Rishab Kumar
Enginner
Howrah
Summary
To be in a position that can absorb my training and skills, helping me in adding more value and success to the overall growth of the company.Looking forward to be a part of your organization and lead it adding values,creativity,team building and ensure to bring all of us to new certain heights and success as a team.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Lead Technical Support Specialist
IHS
Ahmedabad
03.2023 - Current
- Leading support and internal teams in their functions around hiring, training, and managing the support services for our customers.
- Measuring performance through ticketing system, data, work and encouraging our employees to work on the specific areas that enables to improve and boost their performance.
- Introduced and implemented IT projects for various application enterprises.
- Improved systems with addition of new features and infrastructure.
- Presented business leaders with ROI estimations to drive project planning.
- Educated stakeholders on data protection tactics to reduce breaches.
- Taking responsibility for successful delivery against established team SLAs and KPIs.
- Customer obsessed leader with a hyper focus on problem resolution to ensure customer satisfaction and put smile on client face.
- Ability to learn quickly and pick up tools, systems, and processes in a short amount of time.
- Engagement with developement, testing team and working closely with team on various projects, building HL7 interfaces for our clients with different vendors, different EMR's with Darwin based AI, our Internal Messaging interface like Teams.
- Experience handling on all kinds of applications, EMR's, eCW, PACS,Office365 (complete set-up), Sonicwall VPN, Syncro, SIP5, GDMS, Sepstream, Active Directory, all softwares and hardwares like devices, Cameras, V-Count, Scanners, Printers etc. all devices that can be calibrated or troubleshooted remotely.
- Engagement with clients,resolving queries,managing clients Comcast, AT&T network and phones, fax accounts, handling all escalated cases with the best resolutions.
- Handling Internal IT management as well Client end IT support, engaging with development team ensuring new implementations, patches upgrade, working closely together to bring out the best new web based interfaces, applications and managing SLA of all the tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to all technical support needs.
- Collaborated with Director and team to escalate and address customer inquiries or technical issues with best possible resolutions.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Process Executive(Graphic Design Marketing)
XL Dynamics
Kolkata
02.2022 - 07.2022
- Worked as Process Executive in XL Dynamics for Marketing Team
- Below are my job responsibilities that I was accountable for :Senior
- Led methodology development to outline basic process parameters for operations.
- Spearheaded organizational development efforts, incorporating macro-level business process enhancements.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
- Oversaw change management duties during new business process onboarding, reducing productivity interruptions.
- Prepared accurate documents for customer and business needs.
- Employed data modeling technologies to simulate business process alterations, ascertaining maximum ROI with minimal associated risk.
- Engineered process modernization efforts to evaluate and replace legacy protocols with more efficient methods.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Inputted and submitted client information to facilitate speedy processing of paperwork.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Investigated basic issues and escalated more complicated concerns.
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Created organized filing system to manage department documents.
- Coordinated office events, seminars and meetings for staff and clients.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Built and managed processes for tracking and monitoring department performance.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Organized and updated databases, records and other information resources.
Senior Associate
Wipro Technologies
Kolkata
10.2019 - 01.2022
- Worked as Senior Associate for 2.5 years in Wipro Technologies where I managed all the levels of work and operations i.e
- L1, L2 and L3
- Below are my following job responsibilities :
- Spoke to customers in native language to increase loyalty and establish relationships.
- Trained and supported new team members, maintaining culture of collaboration.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Developed new sales opportunities through development and rollout of promotional plans.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Defined work plans in alignment with stakeholder requirements.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Provided product price information to customers.
- Worked varied hours to meet seasonal and business needs.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Greeted customers and offered assistance for increased customer satisfaction.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Managed customer relations through communication and helpful interactions.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Utilized customer feedback to improve product offerings.
- Maintained relationships with customers to maximize sales opportunities.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Trained and mentored junior staff on customer service strategies and techniques.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Analyzed customer data to identify trends and anticipate customer needs.
Education
B.Tech in Information Technology - undefined
College of Engineering and Management
Kolaghat, West Bengal 08.2015 - 05.2019
Higher Secondary - undefined
Naval's National Academy
Gorakhpur, Uttar Pradhesh 04.2011 - 05.2013
Secondary - undefined
Budge Budge St. Thomas Memorial School
Budge Budge, West Bengal 05.2011 -
Skills
Desktop Management SupportApplication SupportIT Inventory ManagementMicrosoft 365 OfficeCitrix WorkspaceProviding Training and Team BuildingExcellent Communication SkillsLMI SupportWindow's and Mac troubleshootingHome Automation using Python and Google APIPHP With MYSQL (Hotel Booking Website) from Webtek Labs
Fluent in [Language]
Customer Relations
Expert in [Software]
Technical Analysis
Product development
System upgrades
System installations
Fluent in [Language]
Infrastructure planning
Program installations
Hardware knowledge
System engineer
Personal Information
- Date of Birth: 11/22/95
- Gender: Male
Timeline
Lead Technical Support Specialist
IHS
03.2023 - Current
Process Executive(Graphic Design Marketing)
XL Dynamics
02.2022 - 07.2022
Senior Associate
Wipro Technologies
10.2019 - 01.2022
B.Tech in Information Technology - undefined
College of Engineering and Management
08.2015 - 05.2019
Secondary - undefined
Budge Budge St. Thomas Memorial School
05.2011 -
Higher Secondary - undefined
Naval's National Academy
04.2011 - 05.2013