Sana siddiqui
Fatehpur
Summary
Dynamic IT Support Engineer with a proven track record at Naukri, enhancing system efficiency and resolving complex technical issues. Skilled in Active Directory and incident management, I excel in fostering customer relations and mentoring junior staff. Achieved significant hardware cost reductions through strategic vendor collaborations.
Overview
1
1
year of professional experience
Work History
IT Support Engineer
Naukri
Noida
10.2023 - Current
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Maintained inventory records of all hardware components within the organization's network.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Created technical documentation for internal use by IT staff members.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained up-to-date case documentation for future reference.
- Served as first point of contact for incoming technical service calls and emails.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Maintained positive working relationship with fellow staff and management.
Education
Bachelor of Science - Computer And Information Sciences
Kanpur University
Kanpur 02-2021
Skills
- Proficient in Windows, macOS, and Linux
- Software & Tools: Active Directory, Office 365, Remote Desktop Tools
- Network Problem Resolution
- Proficient in Freshservice Assistance
- Microsoft Office Suite
- Incident management
Timeline
IT Support Engineer
Naukri
10.2023 - Current
Bachelor of Science - Computer And Information Sciences
Kanpur University
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