Ayushi Shukla
Ghaziabad
Summary
Goal-oriented- Technical support engineer with experience of 4.5+years. Composed professional when working under tight schedules to achieve innovative designs meeting and exceeding objectives. Flexible hard worker ready to learn and contribute to team success.
Overview
9
9
years of professional experience
Work History
Senior Helpdesk Engineer
Copart India Technology Center
Delhi
05.2022 - 01.2024
- Providing end to end user assistance for tech related issues over calls , emails (inbound and outbound calls).
- Resolving internal , end user issues while taking remote access.
- Performing password reset , account unlock , assigning group membership on Active directory.
- Resolving windows related issue by taking remote access of client workstation. Installing, configuration and updating software and application on workstation. Fixing manual printer issues. Installing and further setup the Network printer on workstation.
- Fulfilling user request for access in live production and Testing environment.
- Performing office 365 administration task, creating mailboxes, shared mailboxes, distribution list and groups using Microsoft admin center and exchange admin center.
- Performing office 365 application troubleshooting like checking connectivity issues, disabled add-ins, updating office apps versions, outlook performance issues.
- Performing hardware as well as network printers connectivity, installation and configuration related issues.
- Applied technical knowledge to help promote safe work environment and enhance customer satisfaction.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
Helpdesk Support Engineer
Rackspace Technology(Payroll- Tricore solutions)
Gurgaon
09.2021 - 03.2022
- Responded quickly to customer inquiries via email or telephone calls.
- Tested network connections for proper functionality and speed optimization.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Completed root cause analysis on routine and complex problems.
- Resolved customer issues by troubleshooting hardware, software, and network-related problem.
- Resolving user management issues like password reset, account unlock using active directory console.
- Off-boarding and onborading , account and system setup for new hires.
Remote Desktop Support Engineer.
American Express (Payroll- PC Solutions Pvt Ltd)
Gurgaon
07.2021 - 03.2022
- Installed, configured and maintained computer hardware, software and peripherals.
- Resolved printer problems remotely or onsite as needed by users.
- Configured user accounts, permissions and passwords according to company policies.
- Provided technical assistance to users and customers in person, via phone or email.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Technical Support Analyst
Tech Mahindra BPM.
Sec-64, Noida
05.2017 - 12.2017
- Provided technical support to customers via email, phone and remote access tools.
- Documented customer service interactions in ticketing systems.
- Collaborated with other departments to resolve complex technical issues.
- Analyzed data from various sources to develop recommendations for improvements in processes or procedures.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided guidance on product features, functionality, setup and configuration.
- Maintained an up-to-date knowledge base of frequently asked questions.
- Resolved customer inquiries by troubleshooting hardware and software issues.
- Assessed customer feedback regarding technical support services provided.
Telecom Coordinator
6-Tel India Pvt Ltd
Ghaziabad
07.2015 - 09.2016
- Monitored inventory levels and ordered additional supplies as needed.
- Maintained records of customer needs and preferences.
- Resolved customer complaints in a timely manner while upholding company standards.
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Facilitated communication between different departments in order to resolve issues quickly.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Recruited, interviewed and selected employees to fill vacant roles.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Education
Bachelors in Technology(B.Tech) - Electronics And Communications Engineering
Sunderdeep Engineering College
Ghaziabad08-2015
High School Diploma -
ST.Thomas School
Sahibabad03-2008
Skills
- Incident Management
- Operating Systems
- Software Deployment
- Active Directory
- Configuration Management
- End-User Support
- IT Security Management
- Application Installations
- Troubleshooting and Diagnostics
- Mobile Device Management
- Hardware Installation
- Software Installation
- Asset Management
- Customer Service
- System Administration
- Troubleshooting and Diagnosis
- System Troubleshooting
- Root Cause Analysis
Home address
- B-5, 9/8, Lotus Apartment,Sector-3, Rajendar Nagar, Sahibabad, Ghaziabad,UP.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Timeline
Senior Helpdesk Engineer
Copart India Technology Center
05.2022 - 01.2024
Helpdesk Support Engineer
Rackspace Technology(Payroll- Tricore solutions)
09.2021 - 03.2022
Remote Desktop Support Engineer.
American Express (Payroll- PC Solutions Pvt Ltd)
07.2021 - 03.2022
Customer Technical Support Analyst
Tech Mahindra BPM.
05.2017 - 12.2017
Telecom Coordinator
6-Tel India Pvt Ltd
07.2015 - 09.2016
Bachelors in Technology(B.Tech) - Electronics And Communications Engineering
Sunderdeep Engineering College
High School Diploma -
ST.Thomas School
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