Akriti Raj
Bangalore
Summary
To work with complete perfection and professionalism by understanding the organization's goal and by exerting my fullest efficiency to take the competition as challenge to achieve the goal. My experience has equipped me with the skills and knowledge necessary to excel in a dynamic, customer-focused role, and I am eager to bring my expertise to your team.
Overview
4
4
years of professional experience
Work History
Senior Technical
Dell Technology
05.2022 - Current
- Provided technical support for EMEA CXs, managed incoming incidents, delivered to service desk and managing escalated case
- Coordinated teams for major incidents, and handled escalations
- Manage mission-critical customer issues and technical escalations.
- Provided build, deployment and support operating systems for Dell customers
- Hands on experience on SFDC and service now as Incident Management System
- Experience in supporting Windows Laptops, desktops, workstations, tablets and fixing and MS365 applications (office, skype, teams, outlook)
- Expertise in mobile device management and computer architecture
- Developed in-depth knowledge of the Windows platform, including Registry Hives, PowerShell, CMD, Windows Credential Manager (WCM), Event Logging, delta and Windows Home/Pro Experience
- Managed user accounts on domain controllers using active directory
- Role as Expert in drive mapping, disk management, driver management and computer architecture
- Provided Technical Support for EMEA CXs
Technical Support engineer
J2W (joules to watts)
12.2020 - 05.2022
- Inbound Technical Support for HP India Services, managed customer accounts, resolved Soft-Fix issues, and generated work orders
- Provided technical support to customers by troubleshooting and resolving hardware and software issues
- Configured, maintained, and monitored computer systems for optimal performance
- Installed and tested operating systems, applications, updates, patches, and service packs
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup
- Conducted research on technical products in order to make recommendations to customers
- Assisted customers with mobile device configuration including email accounts and security settings
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers
- Provided remote assistance to end-users when needed
- Resolved complex technical problems through root cause analysis techniques
- Replied to customer queries via email, messaging systems and support ticket platforms
- Provided support via remote desktop software, diagnosing customer issues over private and public networks
- Collaborated with teams to solve technical customer problems across product suites
Education
B.TECH -
SVCE
Bangalore, Karnataka08.2020
12th - PCMB
Cambrian Public School
Ranchi, Jharkhand05.2016
10th - undefined
Seventh Day Adventist H.S.
Bariatu, Ranchi, Jharkhand05.2014
Skills
- Effective Communication & Management
- IT infrastructure management
- Customer proposals
- Mobile Device Management
- Networking & security protocols
- Agile methodologies mastery
- Sharepoint
- Operating system
- Issue resolution/troubleshooting
- Technical consulting
- SFDC
- MS Office
- Firmware
Timeline
Senior Technical
Dell Technology
05.2022 - Current
Technical Support engineer
J2W (joules to watts)
12.2020 - 05.2022
12th - PCMB
Cambrian Public School
10th - undefined
Seventh Day Adventist H.S.
B.TECH -
SVCE
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