RAKESH KUMAR
Technical Support And Service Desk Engineer
New Delhi
Summary
A quick learner can communicate ideas in a convincing manner. Have a positive attitude and good time management capability. Can work efficiently in a group, as well as take up responsibilities in individual capacity. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
L3 SD Analyst Engineer
Wipro Technologies
10.2020 - Current
- Remote Troubleshooting: Fixing issues with computer systems and software like Windows, Outlook, Teams, and Citrix and many more
- This also includes helping with VPN and security applications
- Using Tools: We use software tools like LogMeIn123, Helpline, SNOW, and Agent Bold to chat with users and provide remote assistance
- Ticket Management: We use tools like CDAX, Helpline, and SNOW to keep track of and manage the requests and issues users report to us
- Software Support: We help with a bunch of software, like different versions of Windows, VPN programs like Pulse Secure and Cisco AnyConnect, Microsoft Office applications, antivirus software like McAfee, VDI systems like VMware and Citrix, web browsers like Internet Explorer, Firefox, and Chrome, and various other programs like Adobe Reader and SharePoint
- Dealing with Upset Customers: We listen to and calm down customers who are upset, all while communicating with them very well
- Answering Calls and Emails: We respond to phone calls and emails from customers quickly and work to solve any problems they have
- Creating Guides: We make step-by-step guides for new issues and keep records of how we fixed problems
- We also maintain logs and reports
- Taking Care of VIPs: We give special attention to important users and make sure their issues get resolved quickly
- Critical Incidents: We take responsibility for important issues, escalations and make sure they get resolved from start to finish
- Working with Other Domains: Sometimes, we work with other domains internally to solve issues that need help from different areas of expertise
- Supporting Junior Engineers: We help less experienced engineers (L1/L2) with their problems and create guides/SOP for new problems they might encounter.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Executive IT & Admin
Pulp Strategy Pvt Ltd
06.2016 - 09.2020
- Technical Troubleshooting: Diagnose and resolve hardware and software issues for end-users and organizations, ensuring that systems run smoothly
- Network Troubleshooting: Troubleshoot network problems, including connectivity and configuration issues, to maintain a reliable network infrastructure
- Hardware and Software Configuration: Set up and configure hardware components and software applications to meet user requirements
- Equipment Maintenance: Perform regular maintenance of IT equipment to ensure it functions optimally and remains up to date
- Effective Documentation: Document issue resolutions, solutions, and troubleshooting processes for future reference and to contribute to knowledge bases
- Collaboration: Collaborate with other IT teams and departments to resolve complex issues that may require specialized expertise
- Knowledge Sharing: Contribute to knowledge bases and provide training to end-users or junior staff members to empower them to handle common issues
- Customer Service: Provide excellent customer service, ensuring that end-users receive prompt, courteous, and effective technical support.
- Configured and implemented IT initiatives to produce measurable business value.
- Resolved workflow issues to optimize team productivity and improve delivery times.
- Built IT infrastructure to support key business strategies and evolving processes.
- Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
IT Executive
Tvs Electronics Pvt Ltd
02.2015 - 06.2015
- Work Description: A) Hardware and Software: I excel in troubleshooting, diagnosing, configuring, and resolving hardware, software, and network issues for both Windows and Mac OS
- Network Administration: I am skilled in administering and maintaining secure network components, including Firewalls, Wi-Fi, LAN, WAN, ISP Management, Network Switches, and general networking/internet systems
- Software Proficiency: I have a strong command of various software, such as different Windows versions, Mac OS, iOS, Android, Adobe, Microsoft Office, antivirus software, web browsers, and other essential applications.
Customer Care Executive
Prizm Payments Solutions
12.2013 - 01.2015
- Description: A) Call Handling: We manage both incoming and outgoing calls
- Customer Coordination: We interact with customers, understanding their issues and responding appropriately
- Emails and Reports: We handle email responses and prepare daily reports for record-keeping
- Monthly Reporting: At the end of each month, we shared a consolidated file with our reporting manager.
Education
Bachelor of Science - Computer Science
Anna University
04.2001 - 01.2013
Skills
All hardware and Software troubleshootingundefined
Interests
Learning new things
Travelling
Reading
Cooking
Browsing
Personal Information
- Father's Name: Late Pramod Mishra
- Date of Birth: 05/23/1992
- Nationality: Indian
- Marital Status: Married
Area Of Expertise
- IT Problem Solving
- Platform Diversity
- MS Office and Networking
- Communication Skills
- Adaptability
- Decision-Making
- End-to-End IT
- Shift Flexibility
Certification
Master Of Network Administrator + Cloud V1
Strengths
- Confident
- Sincere
- Hardworking & Convincing power
- Quick learner
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief.
Timeline
ITIL 4 Foundation Training
09-2022
L3 SD Analyst Engineer
Wipro Technologies
10.2020 - Current
Master Of Network Administrator + Cloud V1
08-2018
Executive IT & Admin
Pulp Strategy Pvt Ltd
06.2016 - 09.2020
IT Executive
Tvs Electronics Pvt Ltd
02.2015 - 06.2015
Customer Care Executive
Prizm Payments Solutions
12.2013 - 01.2015
Bachelor of Science - Computer Science
Anna University
04.2001 - 01.2013
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