PRANAM KUMAR ANCHAN
System Analyst
Bangalore
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Tech Support Lead
Novigo Solutions Private Limited
Mangalore
07.2016 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone.
- Broke down and evaluated user problems, using personal expertise, and probing questions.
- Analyzed and developed service goals for in-bound service desk.
Services Support Representative, IT Service Desk
Unisys Global Services Limited
Bangalore
05.2011 - 02.2013
- Responsible for providing the first-line telephone/eMail/Chat technical support of hardware, systems, sub-systems and applications for employees
- Applied basic diagnostic techniques to identify problems, investigate causes and provided solutions to correct common failures
- Provided technical support for internal and external customers. Escalate problems to specialist team members.
- Installation, Configuration and troubleshooting of Check point End point Security VPN client. Configuring and troubleshooting Lotus Notes/Outlook Clients(2003/2007)/Office Communicator(2003/2007) and Microsoft Lync 2010 client. Installation, Mapping and troubleshooting of Network/Local/wireless printers
Service Desk Specialist-Technical Supervisor/IT Service Desk
Mphasis an HP Company
Mangalore
12.2006 - 02.2011
- Provided First Level effective and consistent technical support for internal clients and external customers
- Solved issues with PC clients, hardware/software, Network/Local/Wireless Printers installation and configuration, Cisco VPN, LAN, WAN, WAP, Microsoft Office applications including Outlook (2003/2007) & Office Communicator (2003/2007).Also supported ILM (Internet Location Manager) device troubleshooting for Mobile Ops
- Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized Servicenow to record and track issues
- Moved to a pilot process where we provided telephone technical support to representatives and managers for Kraft company-USA
- Supporting order transmission for KRAFT company-sales reps and regional sales managers
- Troubleshooting for Fujitsu-Siemens-Tablet-(WINDOWS-XP_PRO) and HP Laptop platform (Windows XP Pro & Windows 7 Edition)
- Installation, Configuration and troubleshooting of CISCO VPN & Internet connectivity troubleshooting. Active Directory
- Trouble shooting for 1STEP -Motorola-Handheld (Windows Mobile) and KDSD-SYMBOL- Handheld Device.
- Configuration of Aventail Access Manager (VPN to connect to network in Windows Mobile Platform) and also troubleshooting network Connectivity issue (Wireless). Troubleshooting connectivity problem between the handheld and the wireless printer
- Configuring dialup connection and other software and hardware related troubleshooting.
Education
BCA - Computer Applications
EIILM University
Private University In Namchi, Sikkim 05.2010 - 07.2012
Skills
SKILLS PROFILEundefined
Accomplishments
- Moved to a pilot process, Provided technical support to representatives and managers for Kraft company-USA. Supporting order transmission for KRAFT company-sales reps and regional sales managers and where responsible for the sustainability of the process.
- Moved to Call-back team after 6 months and was mentoring the floor providing support to new techs on the floor as a SME.
- Was subsequently promoted as ‘Service Desk Specialist-Technical Supervisor’
- Provided Process training for New Joiners to KRAFT Account and Mentored the floor.
- Handled escalations and providing resolution and contacting clients as necessary.
- Joined conference calls for process and technical updates from the clients.
- The Summit Individual Award: Recognized as one of the best in Customer Experience for the Quarter. Have received Employee of the month award multiple times and also written and oral appreciation from client for exceptional service.
Timeline
Tech Support Lead
Novigo Solutions Private Limited
07.2016 - Current
Services Support Representative, IT Service Desk
Unisys Global Services Limited
05.2011 - 02.2013
BCA - Computer Applications
EIILM University
05.2010 - 07.2012
Service Desk Specialist-Technical Supervisor/IT Service Desk
Mphasis an HP Company
12.2006 - 02.2011
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