Nikita Arsule
Pune
Summary
. Eager to contribute to a fast-paced tech environment with a strong understanding of IT support and customer service. Managed a 20% reduction in ticket resolution time at last role, while also spearheading a team that increased customer satisfaction by 15%. Seeking a role that can leverage these successes and a passion for problem solving .
Overview
1
1
year of professional experience
Work History
IT Helpdesk
CMS IT services pvt ltd
Pune
09.2023 - Current
- • Participated in project meetings with stakeholders from various departments in
order to ensure successful implementation of projects or initiatives.
• Provided remote support for users experiencing technical difficulties via phone or
online chat sessions.
• Resolved customer inquiries through troubleshooting, research, and problem
resolution with a focus on first call resolution.
• Troubleshot network connectivity problems utilizing various tools and techniques.
• Performed system backups and restores as needed.
• Monitored performance of customer networks to ensure optimal functioning.
• Installed operating systems, applications, and updates on customer computers.
• Coordinated with other departments to resolve customer complaints or requests.
• Developed training materials for new Helpdesk Officers as needed.
• Ensured compliance with company policies regarding computer usage by
customers.
• Created user accounts and passwords while following security protocols.
• Identified root causes of technical issues and developed solutions accordingly.
• Assisted users with basic understanding of computer operations including
Windows OS fundamentals.
Desktop Support Engineer
Q-Connect Business Solution Ltd
02.2023 - 06.2024
- Responsibilities to provide end to end solution on daily basic technical issues occurring in Laptop, Desktop, Windows and Wi-Fi network
- Enable/Disable User account, unlocks user account, Create/Reset password, and adding /removing computers in Active Directory
- Answering phone calls, obtain necessary information from users to Adequately Describe the request or problem and put it into the tracking tool
- Taking the users acknowledgement before closing ticket ID
- Interacting and escalate issue with senior and follow end to end resolution
- Managing the installation and configuration part of all standard software as per company policy
- Knowledge and work close with service desk and ticketing software tool like service Now
- Knowledge of Office-365
- Knowledge of Internet Proxy Settings
- Knowledge of installation, upgradation, and migration of OS.
Education
BE(CSE) -
Marathwada Mitra mandal's Institute of Technology (MMIT), Savitribai Phule Pune University
01.2021
HSC -
Ashok Vidyalaya & Junior College
01.2016
SSC -
Shivraj Vidya Mandir
01.2014
Skills
- Escalation management: Checking issues proactively in order to avoid any escalation and dealing with escalated issues along with proper channel as per requirement
- Project Management: Dealing with Clients and Users as per the requirement and enhancing
- System Administrato
- Remote Support
- Report Analysis
- Ticket Tracking
- Training abilities
- End-user Training
- SLA Management
- Active Directory
- Performance evaluation conduction
Personal Information
- Blood Group: B
- Date of Birth: 03/27/99
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Travelling
- Classical Dance
Timeline
IT Helpdesk
CMS IT services pvt ltd
09.2023 - Current
Desktop Support Engineer
Q-Connect Business Solution Ltd
02.2023 - 06.2024
BE(CSE) -
Marathwada Mitra mandal's Institute of Technology (MMIT), Savitribai Phule Pune University
HSC -
Ashok Vidyalaya & Junior College
SSC -
Shivraj Vidya Mandir
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