Raman Verma
New Delhi
Summary
Dynamic Sr. Technical Support Analyst with extensive experience at Drona Infotech, excelling in printer troubleshooting and network configuration. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Adept at managing antivirus software and leveraging remote support tools to deliver timely resolutions and optimize operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Technical Support Analyst
Drona Infotech IT Services Pvt Ltd.
02.2023 - 09.2024
- Diagnose and resolve printer issues, including connectivity problems, print quality issues, and software errors. Set up and configure printers for users, ensuring proper connectivity and settings.
- Provide assistance to users via phone, email, or chat regarding printer usage and features.
- Educate clients on printer routine maintenance and recommend checkup for printers, including replacing cartridges and cleaning print heads.
- Assist in configuring printers on networks, including IP addressing and driver installation.
- Install and configure antivirus software on user devices, and ensure proper licensing.
- Diagnose and remove malware and viruses from infected systems.
- Provided technical assistance and support to clients with Office 365 applications.
Sr. Technical Analyst
Aximo Infotech Pvt. Ltd.
08.2019 - 12.2022
- Proactively identified, analyzed, and resolved complex data issues, ensuring high-quality data integrity and seamless operations.
- Fostered strong customer relationships by effectively engaging through live calls and remote session, demonstrating exceptional multitasking skills in high-pressure environments.
- Leveraged critical thinking to quickly troubleshoot and resolve customer-impacting situations, enhancing overall customer satisfaction and retention.
- Coordinated with product development teams on escalated technical issues, ensuring a collaborative approach to complex problem resolution.
- Maintained thorough documentation and tracking of issues, ensuring timely resolutions and contributing to process improvements.
Sr. Technical Analyst
Grandus Global
06.2017 - 08.2019
- Provided comprehensive technical support to both customers and internal technical teams, effectively resolving escalated issues and ensuring a high standard of service.
- Responded promptly to technical support requests via phone, email, and in-person, facilitating clear communication and quick resolution of customer concerns.
- Documented, tracked, and monitored technical issues to ensure timely resolutions, contributing to a streamlined support process and enhanced customer satisfaction. Route problems to internal 2nd and 3rd-level IT support staff.
- Efficiently routed complex problems to 2nd and 3rd-level IT support staff, ensuring issues were escalated appropriately and resolved in a timely manner.
- Resolved a variety of common issues, including Microsoft Outlook problems, Windows operating system installations, upgrades, and troubleshooting across versions (8, 8.1 & 10) as well as Mac OS.
- Demonstrated proficiency in troubleshooting laptops, desktops, wireless routers, and printers, ensuring smooth operation and minimizing downtime for users.
Sr. Technical Support Executive
Ozone Labs Pvt Ltd
02.2017 - 06.2017
- Effectively resolved customer complaints and addressed inquiries regarding policies and procedures, ensuring a positive customer experience.
- Supervised the performance of office, administrative, and customer service staff to ensure adherence to quality standards and deadlines, proactively correcting errors and improving processes.
- Collaborated with Level 1 technical support specialists to manage calls that required advanced troubleshooting, ensuring seamless support for customers.
- Assisted customers with complex technical issues, providing tailored solutions and extended support for greater satisfaction.
- Efficiently escalated support desk tickets to Level 3 for critical issues after thorough investigation and extensive time spent on resolution, ensuring timely escalation of urgent matters.
- Responded to client inquiries regarding the operation of computer software and hardware, delivering effective solutions to resolve problems.
- Conducted installations and performed minor repairs on hardware, software, and peripheral equipment in accordance with design specifications.
- Configured wide area network (WAN) and local area network (LAN) routers and related equipment to enhance connectivity and performance.
- Diagnosed and resolved network or connectivity issues for users and peripheral devices, ensuring optimal operation of systems.
- Installed network software, including security and firewall solutions, to safeguard systems and data integrity.
Sr. Technical Support Executive
WINSURF TECHNOLOGY PVT LTD
02.2015 - 11.2016
- Provided Tier 2 IT support to non-technical internal users through hands-on desk-side assistance, ensuring efficient resolution of technical issues.
- Documented support interactions meticulously for future reference, contributing to knowledge sharing and process improvement.
- Assisted clients with general support for hardware, peripherals, network connections, and external software.
- Provided general support for hardware, peripherals, network connections, and external software, ensuring smooth operations for all users.
- Maintained accurate records in CRM systems of both resolved and unresolved cases on a daily basis, supporting effective tracking and reporting.
- Demonstrated knowledge of Microsoft technologies, including Windows Server, Active Directory, and Exchange, to support various IT functions.
Sr. System & Networking Engineer
INDORISTECH
05.2011 - 10.2014
- Installed and performed minor repairs on hardware, software, and peripheral equipment, adhering to design and installation specifications to ensure optimal performance.
- Developed and designed new network topologies for school computer labs, institutes, and offices, enhancing connectivity and operational efficiency.
- Provided comprehensive support under Annual Maintenance Contracts, assisting field engineers in resolving complex customer queries and issues.
- Reassembled machines following repairs or parts replacement, ensuring thorough functionality and user satisfaction.
- Prepared quotations for new computer systems and offered expert guidance to customers on purchasing peripheral devices, hardware, and networking equipment tailored to their needs.
- Maintained accurate records and gathered customer feedback after service completion, fostering continuous improvement and client satisfaction.
- Assembled new computer systems, installed operating systems, and configured software to meet specific user requirements.
Education
Certification Course - Cloud Architect Certification Course (Pursuing)
Simple Learn
CCNA - Cisco Certified Network Associate
CISCO
Bachelor of Arts -
INDIRA GANDHI NATION OPEN UNIVERSITY
Skills
- Skilled in troubleshooting printer problems
- Antivirus software administration
- Network configuration expertise
- Experience with multiple operating systems
- Experienced with LogMeIn and TeamViewer
- Fundamental knowledge of AWS services
Certification
CCNA
MCP & CCNA (Training)
Accomplishments
- Successfully handled escalated cases, achieving a resolution rate of 75-80% without the need for refunds.
- Demonstrated exceptional problem-solving skills by resolving 99.2% of Level 2 tech support tickets independently, minimizing escalations to Level 3 support.
- Proven leader with experience supervising a technical team of 40 staff members, fostering a collaborative environment to enhance performance and customer satisfaction.
Education
Bachelor of Arts
INDIRA GANDHI NATION OPEN UNIVERSITY - NEW DELHI
Languages
English
Hindi
Punjabi
Timeline
Sr. Technical Support Analyst
Drona Infotech IT Services Pvt Ltd.
02.2023 - 09.2024
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
Sr. System & Networking Engineer
INDORISTECH
05.2011 - 10.2014
CCNA - Cisco Certified Network Associate
CISCO
Bachelor of Arts -
INDIRA GANDHI NATION OPEN UNIVERSITY
Certification Course - Cloud Architect Certification Course (Pursuing)
Simple Learn
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