Summary
Overview
Work History
Education
Skills
Websites
Hobbies and Interests
Languages
Personal Information
Timeline
Generic

Alfarhan Khan

Kalyan west

Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Overview

8
8
years of professional experience

Work History

IT Service Desk Engineer

CMS
03.2022 - Current
  • Provide technical assistance to computer users within an organization.
  • Skills: A minimum of two years in a Helpdesk/Service Desk, IT Service Delivery, or Desktop Support role.
  • Using the tool (ServiceNow).
  • Working on ServiceNow tools.
  • Monitoring pending calls.
  • Working on basic troubleshooting.
  • Excellent written communication (documentation of system issues, analysis, solutions in the ITSM system, and feedback for the improvement of help desk procedures).
  • Time management.
  • Experience troubleshooting corporate desktop hardware and software.
  • Internet or WIFI Basic trouble shooting
  • Call log with vendor and follow-up.

Service Desk UHG

Wipro PVT LTD
06.2021 - 03.2022
  • Working on Service now ticketing tool
  • Monitoring Pending tickets
  • Ticket should be response within SLA
  • Escalating if tickets are open or no response within time frame
  • Taking daily updates on open tickets from engineer
  • Taking a follow up with Vendor on daily basis
  • Keep the track of open ticket in Excel
  • Making daily reports
  • Sent to supervisor
  • Making client MIS reports on weekly and present on Teams
  • Conducted Engineers meeting on weekly
  • Maintain All Assets (Laptop, Printer) Inventory
  • Skills: Basic Trouble Shooting, Assets Management, Escalation Matrix, Service Now and Service Desk
  • System Configuration, Blue Screen Error, Mail Configuration, Software Installation, Software updating, Windows issue

Associate for CX Service

ICAN BPOPVTLTD
03.2019 - 03.2020
  • Worked for Turms Wear brands, which is known as clothing brand, on daily basis we called customer promoted product quality and try to build customer trust by most of the time we got call from customer for complaint to return product or any faulty piece so I take request and share complaint I'd to customer and share final report to concern Team

IT Support

Intelenet Global services
Thane
01.2017 - 02.2019
  • Worked for ICICI bank, I called the ICICI user and guide them how to activate your Phone banking app
  • And helps to reset password, Log Incident for user, daily updates on Incident
  • Maintain the Excel Sheet of pending Tickets

Education

BCA - Computer Applications

Kalinga University
Raipur
04-2023

Mechanical ITI Fitter Diploma -

University of MS Board
India
01.2017

Higher Secondary Education - HSC

National Jr College
Mumbai, India
05-2013

Secondary Education - SSC

National High School
Kaylan, India
06-2011

Skills

  • Basic Troubleshooting
  • Asset Management
  • Service Now Tool
  • System Configuration
  • Blue Screen Error
  • Software Installation
  • Software updating
  • Windows issue
  • IT service delivery
  • Service desk operations
  • Incident management
  • Remote assistance
  • Time management
  • Troubleshooting
  • Outlook configuration
  • Printer Installation
  • Ticket escalation

Websites

Hobbies and Interests

Playing online Games

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Father's Name: Dilawar Khan
  • Date of Birth: 10/20/95
  • Nationality: India

Timeline

IT Service Desk Engineer

CMS
03.2022 - Current

Service Desk UHG

Wipro PVT LTD
06.2021 - 03.2022

Associate for CX Service

ICAN BPOPVTLTD
03.2019 - 03.2020

IT Support

Intelenet Global services
01.2017 - 02.2019

BCA - Computer Applications

Kalinga University

Mechanical ITI Fitter Diploma -

University of MS Board

Higher Secondary Education - HSC

National Jr College

Secondary Education - SSC

National High School

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Alfarhan Khan