Romio Paul
Summary
Seeking a challenging position that allows utilizing qualification, personal ability, and industry experience to experience a prospective life with an organization of repute. A Diploma Engineer in Electronics & Telecommunication with 10+ yrs. Of qualitative experience in IT Industries. Understanding of WINDOWS servers, client OS & OUTLOOK. Knowledge in Windows server 2008/2012 R2, Microsoft Active Directory, DNS, DHCP. Adept in analyzing information system needs, evaluating end-user/organizational requirements, custom designing solutions, troubleshooting for complex Systems Environment. Knowledge and understanding of the latest technologies to meet organizational requirements. Hard Working, Pleasant Personality, Focused, Strong communication, sync. with new technological concepts quickly and utilize the same in a productive manner.
Overview
10
10
years of professional experience
Work History
Technical Support Associate
Tech Mahindra
02.2024 - Current
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
- Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.
- Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
- Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.
- Utilized remote assistance tools to diagnose and resolve technical issues, minimizing downtime for clients.
Senior Associate
Wipro Ltd
07.2019 - 01.2024
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand root of problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk clients through series of actions, either via phone, email, or chat, until they've solved technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Refer to internal databases or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in form of notes and manuals.
- Maintain jovial relationships with clients.
Consultant
Adecco India (P) Ltd
05.2016 - 06.2019
- New system installation, Configure, Migration, Updating.
- At time support by logging in remotely to fix problem.
- Configure outlook, mail back-up & troubleshoot related Issues.
- Updating OS & Other Patches on end-user system.
- First-level analysis of any support issue.
- Data analysis & operation.
- Communication with diverse customer types and field personnel.
- Managed onsite personnel and liaised between team and senior management.
Associate Customer Engineer
HCL Services Ltd
08.2014 - 05.2016
- Installation, upgrading, support, and troubleshooting XP, Windows 7 and Microsoft Office 2007, and another authorized desktop application.
- Installation, upgrading, support, and troubleshooting for printers, computer hardware, and authorized peripheral equipment.
- Perform general preventive maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment.
- Perform remedial repairs on computers, laptops, printers, and other peripheral equipment.
- Customized desktop hardware to meet users' specifications and site standards.
- Return defective equipment/parts to maintenance inventory, document customer repairs maintain, and restocks assigned part to ensure proper spare parts.
- Installation and configuration of windows server, network printer.
- Manage service requests of customers as per requirement.
Education
Diploma - Electronics and Telecommunication Engineering
Technique Polytechnic Institute
Hooghly05.2014
Higher Secondary Examination - Science
Naihati Narendra Vidyaniketan
Naihati04.2010
Madhyamik -
Hooghly Collegiate School
Chinsurah04.2008
Skills
- Technical issues analysis
- Data recovery
- Desktop support
- Customer service expert
- Technical Support
- Remote Support
- Software Installation
- Ticket management
- Technical Troubleshooting
Personal Details
Date of Birth : 23rd April, 1992
Address : No.3 Bijoynagar, Naihati, North 24 Parganas, West Bengal, PIN: 743165
Marital Status : Single
Nationality : Indian
Language Proficiency : Bengali, Hindi, English
Timeline
Technical Support Associate
Tech Mahindra
02.2024 - Current
Senior Associate
Wipro Ltd
07.2019 - 01.2024
Consultant
Adecco India (P) Ltd
05.2016 - 06.2019
Associate Customer Engineer
HCL Services Ltd
08.2014 - 05.2016
Diploma - Electronics and Telecommunication Engineering
Technique Polytechnic Institute
Higher Secondary Examination - Science
Naihati Narendra Vidyaniketan
Madhyamik -
Hooghly Collegiate School
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