Dinesh Tiwari

• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Monitored network capacity and performance to diagnose and resolve complex network problems.
• Diagnosed network problems involving combination of hardware, software, power and communications issues.
• Internet/WiFi Related Issues
• Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
• Collaborated with engineering to report issues, manage project deliverables and provide status reports.

• Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Escalates complex or unresolved incidents
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Respond to inquiries and user problems, document classification of incidents, and diagnose hardware and software
• Follow up with customers to ensure resolution and close out incidents in the tracking system
• Detect trends and patterns in incidents and maintenance, and provide ad hoc reports
• Collect information from users to understand and resolve problems remotely or in person.

• Logs incidents and service requests and maintains relevant records: Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Escalates complex or unresolved incidents
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Respond to inquiries and user problems, document classification of incidents, and diagnose hardware and software
• Follow up with customers to ensure resolution and close out incidents in the tracking system
• Detect trends and patterns in incidents and maintenance, and provide ad hoc reports
• Collect information from users to understand and resolve problems remotely or in person.

Identifies and classifies service request and raising complaints accordingly.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Follow up with customers to ensure resolution and close service request in the tracking system

• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Managed high volume of tickets in helpdesk system, consistently meeting or exceeding response time targets.
• Increased customer satisfaction ratings to [Number]%.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Tracked KPIs and created continuous improvement plans.
• Assisted development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
• Extended analysis to assist technology team efforts to escalate and resolve issues.