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

year of professional experience

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