, and Thin Clients.
  • Performed root cause analysis on recurring incidents, documenting findings to prevent repeat contacts.
  • Configured and maintained Thin Client deployments end-to-end — provisioning, connectivity, and troubleshooting.
  • Applied basic networking knowledge (IP, DNS, DHCP, VPN) to resolve endpoint connectivity issues independently.
Team Development & Reporting
  • Designed and delivered structured onboarding training programs — cutting new-hire ramp time by 20%.
  • Generated weekly and monthly KPI reports tracking ticket trends and team performance for management review.
  • Collaborated cross-functionally to improve support SOPs and implement best practices.
Customer SupportCSAT 95%+Escalation MgmtL1/L2Thin ClientsActive DirectoryNetworking BasicsTrainingSLA Compliance
Process Associate — Technical Support
Altruist Customer Management India · Chennai
Sep 2019 — Sep 2020
Customer Support
  • Managed high-volume inbound technical support calls in English and Hindi — resolving issues efficiently while keeping customer satisfaction central to every interaction.
  • Maintained full ownership of customer communication from first contact through to resolution, even during escalations.
  • Contributed directly to improved customer retention through empathetic complaint handling and a strong first-contact resolution focus.
Customer RetentionInbound SupportFirst-Contact ResolutionEscalation HandlingMultilingual EN/HI
04.

Education

Bachelor of Engineering — Computer Science & Engineering
DMI Engineering College
Graduated May 2018
Higher Secondary Education (Science)
Bloom Public Sr. Sec. School
Completed April 2014
Open to Opportunities

Let's Work Together

Looking for a customer support professional who genuinely cares? I'm actively seeking my next role in technical or customer support. My inbox is always open.

Send Me a Message
+91 83006 93445 jjohnres@gmail.com LinkedIn GitHub Johnres Lab Chennai, India