AANAND JAISWAL
Summary
Highly motivated and results-oriented IT professional with 3+ years of experience providing technical support and troubleshooting hardware, software, and network issues. Proven ability to collaborate with cross-functional teams to identify and resolve technical problems, resulting in improved user satisfaction and a 20% reduction in response time within 6 months.
Overview
4
4
years of professional experience
Work History
Sr. Technical Support
Tech Mahindra Private Ltd
02.2022 - Current
- Provided 1st line technical support by answering support queries of users via ticketing tool, phone and email
- Organize and coordinate activities associated with installation, deployment and updating the software and hardware components on the user machine remotely
- Created user accounts, modified user accounts, reset user passwords and removed access to the networks utilizing Active Directory
- Developed and maintained knowledge base articles and other support documentation
- Maintain accurate documentation of customer support requests and resolutions in the BMC Helix ticketing system
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Providing prompt and effective technical assistance remotely using remote support tools for off-site clients
- Patched software and installed new versions to eliminate security problems and protect data
- Assist with onboarding new employees and setting up accounts
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Associate
Wipro Limited
03.2020 - 12.2021
- Managed and resolved the customer's queries regarding networking and technical terms related to hardware and software
- Developed and implemented strategies to increase customer satisfaction and engagement
- Created and administered profiles and accounts, also maintaining systems documentation
- Creation and modification of security and distribution groups in Active Directory
- Escalated the issues to the concerned support team which were not handled by us
- Used to take end to end ownership of user issues till resolution
- Maintained call quality and response time as per the agreed SLA.
Education
Bachelor Of Engineering - CSE
Nitte Meenakshi Institute of Technology
Bengaluru, India04.2019
12th - Science
Pentagon International College
Kathmandu, Nepal05.2015
Skills
- Active Directory
- Exchange Management
- Microsoft Office
- ITIL Processes
- BMC Helix
- Customer Support
- Technical issues analysis
- Software Installation
Accomplishments
- A recipient of the Bravo Award on 3 separate occasions.
- Earned client praise for consistently delivering swift resolutions.
- Contributed to the success of the company's cultural event.
Timeline
Sr. Technical Support
Tech Mahindra Private Ltd
02.2022 - Current
Associate
Wipro Limited
03.2020 - 12.2021
Bachelor Of Engineering - CSE
Nitte Meenakshi Institute of Technology
12th - Science
Pentagon International College
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