Akash Singh
Gurugram
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Technical Support Engineer
Wipro Limited
GURUGRAM
2023.03 - Current
- Provided technical assistance with computer hardware and software issues when needed.
- Provided general administrative support to staff members.
- Prepared reports on various projects for management review.
- Monitored ticketing system queues for incoming requests from customers.
- Resolved complex technical problems through root cause analysis techniques.
- Assisted users with password resets and account lockout resolutions.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Assisted customers with troubleshooting software and hardware issues.
- Provided remote assistance to end-users when needed.
- Configured, maintained, and monitored computer systems for optimal performance.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Conducted regular system maintenance and software updates to ensure operational efficiency.
- Collaborated with teams to solve technical customer problems across product suites.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Collaborated with engineering and product teams to identify and rectify recurring technical issues.
- Configured and installed hardware and software solutions to meet organizational needs.
- Trained end-users and internal staff on new technologies and system updates.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Desktop Support Engineer
Infiniminds pvt.Ltd
GURUGRAM
2021.07 - 2023.03
- Lead Remote and Desktop team.
- Troubleshooting Operating Systems Windows10, Windows7, Windows 8 &8.1 and Windows XP.
- Technical support to end user for Software, Hardware and Network connectivity.
- Monitoring Systems, Security Logs and raise ticket and taking remote through WEBEX.
- Monitoring and Managing File servers.
- Daily & weekly backup of users 'data and servers.
- Daily Maintenance Print Server (HP Laser Jet Pro Model).
- Creating VLANs and Configuring Cisco Switches 3750 & 3700.
- Install, maintain and manage MacAfee Security Center package.
- Managing Check Point VPN, RSA Token Portal and Global Palo Alto VPN.
- Troubleshooting IBM Mail Lotus, Password Digest Domino.
- Troubleshooting Outlook, Teams, One drive related issues.
- Monitoring Citrix Director.
- Configuration of virtual machines through VMware ESXi5.5 and network connections of virtual machines.
- Manage Application Software: MsOffice2007/2010&365 and Microsoft Outlook 2007/2010 and LIBRA.
- LAN & Wi-Fi Mac address Bind through Cisco portal.
Education
Master of Science - Information Technology
Swami Vivekanand Subharti University (SVSU)
Meerut 2020.08 - 2024.03
B.A -
Prof. Rajendra Singh(Rajju Bhaiya)University
01.2020
12th -
PT. Ramanand SIC
Rampur Bawli, Pratapgarh01.2017
10th -
PT. Ramanand SIC
Rampur Bawli, Pratapgarh01.2015
Master of Computer Network Engineering -
Network Academy
Allahabad, PrayagrajSkills
- Technical troubleshooting
- System maintenance
- Network configuration
- Remote support
- User account management
- Problem solving
- Effective communication
- Customer support
- Team collaboration
- Root cause analysis
- Report preparation
- Security compliance
- Time management
- Issue escalation
- Support case resolution
- Service calls
- Training and mentoring
- IT infrastructure planning
- Ticket management
- Software updates
- System administration
- Windows OS support
- ITSM software
- Escalation support
- Hardware integration
- Software installation
- Software troubleshooting
- Hardware troubleshooting
- Hardware configuration
- Technical support
- Incident management
- Team leadership
- Maintenance & repair
- Remote
- CISCO WEBEX
- Citrix Director
- Active Directory
- Windows Server
- File Server
- Support system management
- Application installations
- Complaint management
- Remote diagnostics
- System troubleshooting
Certification
Master of Computer Network Engineering, From Network Academy Allahabad (Prayagraj)
Roles Responsibility
- Lead Remote and Desktop team.
- Troubleshooting Operating Systems Windows 10, Windows 7, Windows 8 & 8.1 and Windows XP.
- Technical support to end user for Software, Hardware and Network connectivity.
- Monitoring Systems, Security Logs and raise ticket and taking remote through WEBEX.
- Monitoring and Managing File servers.
- Daily & weekly backup of users' data and servers.
- Daily Maintenance Print Server (HP Laser Jet Pro Model).
- Creating VLANs and Configuring Cisco Switches 3750 & 3700.
- Install, maintain and manage MacAfee Security Center package.
- Managing Check Point VPN, RSA Token Portal and Global Palo Alto VPN.
- Troubleshooting IBM Mail Lotus, Password Digest Domino.
- Troubleshooting Outlook, Teams, One drive related issues.
- Monitoring Citrix Director.
- Configuration of virtual machines through VMware ESXi 5.5 and network connections of virtual machines.
- Manage Application Software: MsOffice 2007/2010 & 365 and Microsoft Outlook 2007/2010 and LIBRA.
- LAN & Wi-Fi Mac address Bind through Cisco portal.
Languages
English
Intermediate
B1
Hindi
Proficient
C2
Timeline
Technical Support Engineer
Wipro Limited
2023.03 - Current
Desktop Support Engineer
Infiniminds pvt.Ltd
2021.07 - 2023.03
Master of Science - Information Technology
Swami Vivekanand Subharti University (SVSU)
2020.08 - 2024.03
B.A -
Prof. Rajendra Singh(Rajju Bhaiya)University
12th -
PT. Ramanand SIC
10th -
PT. Ramanand SIC
Master of Computer Network Engineering -
Network Academy