Shashank Kumar
Technical Support Engineer
Noida
Summary
Seeking employment as a Technical Support Analyst in the organisation where I can apply my expertise and knowledge in developing scalable networks while ensuring optimal performance levels are always maintained. Also, would like to use my 2.6 years of experience in IT infrastructure management, system monitoring, diagnostics and troubleshooting techniques and identifying potential problems before they occur while providing top notch customer service.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Analyst (RDS L1.5)
HCL Technologies
Noida
08.2022 - Current
- Acted as a Remote Desktop support for the client
- Took responsibility for day-to-day activities of project & accountability for the day-today delivery of the contracted services
- Ensure that continues support to onshore clients and offshore management
- Ensure all problems are dealt with in time and professional Manner
- Worked closely with the different stakeholders to enable faster decision making and problem resolution
- Support offshore teams in presenting high quality deliveries
- Present periodic status reports and works as first escalation point of offshore related issues
- Understanding client requirements and contributing in preparation of roadmap.
Analyst
HCL Technology
Noida
10.2021 - 08.2022
- HCL has been engaged with Ericsson Global and has been consistently supporting them in service desk
- I have supported all the received requests through call, chat and Email
- Analyzed issue to identify troubleshooting methods needed for quick remediation
- Provide IT support to non-technical internal users through desk side support services
- Experience with Microsoft Office including PowerPoint and Outlook (Profile recreate, Repair Office, Microsoft Office installation, Update all Add-ins) and Outlook Encryption email
- Basic LAN troubleshooting connectivity
- Experience with VPN (Pulse secure, Global protect and Cisco) troubleshooting skills
- Experience with Active Directory (password reset)
- Experience with Reinstallation Citrix workspace
- Experience with drivers (Network Driver, Audio Driver, Display Driver, Mouse and keyboard Drivers)
- Experience with SAP (Password related issue, Access related issue)
- Experience with installation application through software center and company Portal.
Education
Civil Engineering - undefined
Sarvepalli Radhakrishnan University
Bhopal, India 08.2017 - 7 2021
Science - undefined
Higher secondary school
Vaishali, India 04.2016 - 3 2017
Science - undefined
High school
Gopalganj, India 04.2015 - undefined
Skills
Customer Handling
Accomplishments
- Got promoted from Service Desk (L1) to RDS (L- 1.5) within a year of Span.
Web
https://www.linkedin.com/in/shashank-kumar-25aa78148
Personal Information
- Date of Birth: 03/18/98
- Nationality: INDIAN
Timeline
Analyst (RDS L1.5)
HCL Technologies
08.2022 - Current
Analyst
HCL Technology
10.2021 - 08.2022
Civil Engineering - undefined
Sarvepalli Radhakrishnan University
08.2017 - 7 2021
Science - undefined
Higher secondary school
04.2016 - 3 2017
Science - undefined
High school
04.2015 - undefined
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