Devendra Pandey
Systems Integration Senior Analyst
Delhi,New Delhi
Summary
Talented Technical Support Representative & System Integration Analyst having 9+ Years of experience with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows,Mac systems and Ios/Android Device.Proven skill in resolving problems quickly on first call.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Systems Integration Senior Analyst
NTT DATA Services
Noida, Uttar Pradesh
11.2021 - Current
- Migrating 5500+ enterprise users from prem to the cloud/Windows 7 to Windows 10
- Client Name : AirCanada
- Creation and resolution of Remedy tickets and Service Now while meeting SLA standards.
- Delivering excellent customer service while configuring,designing and implementing Office 365 and SCCM environments
- Assist users with MAM enrollment (lntune) and without MAM enrollment (Azure)
- Mapping apps with Respected branch in Intune/Update device on shared groups
- Helping onsite tech while setting up new devices and if required do needful like (Device deployment,Autopilot Reset, Wipe and Fresh start)
- Application deployment by SCCM and INTUNE
- Basic knowledge of Active Directory and networking concepts such as TCP/IP and other networking protocols and services; DNS. WINS. DHCP.Routing and MAC
- Taking care of users Incidents & requests for all the additional software & application requests through Service Now
- Provided technical support for escalated issues (L3 level issues) through Service now ticketing Tool
- Review all Escalated issues over meeting with clients
- Installing required application to user from Company portal and software distribution apps
SENIOR TECHNICAL SUPPORT EXECUTIVE
APG SUPPORT
New Delhi
05.2015 - 03.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Submitted service tickets for equipment maintenance requests.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Troubleshoot all issues both hardware and software
- Providing timely technical support to all our customers
- Handle phone and email assistance as well
- Gave customers complete support and understanding to their issue
- Made sure every customer is satisfied with the call even if there issue was not resolved
- Explained all available support options for customers
- Provided customer service assistance to customers
- Used Multitasking, multi line phone usage, problem solving, computer skills Fixed Computer Printers ,Adobe , Microsoft office ,email issues ,Antivirus Installation ,computer settings, firewalls, internet settings, installations, etc
- Used strong communication skills to ensure a resolution at the end of each call
- Handled Mac OSX, All windows based o/s
- Worked helping with network issues.
TECHNICAL SUPPORT EXECUTIVE
COMPUTER EXPERT 247 PVT LTD
07.2012 - 02.2015
- I was a part of a team which supported users across multiple nations such as US, Canada and Europe
- Provided technical support on the operation and maintenance of personal computers and /or peripherals
- DP
- Guided customer troubleshooting efforts to identify products that have technical issues and issue service calls
- Identified and provided solution and/or input on unique or recurring customer problems
- Conducted hardware & software diagnostics
- Performed hard drive/file backups
- Conducted malware/virus scans and removal
- Installed multiple OS versions, including Windows 8/8.1,
- Windwos7/vista/XP Configuration of modems, routers and wireless connections
- Answered phones to provide customer assistance.
Education
Bachelor of Technology - Electronics and Communication
Rajasthan Technical University
Kota Rajasthan 07.2007 - 07.2012
Skills
Systems Analysis
Computer Diagnostics
Teamwork
Troubleshoot
Technical Support
Service Schedule Coordination
Attention to Detail
Analytical and Methodical
Resolving Problems and Incidents
Customer Service Support
System Maintenance
Timeline
Systems Integration Senior Analyst
NTT DATA Services
11.2021 - Current
SENIOR TECHNICAL SUPPORT EXECUTIVE
APG SUPPORT
05.2015 - 03.2021
TECHNICAL SUPPORT EXECUTIVE
COMPUTER EXPERT 247 PVT LTD
07.2012 - 02.2015
Bachelor of Technology - Electronics and Communication
Rajasthan Technical University
07.2007 - 07.2012