Summary
Overview
Work History
Education
Skills
Timeline
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Md Rana

Noida

Summary

Dynamic Desktop Support Engineer with proven expertise at Teleperformance & Pacific BPO, excelling in ServiceNow ticketing and Office 365 configuration. Adept at enhancing service delivery and fostering collaboration, I leverage advanced troubleshooting skills and effective communication to resolve complex issues swiftly, ensuring user satisfaction and operational efficiency.

Overview

3
3
years of professional experience

Work History

Desktop Support Engineer

Pacific Bpo Pvt Ltd
Noida
12.2023 - Current
  • Work on Manage Engine for remote support to WFH users.
  • Provided technical support for desktop and laptop users.
  • Configured and installed Office 365 systems and peripheral devices.
  • Managed backup operations using Symantec Backup Exec or other similar tools.
  • Collaborated with other teams within the organization to resolve complex incidents quickly.
  • Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
  • Maintained positive working relationship with fellow staff and management.

Desktop Support Engineer

Teleperformance
Guragaon
09.2022 - 12.2023
  • Work on the ServiceNow Ticket portal.
  • Installed, configured and maintained computer hardware, software and peripherals.
  • Configured user accounts, permissions and passwords according to company policies.
  • Attended customer service meetings to address any ongoing issues or concerns.
  • Collaborated with team members to enhance service delivery processes.
  • Participated in training sessions to improve technical skills and knowledge.

Education

Master in Cloud Computing -

Jetking
Vikas Puri, Delhi
10-2022

Bachelor of Arts - English

Sidho-Kanho-Birsha University
Purulia District Of West Bengal, India
08-2021

Skills

  • 3Years Technical support expertise in BPO (MNC)
  • ServiceNow ticketing system proficiency
  • ManageEngine remote support
  • Office 365 configuration
  • Technical support for laptop users
  • Data backup and recovery
  • Active Directory
  • Windows operating system
  • Advanced troubleshooting and diagnosis
  • User request coordination
  • Video conference support
  • Problem-solving aptitude
  • Service delivery improvement
  • Effective communication
  • Training participation

Timeline

Desktop Support Engineer

Pacific Bpo Pvt Ltd
12.2023 - Current

Desktop Support Engineer

Teleperformance
09.2022 - 12.2023

Master in Cloud Computing -

Jetking

Bachelor of Arts - English

Sidho-Kanho-Birsha University

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Md Rana