Saurav Kumar Jha
Tech Support
H-17/269 Ratiya marg, sangam vihar, delhi
Summary
At Ultranet, a seasoned Technical Support Engineer excelled in resolving complex software and hardware issues, enhancing customer satisfaction significantly. Known for exceptional problem-solving and technical troubleshooting skills, adeptly mentored juniors and improved issue resolution techniques. Demonstrated prowess in data management and communication, ensuring effective preventive measures and clear understanding among non-technical users.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Engineer
Ultranet
Sangam Vihar
05.2020 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed approximately 30 incoming calls from customers
Education
Bachelor of Computer Applications - Computer Science
Galgotias University
Greater Noida, India 08.2022 - Current
12 - Science
National Institute of Open Schooling
Delhi, India 05.2021 - 06.2022
Skills
Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Data management in excel
Ticket management
Timeline
Bachelor of Computer Applications - Computer Science
Galgotias University
08.2022 - Current
12 - Science
National Institute of Open Schooling
05.2021 - 06.2022
Technical Support Engineer
Ultranet
05.2020 - Current
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