Prince Chaturvedi
Summary
Sr. Digital IT Engineer with a proven track record at Sonata Software, excelling in IT problem management and remote support. Recognized for enhancing system efficiency and achieving 100% resolution rates. Skilled as Network Engg and fostering team collaboration, driving successful project execution and optimizing IT processes for improved productivity.Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
7
7
years of professional experience
Work History
Digital IT Engineer
Sonata Software
07.2024 - Current
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
- Led a team of junior engineers in successful project execution while fostering a positive working environment that encouraged professional growth.
- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
- Improved system efficiency by optimizing network infrastructure and implementing new technologies.
- Expertise in VPN, Desktop Support, O365, Active Directory and Printer Configuration as well as troubleshooting efficiency.
- Performed root-cause analysis of recurring issues, developing targeted solutions to prevent future occurrences.
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Diagnosed malfunctions in Software, directing support tickets to appropriate personnel for remediation.
- Offered troubleshooting via voice and text chat, maintaining resolution rates of 100%.
- Identified and corrected system faults to minimize operational system downtime.
Service Desk Engineer
Galaxe Solution
Bengaluru
10.2022 - 07.2024
- Participated in regular performance review meetings with supervisors, seeking feedback on ways to improve individual skills or contribute more effectively to team success.
- Developed strong relationships with vendors to ensure timely delivery of necessary hardware or software components for clients'' needs.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Assisted in training new employees, fostering teamwork and collaboration within the service desk team.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
- Resolved customer complaints in prompt, polite and professional approach.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
Desktop Support Engineer
Microland
Bengaluru
10.2021 - 10.2022
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Improved network connectivity, troubleshooting and resolving complex network issues.
- Installed and configured computer systems and applications, leading to smoother operations.
- Facilitated knowledge transfer sessions, boosting team proficiency in new technologies.
- Supported remote users, ensuring seamless access to network resources.
- Created user accounts and assigned permissions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured and installed computer systems for other sub-organizations.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
Technical Support Engineer
Karya Regreenovate Solution
Kolkata
02.2019 - 09.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Enhanced user experience by resolving complex software issues swiftly.
- Researched and identified solutions to technical problems.
Education
Bachelor of Computer Applications -
IGNOU
New Delhi Skills
- Network Engg
- Azure Active Directory
- IT incident management
- Virtualization technologies
- IT performance management
- Technical Support (Hardware/Software)
- O365
- Application/Software Support
- Data backup and recovery
- Windows / IOS / Linux
- Remote desktop support
- End user support
- VIP SUPPORT
Timeline
Digital IT Engineer
Sonata Software
07.2024 - Current
Service Desk Engineer
Galaxe Solution
10.2022 - 07.2024
Desktop Support Engineer
Microland
10.2021 - 10.2022
Technical Support Engineer
Karya Regreenovate Solution
02.2019 - 09.2021
Bachelor of Computer Applications -
IGNOU