Prince
Gurgaon
Summary
To be a part of value driven organization where my knowledge, skills and abilities will be accentuated while collectively working towards the accomplishment of the organizational objectives.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Senior Technical Process Executive
Infosys
Pune
04.2024 - Current
- Working as an L1 support team that mainly focuses on providing technical resolutions to business clients.
- Actively working on ServiceNow, Active Directory, Imprivata, RSA, BitLocker, Microsoft 365, Citrix support, etc.
- Provided technical support to users regarding the use of new systems or software applications.
- Assisted in troubleshooting complex technical problems by providing accurate diagnosis of root cause issues.
- Facilitated team discussions around ideas that could help streamline current processes or introduce new ones.
Technical Support Executive
Kochar Tech
Gurgaon
03.2023 - 04.2024
- Providing technical support to major corporate customers ( Cvent, Nykaa etc)
- Troubleshooting of network-related problems.
- Interacting with customers and solving physical connectivity issues of the customers.
- Actively working experience on tools like, service now, Active directory, Imprivata etc.
- Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.
- Provided technical support to customers via phone, email and remote access tools.
- Reported any recurring technical issues to management for further investigation and resolution.
- Provided technical advice regarding the purchase of new products or services based on customer requirements.
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Performed system maintenance tasks such as disk clean-up, virus scans.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Ensured compliance with quality standards set by the company when providing technical support.
Education
Bachelor of Arts -
Maharshi Dayanand University, Rohtak
Skills
- TCP/IP Model
- OSI Model
- Knowledge of LAN and IP configuration
- Knowledge of networking devices (Routers and Switches)
- IP Networking basics (IP addresses, Mac addresses, DHCP, DNS etc)
- Routing protocols: EIGRP and OSPF, BGP
- MS Word, Excel and PowerPoint
- CCNA certification
- Customer Support
- Incident Management
- IT service management
Certification
- CCNA Certification (Cisco ID: CSCO14573061)
Timeline
Senior Technical Process Executive
Infosys
04.2024 - Current
Technical Support Executive
Kochar Tech
03.2023 - 04.2024
Bachelor of Arts -
Maharshi Dayanand University, Rohtak
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