PRAFUL VYAS
IT And Software Support Specialist.
Ahmedabad,Gujarat
Summary
Senior-level expert In IT with 20+ years of experience maintaining IT systems ,workflow software and providing comprehensive customer support At All over india Print Media News Papers.experience IT Server With Various Hardware And Software Related Issues.Provided In-depth Technical Support Presents programs and solutions to drive growth including establishing and maintaining networks and servers. Strong aptitude for identifying new technologies and solutions to global customer support .Provides supplemental and total management support for IT systems,
Overview
20
20
years of professional experience
5
5
years of post-secondary education
4
4
Certificates
Work History
IT Services Support Specialist
Krause Biagosch India Pvt.Ltd
Ahmedabad, Gujarat
05.2010 - Current
- IT services and products to 150 + end users in a fast-paced IT firm with all over india 150+ corporate customers.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Provided IT support services, troubleshooting and system operation.
- Performed periodic testing of all networks and systems.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Provided outstanding helpdesk service and support to customers.
- Database backup and restoring Fresh Database for Servers.
- Maintained the temperament in difficult moments and found the cause of errors whenever technical faults affected to the CTP Machine and Software workflow.
- In emergency, applied manual process whenever auto process became inactive.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Built and maintained network infrastructure consisting of Windows, Linux and virtual products.
- Installation and Operation of various types software, out put device and workflow.
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Maintained 250+ Windows computers and peripherals, including all configuring and monitoring.
- Key Achievements
- Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
IT Support Specialist
HT Media Ltd
Mumbai, Maharashtra
10.2007 - 05.2010
- Determined hardware and network system issues using effective troubleshooting techniques.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Communicated regularly with customers concerning data exchange and technology integration.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Devised solutions to operations issues related to System and software, working closely via phone, email, live chat and web teleconference.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Patched software and installed new versions to eliminate security problems and protect data.
Customer Service Engineer
Accel Frontline Limited
Mumbai, Maharashtra
01.2003 - 06.2007
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Patched software and installed new versions to eliminate security problems and protect data.
Computer Hardware Engineer
Anni Computers
Ahmedabad, Gujarat
04.2001 - 04.2002
- Completed troubleshooting for diverse computer systems, including Windows, MacOS and Linux-based desktops and laptops.
- Researched complex technical issues and provided resolutions.
- Investigated hardware product issues involving materials and software and devised solutions.
- Traveled to customer sites to provide prompt resolutions to issues.
Education
Diploma - DIPLOMA iN ELECTRICAL ENGINEER
T.F.G.POLYTECHNIC
ADIPUR-KUTCHH 10.1993 - 10.1998
S.S.C.(10th) - Science
M.H.Highschool
Vijayanagr-GujaratSkills
Technical issues analysis
Software diagnosis
Workflow planning
Supervision
Good telephone etiquette
Flexible & Adaptable
Verbal and written communication
Drive applications
Equipment installation
Operational Support
Maintenance Management
Database administration
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Completed intensive training in database fundamentals and software engineering.
- Resolved product issue through consumer testing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
HARDWARE & NETWORKING
Timeline
IT Services Support Specialist
Krause Biagosch India Pvt.Ltd
05.2010 - Current
MCSA
09-2008
IT Support Specialist
HT Media Ltd
10.2007 - 05.2010
MCP
09-2007
Customer Service Engineer
Accel Frontline Limited
01.2003 - 06.2007
HARDWARE & NETWORKING
04-2002
Computer Hardware Engineer
Anni Computers
04.2001 - 04.2002
Diploma - DIPLOMA iN ELECTRICAL ENGINEER
T.F.G.POLYTECHNIC
10.1993 - 10.1998
S.S.C.(10th) - Science
M.H.Highschool