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SHOHIL KHAN
Desktop Support Engineer
New Delhi,Delhi
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented IT Support Engineer with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
1
1
Certificate
Work History
IT Support Engineer
Ncubate India Service PVT LTD
Gurgaon
08.2019 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
High School Diploma -
Govt Boys Sr Sec School
New Delhi 05.2015 - 04.2016
Bachelor of Arts - Art History
School Of Open Learning Delhi Univercity
New Delhi 05.2016 - 01.2021
Diploma in Hardware & Networking. - Hardware & Networking
Jetking Harware & Networking
New Delhi (Dwarka) 05.2017 - 08.2018
Skills
Technical issues analysis
TCP/IP
Desktop support
Mac systems
Data recovery
Software diagnosis
Microsoft Outlook
Customer service expert
Issue troubleshooting
Videoconferencing
Network diagnostics
Ticket support system management
PC component diagnostics
Windows 10
Technical Support
Interests
Certification
Information Technology
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Endorsements in software development and mobile applications.
- Increased number of resolved job tickets by 98% over previous year.
- Promoted to Senior IT Executive after 60 months of employment.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Druva Cloud Base Auto Backup
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
IT Support Engineer
Ncubate India Service PVT LTD
08.2019 - Current
Information Technology
12-2018
Diploma in Hardware & Networking. - Hardware & Networking
Jetking Harware & Networking
05.2017 - 08.2018
Bachelor of Arts - Art History
School Of Open Learning Delhi Univercity
05.2016 - 01.2021
High School Diploma -
Govt Boys Sr Sec School
05.2015 - 04.2016