Mohd Toufique Qureshi
Balaghat
Summary
Highly skilled and result-driven IT Service Desk Analyst with 5 years of experience in providing exceptional technical support and troubleshooting. Proficient in effectively resolving complex technical issues, ensuring minimal downtime and maximum customer satisfaction. Adept at utilizing various tools and technologies to deliver efficient and reliable solutions. Seeking a challenging position to utilize skills and contribute to the success of an organization.
Overview
5
5
years of professional experience
Work History
IT SERVICE DESK ANALYST
WIPRO LIMITED
05.2022 - Current
- Provided prompt and efficient technical support to end-users
- Managed approximately 20 chats, 40 plus emails and 10 calls per day from customers.
- Collaborated with cross-functional teams to implement and maintain IT systems, including network infrastructure, ensuring seamless connectivity and optimal performance
- Conducted thorough troubleshooting and root cause analysis to identify and resolve complex technical problems, minimizing escalation and improving customer satisfaction
- Proactively managed and maintained knowledge base documentation, creating user-friendly guides and manuals to empower end-users and reduce repetitive support requests.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
TECHNICAL SUPPORT ANALYST
247.AI
05.2019 - 04.2022
- Responsible for answering customer's technical chats efficiently, accurately and in a professional manner using excellent customer service skills.
- Managed approximately 60 plus chats and 10 calls per day from customers.
- Assuming responsibility for learning, in detail, about company products and using this knowledge to solve customers technical problems and seeing these through to completion.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
RGPV UNIVERSITY
Bansal Institute Of Science And Technology, Bhopal07.2015
Skills
- Escalation management
- Network Troubleshooting
- Remote Support
- Incident Management
- Ticket support system management
- Technical Troubleshooting
- ServiceNow
- ITIL
- Service Request Management
- Microsoft Office 365
- Systems Analysis
- Service support
Accomplishments
Circle of Excellence Award: Recognized for excellence in service quality with the Circle of Excellence in Quarterly Quality in January 2023.
Skillsandcharacteristics
- Troubleshooting
- Ticketing Tool
- Networking
- Service Now
- ITIL Framework
- MS Office Suite
- Incident Management
- Customer Service
- Problem Solving
- Technical Issues Analysis
- Time Management
Personal Information
Title: IT SERVICE DESK ANALYST
Hobbies and Interests
- Watching movie
- Sketching
- Art
- Hiking
- Cooking
- Travel
Timeline
IT SERVICE DESK ANALYST
WIPRO LIMITED
05.2022 - Current
TECHNICAL SUPPORT ANALYST
247.AI
05.2019 - 04.2022
Bachelor of Science - Electrical, Electronics Engineering Technologies
RGPV UNIVERSITY
Similar Profiles
John MondalJohn Mondal
Senior Analyst at Wipro LimitedSenior Analyst at Wipro Limited
Hari PrasadHari Prasad
Assistant Manager at Wipro LimitedAssistant Manager at Wipro Limited
Trishant AgrawalTrishant Agrawal
Business Finance Manager at WIPRO LIMITEDBusiness Finance Manager at WIPRO LIMITED
Nagabhushana KathreekiNagabhushana Kathreeki
Product Engineer L3 at Wipro LimitedProduct Engineer L3 at Wipro Limited
NUPUR BISENNUPUR BISEN
Deputy Manager at ICICI BANKDeputy Manager at ICICI BANK