PRATIKSHA SINGH
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
2
2
years of professional experience
Work History
Service Desk Engineer
Microland Pvt.Ltd
05.2023 - Current
- Managed high call volume with tact and professionalism.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Provided base level IT support to non-technical personnel within the business.
- Installed software, modified and repaired hardware and resolved technical issues.
- Managed call flow and responded to technical support needs of customers.
- Remained up-to-date on the latest technologies and solutions applicable to company products.
- Reviewed technical documentation and procedures.
- Used ticketing systems to manage and process actions taken.
- Participated in regular performance review meetings with supervisors, seeking feedback on ways to improve individual skills or contribute more effectively to team success.
- Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.
Service Desk Analyst
Accent Overseas Solution
04.2022 - 03.2023
- Share-point, Windows XP, 7, Office 2007, VPN, Priority management by severity level, Phone/chat/email support, Remedy ticketing system, RDP, SCCM for software installation, Active Roles, RSA secure ID.
- Escalated unresolved issues to appropriate level.
- Evaluated and conducted technical and functional research and analysis.
- Trained users in the proper use of hardware or software.
- Followed internal procedures for change management, incident management and escalation.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Education
B.tech - Electrical, Electronics And Communications Engineering
Maharaj Agrasen Institute Of Technology, GGSIPU
New Delhi, India06.2021
Grade XII -
J L DAV Public School
New Delhi, India03.2016
Grade X -
Spring Meadows Public School
New Delhi, India03.2014
Skills
- Documentation
- Servers
- Outlook Configuration
- Windows Server2008
- Windows 7
- Microsoft SharePoint
- Anti-virus solutions
- Internet setup and repair
- Mobile data devices installation
- System backups
- Data backup and retrieval
- System upgrades
- Website and portal monitoring
- Remote access technology
- Excellent diagnostic skills
- Website maintenance
- Citrix administration
- Incident Management
- ITIL Knowledge
- Network Administration
- System Administration
- Virtualization Technologies
- Root Cause Analysis
- Customer Service
- Problem-Solving
- Time Management
- Organizational Skills
- Time management abilities
- Troubleshooting Network Issues
- Effective Communication
- Software Installation
- VPN Configuration
Timeline
Service Desk Engineer
Microland Pvt.Ltd
05.2023 - Current
Service Desk Analyst
Accent Overseas Solution
04.2022 - 03.2023
B.tech - Electrical, Electronics And Communications Engineering
Maharaj Agrasen Institute Of Technology, GGSIPU
Grade XII -
J L DAV Public School
Grade X -
Spring Meadows Public School
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