Summary
Overview
Work History
Education
Skills
Timeline
Generic

RAKESHKUMAR

BANGALORE

Summary

Dynamic IT professional with experience at Concentrix and Wipro, specializing in advanced troubleshooting, customer support, and remote assistance. Proven ability to enhance network efficiency, improve customer satisfaction, and optimize technical support processes. Skilled in data visualization, team leadership, and streamlining IT operations for seamless service delivery.

Overview

8
8
years of professional experience

Work History

Senior Technical Support Advisor

CONCENTRIX
BANGALORE
03.2023 - 01.2024
  • Provided B2B technical support for Lenovo Think machines (laptops & desktops) to international employees via calls and emails.
  • Assisted junior representatives by troubleshooting complex issues and providing resolutions.
  • Utilized Microsoft Dynamics for case management and support tracking.
  • Used Excel to analyze support metrics, including call and email volumes.
  • Provided network support alongside technical assistance, leveraging a strong networking background.
  • Ensured high levels of customer satisfaction by resolving technical issues efficiently.
  • Managed a blended process, handling both voice and email-based support queries.

Network Administrator

WIPRO LIMITED
BOKARO
04.2018 - 12.2021
  • Managed ASR 1000 routers and 2960 switches, configuring VLANs for efficient network segmentation and security.
  • Configured DHCP servers for efficient IP management, and ensured seamless user access.
  • Supported high-profile video conferences for the Chief Secretary and Cabinet Secretary, ensuring zero disruptions.
  • Deployed and maintained VoIP systems, enhancing communication efficiency.
  • Resolved tickets raised in the NIC Helpdesk, ensuring timely and effective issue resolution.
  • Monitored network performance using WhatsUp Gold, proactively identifying and addressing network issues.

Project Coordinator

UDYOG NIKETAN PRIVATE LIMITED
Dhanbad
10.2015 - 02.2018
  • Coordinated with engineers for the installation of 4G microwave systems across Jharkhand, and Bihar.
  • Managed office-related tasks, including salary management and documentation, using Excel.
  • Maintained and updated project documentation, including timelines, meeting notes, and progress reports.

Education

Master of Computer Applications - COMPUTER APPLICATIONS

IGNOU
DHANBAD
02-2015

Bachelor of Computer Applications - COMPUTER APPLICATIONS

IGNOU
DHANBAD
02-2013

Skills

  • Customer Support and Escalation Handling
  • Active Directory: User Management, Group Policies
  • Advanced Excel: Pivot Tables, VLOOKUP
  • Database knowledge: MySQL
  • Cloud Services: AWS
  • Operating Systems: Windows, Linux
  • Remote IT Support
  • Networking: TCP/IP, DHCP, DNS, VPN, LAN/WAN, Load Balancing
  • Hardware and Network Troubleshooting
  • Data visualization and reporting

Timeline

Senior Technical Support Advisor

CONCENTRIX
03.2023 - 01.2024

Network Administrator

WIPRO LIMITED
04.2018 - 12.2021

Project Coordinator

UDYOG NIKETAN PRIVATE LIMITED
10.2015 - 02.2018

Master of Computer Applications - COMPUTER APPLICATIONS

IGNOU

Bachelor of Computer Applications - COMPUTER APPLICATIONS

IGNOU

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