Raman Verma
Sr. Technical Analyst
New Delhi
Overview
15
15
years of professional experience
2
2
Certificates
3
3
Languages
5
5
years of post-secondary education
Work History
Sr. Technical Analyst
Aximo Infotech Pvt. Ltd.
Noida. UP
08.2019 - 12.2022
- Providing technical / application guidance to Data Analyst and support team.
- Identifying, preparing, interpreting and resolving data issues.
- Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and video.
- Priorities and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables
- Trouble Shooting and Problem Solving. Think quickly and react to customer-impacting situations.
- Issues that are very complex, and technical, and require additional debugging are escalated to product development team.
- Responsible for customer inquiries regarding products, features and compatibility.
- Documenting, tracking and monitoring problem to ensure timely resolution.
Sr. Technical Analyst
Grandus Global
Noida, UP
06.2017 - 08.2019
- Providing technical support to customers and tech team and resolving escalated issues.
- Responding to telephone calls, email and personnel requests for technical support.
- Documenting, tracking and monitoring problem to ensure timely resolution.
- Route problems to internal 2nd and 3rd-level IT support staff.
- Maintaining daily data of customer-resolved queries & cases according to CRM records.
- Resolution of regular upcoming issue with Microsoft Outlook, installation, upgrade and troubleshooting Windows operating system (8, 8.1 & 10) Mac OS.
- Troubleshooting for laptops, desktops, wireless routers & printers.
Sr. Technical Support Executive
Ozone Labs Pvt Ltd
Noida, UP
02.2017 - 06.2017
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Supervise work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring greater level of personalized care and greater length.
- Escalated support desk tickets to Level 3 in most crucial circumstances and after considerable time had been spent on single ticket.
- Answer clients' inquiries regarding computer software or hardware operation to resolve problems.
- Installation and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Configure wide area network (WAN) or local area network (LAN) routers or related equipment.
- Troubleshoot network or connectivity problems for users and peripheral devices.
- Installation of network software, including security or firewall software.
Sr. Technical Support Executive
WINSURF TECHNOLOGY PVT LTD
Noida, UP
02.2015 - 11.2016
- Provided Tier 2 IT support to non-technical internal users through desk-side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted client support representatives in troubleshooting and resolving proprietary software & hardware-related problems and helping resolve various technical questions.
- Assisted clients with general support for hardware, peripherals, network connections, and external software.
- Daily maintained data in CRM records of resolved and unresolved cases.
- Knowledge of Microsoft technologies including Windows Server, Active Directory, and Exchange.
- Knowledge of basic understanding of ERP Applications.
- Knowledge of Information Technology Infrastructure Library (ITIL) framework.
Sr. System & Networking Engineer
INDORISTECH
Rohini, New Delhi
05.2011 - 10.2014
- Installation and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Planning and Designing new Network topology for school computer labs, institutes and offices.
- Providing Annual Maintenance Contract Support, and helped to filed Engineer when they were unable to resolve customer queries and issues.
- Reassemble machines after making repairs or replacing parts.
- Providing quotations for new computer systems and guiding customers or clients when they are required to buy new peripheral devices, hardware and networking equipment.
- Maintaining records or taking feedback from customers after work is done by me or field engineer.
- Assembling new Computer systems and installing and configuring Operating Systems and software.
Network & Retail Software Administrator
MOUNT CLOTHING LTD
New Delhi
04.2010 - 03.2011
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Integrate fixed wireless connectivity into facilities requiring high-speed networks.
- Create, maintain, and enter information into databases.
- Operated office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Maintained logs of activities and completed work.
- Provided technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout product development and implementation process.
- Create, manage, or automate orders or invoices, using order management or invoicing software.
- Maintained and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
System & Network Engineer
RICHLOOK GARMENTS PVT LTD
New Delhi
02.2008 - 12.2010
- Installed important security and functionality patches to maintain optimal protection against intrusion and system reliability.
- Provided comprehensive training to internal and outside warehouse users to optimize systems maintenance and resolve recurring issues.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Completed reports detailing network and systems performance and downtime issues.
- Migrated data from legacy system to Ginesys Retail Software with Oracle databases.
- Maintained current software licenses for employee computers and servers.
- Attended meetings to deliver status reports to IT Operation Head.
- Guiding and helping to company showroom franchise manager to operate or making billing on retail software.
- From time to time updating new schemes on warehouse server for franchise showroom.
Education
CCNA - Cisco Certified Network Associate
CISCO
Cisco Systems, Inc.,San Jose, California 10.2020 - 10.2023
Bachelor of Arts -
INDIRA GANDHI NATION OPEN UNIVERSITY
NEW DELHI 06.2011 - 06.2013
Skills
Technical Support
undefinedCertification
CCNA
Timeline
CCNA - Cisco Certified Network Associate
CISCO
10.2020 - 10.2023
Sr. Technical Analyst
Aximo Infotech Pvt. Ltd.
08.2019 - 12.2022
Sr. Technical Analyst
Grandus Global
06.2017 - 08.2019
Sr. Technical Support Executive
Ozone Labs Pvt Ltd
02.2017 - 06.2017
Sr. Technical Support Executive
WINSURF TECHNOLOGY PVT LTD
02.2015 - 11.2016
MCP & CCNA (Training)
08-2012
Bachelor of Arts -
INDIRA GANDHI NATION OPEN UNIVERSITY
06.2011 - 06.2013
Sr. System & Networking Engineer
INDORISTECH
05.2011 - 10.2014
Network & Retail Software Administrator
MOUNT CLOTHING LTD
04.2010 - 03.2011
System & Network Engineer
RICHLOOK GARMENTS PVT LTD
02.2008 - 12.2010
Summary
IT Technical Analyst / IT Technical Support with 7 years of experience in the Finance domain, adept at resolving complex network issues. Critical thinker who addresses customers support issues quickly and consistently exceeds Performance standards. Level-headed and calm in stressful situation with well-developed skills. A challenging and responsible position which would help to improve IT technical support skills,
Accomplishments
Handle escalate cases resolved 75-80% without Refund.
Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers. Supervised tech team of 40 staff members.
Marital Status
Married
Address
114A,1st Floor, Single Storey, Ramesh Nagar, New Delhi - 110015
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