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SAURAV SHARMA
Desktop Engineer
Nangal Dam,Punjab
Summary
Results-oriented Desktop Support Engineer with 4+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.
Overview
3
3
Languages
11
11
years of post-secondary education
5
5
years of professional experience
Work History
Quality Analyst
Genpact Ltd.
Hyderabad, Telangana
09.2018 - Current
- Developed and maintained quality assurance procedure documentation.
- Monitored inbound and outbound calls made by 120 employees to provide constructive feedback.
- Crafted training materials and ran on-boarding sessions to train 60 incoming team members.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Partnered with management to create, develop and implement quality initiatives, resulting in Performance Improvement.
- Performed root cause analysis through Identify corrective actions and Implement the solution .
- Served as information systems liaison with vendors, information services and end-users, making recommendations for optimization of systems and safeguarding overall data integrity.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Desktop Engineer
Impact Infotech Pvt. Ltd.
Baddi, Himachal Pardesh
03.2016 - 08.2018
- Set up and updated equipment for customer use in line with company standards and procedures.
- Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
- Configured VoIP phones according to company standards.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Developed schedule for software maintenance and updates.
- Managed setup and maintenance of workspace management solutions such as Software and updation as per business requirement. .
- Configured and installed computer systems for other sub-organizations.
- Identified scope of problem and provided operational and technical assistance to remedy.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Aligned office departments and increased inter-department communication and data sharing.
Education
High School Diploma -
H.D.N. HIGH SCHOOL
BHANUPALI 04.2007 - 03.2009
Bachelor of Computer Applications - Computer And Information Systems Security
MANAV BHARTI UNIVERSITY
HIMACHAL PARDESH 06.2011 - 06.2014
MBA - Information Technology
Lovely Professional University
Punjab 07.2014 - 11.2020
Skills
Correction action planning
QA methodologies mastery
Technical troubleshooting
Remote Diagnostics
Windows Operating System
TCP/IP
Desktop support
Technical issues analysis
Planning and Coordination
Data backups
Network systems installation
Network repairs and maintenance
Accomplishments
- Supervised team of 64 staff members.
- Awarded with Quality Champ Award two times.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Travelling
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Quality Analyst
Genpact Ltd.
09.2018 - Current
Desktop Engineer
Impact Infotech Pvt. Ltd.
03.2016 - 08.2018
MBA - Information Technology
Lovely Professional University
07.2014 - 11.2020
Bachelor of Computer Applications - Computer And Information Systems Security
MANAV BHARTI UNIVERSITY
06.2011 - 06.2014
High School Diploma -
H.D.N. HIGH SCHOOL
04.2007 - 03.2009