Sandhya B
Bengaluru
Summary
Experienced Help Desk Administrator skilled in providing frontline technical support, issue resolution, and customer service. Proficient in troubleshooting protocols, system upgrades, and preventive maintenance. Demonstrated problem-solving abilities and sound judgment to ensure seamless network operations. Made significant contributions to improving system performance, reducing downtime, and enhancing user satisfaction.
Overview
4
4
years of professional experience
Work History
Helpdesk Administrator
Akamai Technologies
Bengaluru
07.2012 - 09.2012
- Assisted end users in resolving hardware and software problems.
- Provided technical support to customers via phone, email, and in person.
- Created user accounts, groups, and profiles on Windows servers.
- Ensured compliance with established policies and procedures regarding data security and privacy.
- Resolved network connectivity issues.
- Analyzed system logs and identified potential issues with computer systems.
- Ensured technical issues were resolved satisfactorily through proactive client follow-up.
- Monitored system performance and responded to alarms or alerts.
- Conducted training sessions for new hires, covering support processes, procedures, and the knowledge base.
Technical Support Representative
E4E Business Solutions
Bengaluru
03.2010 - 02.2012
- Installing, configuring, and troubleshooting Windows XP, Vista, and 7.
- Troubleshoot issues on Active Directory Services.
- Resolved issues related to hardware, software, and connectivity by remotely logging into user computers and diagnosing/troubleshooting problems with IE, Microsoft Office package (including Outlook, Excel, Word, PowerPoint), Adobe Reader, and internal applications.
- Troubleshooting Outlook 2007, Outlook 2010, MS Office, Active Directory, and networking.
- Experience with networking issues like TCP/IP troubleshooting tools in Windows XP, connecting home network issues.
- Working knowledge of Microsoft Word, PowerPoint, and Excel.
- Troubleshooting on Windows 98, Windows 2000, Windows XP, and Windows Vista.
- Troubleshooting experience on windows applications like IE6, IE7, WMP and Internet Connections(Cable\DSL\Dialup)
- Troubleshooting for LAN connectivity.
Support Engineer
Microland
Bengaluru
06.2008 - 12.2009
- Troubleshooting on LAN/WAN.
- Troubleshooting on APs and routers.
- Troubleshooting on Windows XP, 7, and Vista.
- MS Outlook troubleshooting.
Education
Bachelor of Commerce -
Gitam University
BengaluruSkills
- Training abilities
- Incident Management
- System Administration
- Hardware understanding
- Security awareness
- Performance evaluation conduction
- Remote Support
Affiliations
- Travelling
- Listening to Music
- Personal Development
- Volunteering
Accomplishments
- Achieved 87% average customer satisfaction, 15% above company average.
- Secured highest upselling in team, $1900 in one month.
- Resolved 95% of helpdesk incidents within 24 hours.
- Completed 150 work requests monthly, exceeding targets by 20%.
- Trained 20+ employees on IT support processes.
Languages
Kannada
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Helpdesk Administrator
Akamai Technologies
07.2012 - 09.2012
Technical Support Representative
E4E Business Solutions
03.2010 - 02.2012
Support Engineer
Microland
06.2008 - 12.2009
Bachelor of Commerce -
Gitam University
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