Prem Peter Bast
Bangalore
Summary
Performance-driven IT Technician adept at providing professional technical support to clients, improving customer service and maintaining hardware and software applications. Great communicator offering extraordinary technology expertise and strong determination to perform excellent work. Detail-oriented professional with a highly professional attitude, exceptional critical thinking skills and ability to perform well in a team.
Overview
11
11
years of professional experience
Work History
Managed Services Senior Technician – Voice, Ticketing and Chat Process
Dell Technologies
12.2021 - Current
- Currently handling Kohls and Cummins Remote L2 Support accounts
- Responsible for providing business-to-business maintenance, repair/replacement, upgrade, and configuration for the current project
- Providing support for IT solutions to business and management related to desktops, laptops, printers, emails, chats, tickets, access rights, security, etc
- Responsible for solving complex issues by communicating and understanding the issues faced by users
- Supporting primary customer contact for all incoming calls and assisting and assigning customer cases by providing telephone, ticket, and chat-based technical support for products
- Supporting level 2 customer contact for all incoming calls, assisting and assigning the ticket to a dedicated software team to modify, rectify patches, and run tests
- Provide a technical installation service for software including telephony, computer equipment, and peripherals
- Troubleshooting and diagnosis of hardware and software problems; customer application installation support; network issue resolution using remote desktop connections; provide customer support until the issue is resolved
- Contribute towards managing, maintaining the queue SLA for agents, and assigning ownership of cases to agents
- Responsible for taking proper ownership of the cases assigned
- Rectifying the problems of the users working on different platforms
- Issues related to network, desktop, hardware, software, and applications they use
- Diagnosing and creating part dispatch for faulty parts and devices and ensuring the right parts are sent out to users
- Conducting requirements analysis and preparing specific proposals for parts or replacement systems
- Resolves complex system problem with ability to fix 90% of calls whilst taking the initial call over the phone
- Interface with the client for coordinating and ensuring that client requirements are met, as well as provide operational support and assist the client in utilizing the developed automated systems or applications
- Ensure that all client/project requirements are properly documented and stored for future reference
Technical Support Technician - Voice Process
Dell Technologies
08.2019 - Current
- Troubleshooting and diagnosis of hardware and software problems
- Customer application installation support
- Network issue resolution using remote desktop connections
- Provide customer support until issue is resolved
- Provide a technical installation service for software including telephony, computer equipment, and peripherals
- Resolves complex system problem with ability to fix 90% of calls whilst taking the initial call over the phone
Concentrix India Pvt Ltd. (Lenovo India)
05.2018 - 05.2019
- Troubleshooting and diagnosis of hardware and software problems
- Customer application installation support
- Network issue resolution using remote desktop connections
- Provide customer support until issue is resolved
Hardware and Networks Technician
Chipcare Info Solution Pvt.
09.2015 - 04.2018
- Provide customer support until issue is resolved
- Setting up of hardware for desktops and ensuring uniformly in terms of CPU, machine Speed, hard disk capacity memory, LAN cards
- Setting up of software for desktops including installing/configuring operating systems, standards office automation products, printer drivers, system and software patches and Antivirus software
- Troubleshooting problems related to software installed
- Problem diagnosis and rectification for all PCs, printers
- Services Support for all peripherals
- Problem diagnosis for software
- Loading / reinstalling existing software's
- Installation support on any new software
- Installing anti-virus software
- Updating anti-virus software as and when newer versions are provided
- Maintain asset list details for all software and hardware installed
- Check and supervise new hardware deliveries and installation
- Assistance on relocation of PC/Reinstallation of PC/Communication hardware
Business Development Executive
NS Infotech Solutions
03.2015 - 08.2015
- Assistance on relocation of PC/Reinstallation of PC/ Communication hardware
- Responsible for developing new business opportunities from provided leads
- Maintain relationships with Doctors
- Identify and make contact with potential Doctors
- Respond to Sales queries of existing clients
- Responsible for generating network business from assigned territory
Customer Sales Executive
Shristi Informatics
05.2013 - 02.2015
- Voice based services for customers in Australia, US, UK to fix sales appointments for 'Access Energy' - solar panels, gas boilers, and home insulation products
- Explaining the services, product specifications and the benefits to customers
Education
Pre-University Certificate -
ISBM University
05.2022
Secondary School Certificate -
01.2010
Jetking Hardware and Operating system Certified -
01.2010
Skills
- Extensive knowledge in customer support and tech support
- Skilled in developing trust and build good rapport with customers
- Hardware Configuration, System installations, System diagnostics, Technical assistance, Issue Analysis,
- Network Administration, Software Installation, Hardware Configuration, Troubleshooting and resolution
- Excellent command over written and verbal communication
- Good convincing and negotiation skill
- Flexibility, result-oriented with good sales skills
- Ability to work under pressure
- Comprehensive problem-solving abilities
- Service Now, Salesforce, Zoho CRM SAP and Workforce CRM
- Computer Hardware and networking, Operating System (Win XP,07,08,10,11)
- Microsoft Office and Office 365, Installation and Repair
Languages
English, Hindi, Kannada
Timeline
Managed Services Senior Technician – Voice, Ticketing and Chat Process
Dell Technologies
12.2021 - Current
Technical Support Technician - Voice Process
Dell Technologies
08.2019 - Current
Concentrix India Pvt Ltd. (Lenovo India)
05.2018 - 05.2019
Hardware and Networks Technician
Chipcare Info Solution Pvt.
09.2015 - 04.2018
Business Development Executive
NS Infotech Solutions
03.2015 - 08.2015
Customer Sales Executive
Shristi Informatics
05.2013 - 02.2015
Pre-University Certificate -
ISBM University
Secondary School Certificate -
Jetking Hardware and Operating system Certified -
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