Amit Aman

• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Served as primary point of contact for support relating to owned solutions and products.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Installed, configured and maintained computer systems and network connections.
• Created user accounts and assigned permissions.
• Used ticketing systems to manage and process support actions and requests.
• Troubleshot complex multi-vendor network service provider issues.
• Created VPN infrastructure and allowed for secure remote connections.
• Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
• Configured and troubleshot VoIP and multi-media distributed systems and platforms.

• Diagnosed and resolved machine operation variations and equipment problems.
• Resolved customer complaints in prompt, polite and professional approach.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Created user accounts and assigned permissions.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Implemented effective solutions to customer service issues, resulting in improved customer satisfaction.

• Assisted field engineers in troubleshooting service problems, ensuring prompt resolution.

• Verified and procured necessary parts to address service complaints, minimizing downtime.

• Utilized remote applications to provide efficient tele resolution to customers.

• Generated and distributed comprehensive weekly and monthly reports to the customer, facilitating informed decisionmaking.

• Conducted technical product training sessions for team members, enhancing their skills and knowledge.