Kunal Singh Nagar
Sr. Technical Assistant
New Delhi
Summary
As an experienced IT Helpdesk Technician, I bring a wealth of technical knowledge and problem-solving skills to any organization. With a keen eye for detail and a commitment to providing excellent customer service, I am able to diagnose and resolve a wide range of IT issues, from hardware and software problems to network connectivity and security concerns. My expertise in troubleshooting, documentation, and communication has allowed me to build strong relationships with users at all levels, from entry-level staff to senior executives. I am passionate about staying up-to-date with the latest IT trends and technologies and am always looking for ways to improve efficiency and productivity.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Senior Technical Assistant
DXC Technology
Bangalore
10.2022 - Current
- Assisted clients with various types of technical issues via email, live chat, and telephone.
- Created new accounts, reset passwords, and configure access to servers and file management software for users.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained records, logs, and lifecycle documentation of work requests.
- I have worked on a training automation project where I contributed to the team working to bring automation to the training process of new recruits.
- I handle incoming escalations from the client and use my skills to turn them into good customer experiences, have received several client appreciations for the same.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Oversaw daily performance of computer systems.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Devised incisive workarounds and resolutions for IT-related problems.
Team Leader, Presales Operations
Teleperformance
Mohali
04.2022 - 09.2023
- Offered training and support to keep team members motivated and working toward objectives.
- As a team leader for Teleperformance, I was assigned with managing the presales operations for a major e-commerce company in the Indian market. Our team was responsible for converting potential leads into sales across different categories of products.
- One of the key challenges we faced was meeting the client's key performance indicators (KPIs) and key result areas (KRAs). This involved developing a deep understanding of the client's business objectives and ensuring that our team was aligned with those objectives. I worked closely with my team to identify areas of improvement and implement strategies to meet our performance targets.
- Despite the challenges, the experience was incredibly rewarding. We were able to achieve our performance targets and exceed the client's expectations. We received positive feedback from our customers, who appreciated the high level of service and expertise provided by our team.
- Overall, my experience as a team leader for Teleperformance on a presales operations project in the Indian market taught me the importance of client engagement, team management, and data analysis. It also showed me the power of collaboration and teamwork to achieve shared goals.
Customer Service Associate
Teleperformance
Mohali
09.2021 - 09.2022
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- As a customer specialist with over 1 year of experience in the industry, I have developed a deep understanding of customer needs and how to exceed their expectations. Throughout my career, I have honed my skills in communication, problem-solving, and relationship-building, allowing me to effectively resolve customer issues and build long-lasting connections.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Improved customer service wait times to mitigate complaints.
- Explained benefits, features and recommendations to maximize client retention.
Education
Bachelor of Arts - Humanities
Indra Gandhi National Open University
New DelhiSkills
- Diagnostics Procedures
- Computer Maintenance
- Equipment Management
- Tech Support
- Media and Recording Options
- Problem-Solving
- Documentation Proficiency
- Operations Support
- Technical Guidance
- Administrative Skills
- Computer Troubleshooting
- Telephone Etiquette
- Microsoft Office
- Technology Support
- Computer Assistance
- Technical Training
Languages
Hindi
First Language
English
Proficient
C2
Punjabi
Advanced
C1
Certification
- ITIL V4 Foundation Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Technical Assistant
DXC Technology
10.2022 - Current
Team Leader, Presales Operations
Teleperformance
04.2022 - 09.2023
Customer Service Associate
Teleperformance
09.2021 - 09.2022
Bachelor of Arts - Humanities
Indra Gandhi National Open University
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