SUBBALAKSHMI RENTALA
Gothenburg
Summary
I'm a skilled professional with over 15 years of experience in Technical and Customer Support, including 4 years in Aftermarket at Volvo Group. I have Scrum PSM 1 and 2 certifications and am known as a Subject Matter Expert (SME). I bring a clear and organized approach to my work, helping to solve complex problems and improve performance in different organizations. I work well with others, using my problem-solving, analytical, and communication skills to understand client and customer needs by delivering solutions on time. My focus is on building trust and strong relationships, ensuring projects are completed successfully and to a high standard.
Overview
1
1
Certification
Work History
Technical Support Engineer
Alten
2022 - 2023
- Provided advanced technical support for Volvo Group as a Subject Matter Expert in Windows operating systems
- Specialized in application support, pilot testing of vehicles with TechTool, and root cause analysis of Diagnostic Troubleshoot Codes
- Led improvements in technical content and user experience in Grade-X
- Collaborated with cross-functional teams to keep spare parts, service instructions, and diagnostics information current
- Implemented fault tracing methods in TechTool and Grade-X for enhanced troubleshooting
- Demonstrated expertise in Volvo vehicle systems, including engine control units and electronic modules
- Exceeded performance targets in Quality, case handling, and escalation management
- Managed issues related to spare parts, service instructions, standard times, and special tools
- Utilized tools such as TechTool, Grade-X, KOLA, IMPACT, Baldo, Faros, MUI, Volvo apps, web applications, and Azure AD.
Franchise Owner
Naked Juice Bar
2021 - 2022
- Identified strategic business opportunities and set goals to maximize company growth
- Built and maintained strong relationships with potential, existing, and past customers
- Analyzed daily productivity and consistently met or exceeded monthly sales targets and daily SLA's
- Managed the supply chain end-to-end, ensuring efficient operations and cost-effectiveness
- Conducted customer failure analysis for logistics and implemented improvements to enhance service quality
- Led initiatives to improve app usage for online orders, increasing customer engagement and order volume.
Technical Support Coordinator for Volvo Group
Sigma Solutions Gothenburg
2019 - 2020
- Managed second-level technical support for Volvo Group using tools like TechTool, ServiceNow, and KOLA
- Developed and maintained technical knowledge documents (SOPs) to enhance support and meet SLAs
- Coordinated with various teams and Volvo systems, including IMPACT and FAROS, to resolve complex issues
- Maintained user and technical support information in Baldo and managed user profiles and application access
- Addressed issues related to spare parts, service instructions, standard times, and special tools using Volvo apps and Web applications
- Utilized GLOPP for specific support and management tasks.
Scandic Hotels Core Team Member
Scandic Hotels
2018 - 2019
- Managed lunch and Fika bookings for office conferences and special events
- Coordinated evening dinners, party orders, and special official requests
- Prepared shift schedules for team members.
Senior Technical Support Consultant IFS AB (Praktik)
IFS AB
2018 - 2018
- Enhanced Knowledge Management and Technical Support processes for Sri Lankan clients
- Managed User Interface and infrastructure design, including Service Request and Notification modules
- Implemented and handled firewall rule changes to ensure system security
- Created and maintained technical documentation for global IFS projects
- Coordinated with cross-functional teams for project success and compliance.
Senior Technical Support VgrIT (Västra Götalandsregionen) (Praktik)
VgrIT (Västra Götalandsregionen)
2017 - 2017
- Provided 2nd line IT support at VgrIT (Västra Götalandsregionen)
- Delivered customized IT services based on specific customer needs
- Managed and resolved prioritized cases for the Västra Region, suppliers, and partners
- Handled technical queries from (STAD)hospitals, medical houses, and schools via phone, email, visits, and chat.
Tech Mahindra /Volvo Cars, Associate technical Support
Tech Mahindra /Volvo Cars
2015 - 2016
- Provided technical support for global infrastructure projects using Service Now, ITMS, ICT, and SCCM
- Collaborated with site management on strategic action plans as a local Business Partner
- Managed ticketing, resolving incidents based on SLA priorities with 2nd and 3rd line support
- Conducted installations, troubleshooting, and upgrades for Microsoft and MAC systems
- Assisted with network operations and coordinated warranty and Out-of-Warranty (OOW) claims.
Manager
Vectone Mobiles
2012 - 2012
- Managed a team of up to 11 agents, focusing on marketing and branding of Vectone mobile SIM cards in Göteborg region
- Implemented sales strategies to increase market presence and drive sales
- Assisted in resolving basic customer issues related to mobile connections and subscriptions
- Utilized market sales strategies and tools to optimize team performance and sales outcomes.
Acting Team Leader
Mundio Mobiles
2011 - 2012
- Led a team of up to 24 agents, overseeing the marketing and branding of Lyca mobile SIM cards in Göteborg region
- Promoted from associate to Acting Team Leader within one month due to strong performance
- Expanded customer base from 300 to over 30,000 in six months
- Supported basic customer issues related to mobile connections and subscriptions through email, chat, and calls.
Education
Teknik IT Utländska tekniker och ingenjörer (Uti) -
Yrgo University
12.2017
Bachelors in Computer Applications Computer Science and Technology -
Osmania University
12.2001
Skills
- Subject Matter Expert (SME)
- Customer Management Configuration Management
- Software Management
- Technical Troubleshooting
- Problem Solving
- Knowledge Management
- Service Level Management
- Strong Presentation Skills
- Customer Focus
- Reports & Documentation
- B2B and B2C Marketing and Sales
- Application support
- Technical Support
- Problem-Solving
Certification
- Professional Scrum Master I
- Professional Scrum Master II
- Subject Matter Expert (Certification from GE Capital)
- End Customer Voice of Customer
- Women Empowerment
- Women in Leadership
- Motivating Employees
Applications & Tools
- TechTool
- Grade-X
- KOLA
- IMPACT
- LISA
- Azure AD
- MEM ConfigMgr
- Service Now Ticketing Tool
- Windows Subsystem for Linux (WSL)
- Windows Operating System
- Microsoft Office
Timeline
Technical Support Engineer
Alten
2022 - 2023
Franchise Owner
Naked Juice Bar
2021 - 2022
Technical Support Coordinator for Volvo Group
Sigma Solutions Gothenburg
2019 - 2020
Scandic Hotels Core Team Member
Scandic Hotels
2018 - 2019
Senior Technical Support Consultant IFS AB (Praktik)
IFS AB
2018 - 2018
Senior Technical Support VgrIT (Västra Götalandsregionen) (Praktik)
VgrIT (Västra Götalandsregionen)
2017 - 2017
Tech Mahindra /Volvo Cars, Associate technical Support
Tech Mahindra /Volvo Cars
2015 - 2016
Manager
Vectone Mobiles
2012 - 2012
Acting Team Leader
Mundio Mobiles
2011 - 2012
Teknik IT Utländska tekniker och ingenjörer (Uti) -
Yrgo University
Bachelors in Computer Applications Computer Science and Technology -
Osmania University
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