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
undefinedTimeline
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
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