Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MANPREET SINGH CHHABRA

Howrah

Summary

Seeking an opportunity to work with an organization that demands challenging work, where my knowledge would be put into test providing me scope for personal development to shape a consistence growth path in my career, while adding value to organizational objectives. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems and have extensive experience with Communication Technologies, Customer Service, Technical Support and Service Provisioning . I am confident that my experience, adaptability and work ethic will make me a strong addition to any team.

Overview

7
7
years of professional experience
3
3
Certifications
4
4
Languages

Work History

System Engineer

TATA CONCULTANCY SERVICE
07.2022 - Current
  • Assisting the employees with all IT help desk related queries
  • First point of contact for Client with IT help desk related issues through Phone, Chat, Web & email.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Expert troubleshooting in new laptop set up’s, Outlook Configuration, Software Installations, Password reset, VPN configuration, Email Exchange Admin support, Cisco IP Phone Configuration, Outlook Add-in Integrations, Shared Mailbox, Network drives.
  • Training New Hire
  • NPS Auditing and giving feedbacks to the associates
  • Handling escalations
  • Tools Expertise: CyberArk, Active Directory, Log Me In Rescue, Sales Force, Service Now, AWS, Email Exchange Admin.

Senior Associate Analyst

TECH MAHINDRA
08.2021 - 06.2022
  • Evaluate voice and non-voice interaction between user and associate
  • Providing feedbacks to the associates based on their performance and conduct coaching session if required
  • Generating daily, weekly and monthly reports for internal purpose
  • Generating monthly roster and providing training to the newly joined associates
  • Providing support to newly joined associates on various topic
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Installed and configured operating systems and applications.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • VPN configuration, Email Exchange Admin support
  • NPS auditing

Logistic Manager

TRIKUTA TRANSPORT
04.2017 - 07.2021
  • Planning and managing logistics, warehouse, transportation, and customer services
  • Directing, optimizing, and coordinating full order cycle
  • Liaising and negotiating with suppliers, manufacturers, retailers, and consumers
  • Supervision of Staff
  • Creating Invoices.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Managed logistics budgets and forecasting to achieve cost-effective operations.

Associate

Concentrix
09.2016 - 03.2017
  • Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work
  • Act as a further escalation point for unresolved or escalated calls
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Report to senior managers on any issue that could significantly impact the business
  • Take overall responsibility for incident management and request fulfillment on the Service Desk
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues
  • Ensure all calls are logged in the Service Desk logging system
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Maintain a log of any software or hardware problems detected
  • Support users in the use of Computer equipment by providing necessary training and advice
  • Allocate more complex calls to the relevant IT Support member
  • Arrange for external technical support where problems cannot be resolved in house
  • Incident Management, raising a service request and dealing with it or assigning it to the concerned team
  • Follow the KBs to SOPs to troubleshoot the issue
  • Creating domain account, email account, DL
  • Assigning license to various tools and application like MS Office
  • Assigning static IP address
  • Providing VPN access, upgrading the Zoom account license
  • Providing desktop and laptop support over remote
  • Documenting the notes on the Incidents about the steps taken
  • Creating knowledge article for the known issue and sharing it with the team
  • If the issue is unresolved escalate it to the L2 with proper documentation of the steps taken
  • If getting multiple users for the same issue, update the team about it so that it can be fixed and P2 or P1 ticket is raised based on the severity.

Education

B.Com -

Monad University

H.S.E - undefined

Monad University

S.E - Commerce

W.B.C.H

S.E - undefined

GitaRam Higher Secondary School, B.S.E

7/8/10 - undefined

Prabharani Public School

Skills

Customer Serviceundefined

Certification

Male

Timeline

System Engineer

TATA CONCULTANCY SERVICE
07.2022 - Current

Senior Associate Analyst

TECH MAHINDRA
08.2021 - 06.2022

Logistic Manager

TRIKUTA TRANSPORT
04.2017 - 07.2021

Associate

Concentrix
09.2016 - 03.2017

B.Com -

Monad University

H.S.E - undefined

Monad University

S.E - Commerce

W.B.C.H

S.E - undefined

GitaRam Higher Secondary School, B.S.E

7/8/10 - undefined

Prabharani Public School

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