Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Amit Waghmare

Nagpur

Summary

Detail-oriented and customer-focused Technical Support Specialist with one year of experience providing efficient IT support, troubleshooting software and hardware issues, and enhancing user satisfaction. Adept at managing help desk systems, resolving tickets promptly, and communicating technical solutions clearly to non-technical users.

Overview

1
1
year of professional experience
1
1
Certification

Work History

IT Help Desk Technician

UPS Logistics Pvt Ltd
Pune
08.2024 - Current
  • Provided technical support to external customers in a timely manner for the USA and Canada.
  • Assisted users with troubleshooting computer issues via remote desktop sessions.
  • Updated documentation related to IT procedures and policies.
  • Resolved an average of 50-60 customer issues daily through phone, email, and remote sessions.
  • Provide Level 1 and Level 2 support, escalating unresolved issues to higher tiers when necessary.
  • Trained new staff on help desk procedures and common troubleshooting techniques.
  • Troubleshot and resolved issues related to PC performance, software errors, network connectivity, and peripheral devices.
  • Monitored and maintained servers and backup systems, ensuring high availability and data integrity.
  • Developed processes for resolving customer complaints related to IT services.
  • Supported customers with online billing, access, and account issues.

Education

Master of Computer Applications -

MIT-WPU
Pune
07-2022

Bachelor of Computer Applications -

G.H Raisoni
Nagpur
12-2018

Skills

  • Technical support and troubleshooting
  • Problem-solving and analytical skills
  • Communication skills (verbal and written), time management
  • Networking: DNS, VPN, LAN/WAN
  • Software: Microsoft 365, ServiceNow
  • Hardware: printers, peripherals
  • Tools: remote desktop tools (LogMeIn, ticketing system)
  • Complaint resolution

Accomplishments

  • Reduced average resolution time by 25% by optimizing troubleshooting workflows
  • Handled high call volumes during system outages with minimal downtime impact
  • Achieved a 98% customer satisfaction score through effective communication and fast problem resolution

Certification

RnR Award by UPS Logistics, Pvt. Ltd

Timeline

IT Help Desk Technician

UPS Logistics Pvt Ltd
08.2024 - Current

Master of Computer Applications -

MIT-WPU

Bachelor of Computer Applications -

G.H Raisoni

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Amit Waghmare