PRATIKSHA SINGH
TECHNICAL SUPPORT ENGINEER
BENGALURU
Summary
Having 5+ years of experience in designated as Service Desk Analyst/Technical Support Executive. Computer User Support Specialist with gift for understanding needs of business. Versed in troubleshooting and desktop support on Windows, looking for opportunity to develop Technical skills further.
Work History
Technical Support Engineer
Intuit India
Bengaluru
10.2021 - Current
- Logging incidents and service requests and maintaining relevant records.
- Escalating, if needed, unresolved problems to a higher level of support.
- During change/Outages, act systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Informing users about the process and consulting the available shift supervisors for any required assistance immediately.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Analyze and resolve incidents with a goal of 90% First Call Resolution.
- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.
Service Desk Analyst
Zones Corporate Solutions
Bangalore
11.2020 - 06.2021
- Using problem-solving and people skills to ensure swift resolutions to technical issues
- Identifying the issue and escalating to proper team
- Poviding 1st level triage support for reported incidents and requests
- Remote teamwork and contact center success
- Poviding 5-star customer service
IT Analyst/Technical Support Engineer
DXC Technology, HP
Globalsoft Pvt Ltd
Bangalore
01.2019 - 11.2020
- Handling users' queries troubleshooting
- Worked on ServiceNow tool
- Handled BMC remedy ticket
- Escalating tickets to appropriate team
- Generating hardware tickets
- Involved under chat & voice process with US Client's 24x7
Technical Support Representative
Concentrix
Bangalore
12.2016 - 12.2017
- Handling EMEA Domain Calls
- Troubleshooting regarding Motorola smartphones and Lenovo machines
- Escalating Hardware issues
Education
B-Tech - Applied Electronics & Instrumentation
04.2001 -
High School Diploma -
04.2001 -
Skills
Application/software installationPassword reset/unlockLogging Hardware ticketsPing IDRSA Secure IDPulse VPNGlobal Protect VPNGoogle Workspace
Bitlocker Recovery key
LogMeIn Remote AccessSlackAppstreamLANDesk ManagementActive DirectoryServiceNowFreshDeskITILSmartphonesZoom
Mac
Nexthink
Beyond Identity
Cloud PC
Windows
CrowdStrike
Languages
English
Native language
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Timeline
Technical Support Engineer - Intuit India
10.2021 - Current
Service Desk Analyst - Zones Corporate Solutions
11.2020 - 06.2021
IT Analyst/Technical Support Engineer - DXC Technology, HP
Globalsoft Pvt Ltd
01.2019 - 11.2020
Technical Support Representative - Concentrix
12.2016 - 12.2017
Biju Patnaik University of Technology - B-Tech, Applied Electronics &
Instrumentation
04.2001 -
Janjati College - High School Diploma,
04.2001 -
Kuruwa High school - ,
Overview
7
7
years of professional experience