Faisal Khan
Bengaluru
Summary
Dynamic IT professional with a proven track record at Linova Info Pvt Ltd, excelling in technical support and customer service. Skilled in troubleshooting and maintaining systems, I enhanced operational efficiency and ensured SLA compliance. My proactive approach and expertise in report creation led to improved performance analysis and issue resolution.
Overview
7
7
years of professional experience
Work History
Help Desk Assistant
Linova Info Pvt Ltd
07.2023 - Current
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
Database Operator
Alorica
01.2022 - 06.2023
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Administered, supported, and monitored databases by proactively resolving customer issues and maintaining data.
- Created and updated database designs and data models.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Implemented and developed customer service training processes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and backed up other customer service managers.
Administrator Assistant
Witty1
02.2018 - 03.2021
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Completed daily logs for management review.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Trained and supervised employees on office policies and procedures.
- Supported classroom activities, tutoring, and reviewing work.
- Conducted assessments to determine progress and performance and report findings to relevant authorities.
- Facilitated group counseling sessions to support and encourage client growth.
- Helped customers via telephone to work through troubleshooting steps for equipment.
- Responded to equipment malfunctions by troubleshooting and repairing broken and malfunctioning equipment.
- Identified computer hardware and network system issues, performing troubleshooting techniques.
Education
Bachelor of Computer Applications - Computer Science
National Institute of Management And Technology
Bidar, India05-2016
Skills
- Technical support
- Help desk software
- Customer service
- Technical troubleshooting
- Report creation
- Service ticket tracking
- SLA compliance
- Escalation management
- Application guides
- LAN/WAN
- Service desk support
- VPN management
Timeline
Help Desk Assistant
Linova Info Pvt Ltd
07.2023 - Current
Database Operator
Alorica
01.2022 - 06.2023
Administrator Assistant
Witty1
02.2018 - 03.2021
Bachelor of Computer Applications - Computer Science
National Institute of Management And Technology
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