Jira Ticketing tool
Ashok Kumar Yadav
IT SUPPORT ENGINEER
Balrampur
Summary
Versatile IT Support Engineer and Business Development Executive with a proven track record at INKNOWTECH PVT LTD with 2.5 year of experience, enhancing system performance and client satisfaction. Excelled in software installation and relationship building, boosting user satisfaction significantly.
Overview
4
4
years of professional experience
Work History
IT Support Engineer
INKNOWTECH PVT LTD
03.2023 - Current
- Provide technical support and troubleshooting for hardware, software, and network issues. Provided first-line technical support through mail, call and chats to client and BPCL stakeholders, troubleshooting hardware,.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Used ticketing systems to manage and process support actions and requests.
- Performed troubleshooting and maintenance of
existing network systems.
• Monitored, tracked and prioritized new work
requests at Help Desk within set response times.
• Offered technical guidance and advised users of
alternative approaches when troubleshooting.
• Create, Managed and resolved incidents following by
ticketing tool and on JIRA based product,
consistently meeting or exceeding SLA targets.
• Assisted in creating and maintaining knowledge base
Standard operating Procedure SOPs, empowering
users to resolve common issues independently.
• Collaborated with technical and backed developer
teams to escalate and resolve complex technical
problems effectively.
• Performed root cause analysis and general
troubleshooting.
Business Development Executive
Byjus the Learning App
03.2021 - 06.2021
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods (cold calling).
Education
Bachelor of Technology -
GALGOTIAS UNIVERSITY
Greater Noida, India 04.2001 -
Intermediate Certificate - Science
CITY MONTESSORI INTER COLLEGE BALRAMPUR
Balrampur, India 04.2001 -
High School Diploma -
CITY MONTESSORI INTER COLLEGE BALRAMPUR
Balrampur, India 04.2001 -
Skills
Remote Support Tools: Proficiency with remote troubleshooting tools (TeamViewer, Remote Desktop, AnyDesk, etc)
Hardware and Software Expertise: Advanced knowledge of computer hardware, laptops, desktops, and peripherals Experience with software installation, configuration, and troubleshooting
Customer Service: Strong interpersonal skills to provide a positive support experience
Time Management: Ability to prioritize tasks and handle multiple tickets efficiently
Software
BITSS ticketing tool
Iris ticketing tool
Timeline
IT Support Engineer
INKNOWTECH PVT LTD
03.2023 - Current
Business Development Executive
Byjus the Learning App
03.2021 - 06.2021
Bachelor of Technology -
GALGOTIAS UNIVERSITY
04.2001 -
Intermediate Certificate - Science
CITY MONTESSORI INTER COLLEGE BALRAMPUR
04.2001 -
High School Diploma -
CITY MONTESSORI INTER COLLEGE BALRAMPUR
04.2001 -
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