Travelling, music, reading
Ayushi Shukla
Senior IT support specialist-Technical support
Ghaziabad
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing system and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking bringing 4.6+ years of experience performing diverse duties .
Overview
9
9
years of professional experience
20
20
years of post-secondary education
2
2
Languages
Work History
Senior Service Desk Engineer
Copart India Technology Center
Hyderabad, Working Remote.
05.2022 - 01.2024
- Providing remote assistance to in-house employees based in global locations via calls , emails and chats.
- Providing user account creation with Active directory and microsoft exchange admin center.
- Troubleshooting complex IT problems related to desktop, laptops , BYOD and COD.
- Performing user account management with Active directory.
- Installation and configuration of network printers and shared printers.
- Network folder mapping and access, VPN troubleshooting and resolving basic network connectivity problems. Resolving office 365 applications issues.
- Leveraged strong communication skills to effectively explain complex technical concepts to end users, promoting better understanding of IT systems and processes.
- Partnered with internal stakeholders to gather feedback on service desk performance, using insights gained to drive continuous improvement efforts.
- Developed comprehensive documentation of service desk procedures, standardizing support tasks across the team.
- Collaborated with cross-functional teams to develop and implement system upgrades and improvements.
- Implemented ITIL-based processes for incident management, resulting in more effective problem resolution.
- Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Helpdesk Analyst
Rackspace (Payroll- Tricore Solutions)
Gurugaon
08.2021 - 03.2022
- Logged support tickets and closed when issues were resolved.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Enhanced customer satisfaction by resolving technical issues promptly and accurately
- Resolved technical issues by performing troubleshooting. Increased first-call resolution rates with thorough troubleshooting and problem-solving skills
L2 Desktop Support Engineer
PC Solutions Pvt Ltd.
New Delhi
06.2020 - 03.2021
- Served as an escalation point for L1 support technicians, offering expert guidance on complex technical challenges.
- Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
- Supported remote users through remote desktop tools, ensuring seamless connectivity regardless of location.
- Contributed to the successful completion of IT projects through efficient task management and attention to detail.
- Enhanced team productivity with effective communication and collaboration between cross-functional IT teams.
- Reduced downtime for end-users, quickly diagnosing and resolving hardware and software issues.
- Assisted in the deployment of new hardware and software upgrades, ensuring minimal disruption to daily operations.
- Implemented proactive maintenance strategies to optimize system performance and minimize potential problems.
- Resolved complex technical issues for clients, enhancing overall system usability and performance.
- Provide remote support to internal users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees. Configuration of new laptops and desktops for new joiners, installing Operating systems and software.
L-1 Technical Support Engineer
Tech Mahindra Business Services
Noida
05.2017 - 12.2017
- Improved customer satisfaction by providing timely and efficient technical support.
- Resolved complex software and hardware issues for clients, enhancing their overall experience.
- Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems.
- Received consistent recognition for outstanding performance, demonstrating a strong commitment to customer satisfaction and technical excellence.
Coordinator Intern- Telecom
6-Tel India Pvt Ltd
Vasundhara, Ghaziabad.
07.2015 - 05.2016
- Formulated and generated analysis related to assigned research topics.
- Conducted research on industry trends and best practices, providing valuable insights for decision-making processes.
- Streamlined project coordination by effectively organizing tasks and resources.
- Assisted in the preparation of presentations materials for key stakeholders.
- Communicated messages, thoughts and ideas.
- Supported implementation of new organizational strategies, driving improvements in efficiency and performance.
- Accomplished tasks according to direction and instructions.
- Identified areas for process improvement by conducting thorough analyses of current systems and procedures.
- Provided administrative support to the team, streamlining workflows and reducing time spent on routine tasks.
- Invoicing , generating reports on Excel for the number of sites done by DT and RF engineer.
Education
Master of Science - Business Analytics And Operations Management
Lovely Professional University
Jalandhar, Punjab 04.2023 - Current
Bachelors in Technology (B.Tech) - Electronics And Communication Engineering
Sunderdeep Engineering College
Ghaziabad 04.2011 - 08.2016
High School Diploma -
ST. Thomas School
Sahibabad, India 03.1995 - 05.2008
Skills
Active Directory Management
Interests
Timeline
Master of Science - Business Analytics And Operations Management
Lovely Professional University
04.2023 - Current
Senior Service Desk Engineer
Copart India Technology Center
05.2022 - 01.2024
Helpdesk Analyst
Rackspace (Payroll- Tricore Solutions)
08.2021 - 03.2022
L2 Desktop Support Engineer
PC Solutions Pvt Ltd.
06.2020 - 03.2021
L-1 Technical Support Engineer
Tech Mahindra Business Services
05.2017 - 12.2017
Coordinator Intern- Telecom
6-Tel India Pvt Ltd
07.2015 - 05.2016
Bachelors in Technology (B.Tech) - Electronics And Communication Engineering
Sunderdeep Engineering College
04.2011 - 08.2016
High School Diploma -
ST. Thomas School
03.1995 - 05.2008
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