Shrey Raut
Gurgaon
Summary
Support-oriented Service Desk Engineer with a keen ability to address and resolve a variety of technical issues. Equipped with hands-on experience in managing service desk operations, troubleshooting complex problems, and maintaining high levels of user satisfaction. Possesses strong interpersonal skills, a deep understanding of IT systems, and a commitment to continuous improvement. Ready to leverage expertise to enhance support services and drive operational success
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Associate
SoftwareOne
Current - Current
- Customer Support: Provide first-line support to end-users for Technical issue, software, and network-related issues. Resolve technical issues through phone, email, or chat, ensuring a high level of customer satisfaction.
- Incident Management: Log, track, and manage incidents and service requests using ticketing systems. Prioritize and escalate issues as necessary to ensure timely resolution.
- Technical Troubleshooting: Diagnose and troubleshoot issues related to operating systems, applications, and hardware. Utilize knowledge of IT systems to provide solutions or direct users to appropriate support channels.
- System Monitoring: Monitor system performance and alert on potential issues or breaches. Conduct routine checks and maintenance to ensure system reliability and performance.
- Documentation: Maintain accurate and up-to-date documentation of incidents, resolutions, and procedures. Create and update knowledge base articles to facilitate self-service support for users.
- User Training: Assist in training users on new systems, applications, and procedures. Provide guidance and support to help users effectively utilize IT resources.
- Collaboration: Work closely with other IT teams and departments to resolve complex issues.
- Process Improvement: Identify opportunities for improving service desk processes and workflows. Implement best practices to enhance efficiency and service quality.
- Compliance: Ensure adherence to IT policies, procedures, and security standards. Follow up on incidents to ensure compliance with service level agreements (SLAs).
Service Desk
Sagacious IP
07.2022 - Current
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Maintained accurate records of all incidents reported to the Service Desk team.
- Managed day-to-day operations of the Service Desk team, including scheduling shifts and assigning tasks.
Education
Computer Science & Engineering -
Chandigarh University
MohaliHigh School (+2) -
United Academy Secondary School
Lalitpur, KathmanduClass 10th -
Bal Kalyan Vidya Mandir (BKVM)
BiratnagarSkills
- Azure 900
- Active Directory
- Data Analysis
- Software Engineering
- Issue Troubleshooting
- System Administrator
- Technical Support
- Quality Analyst
- Desktop Support Engineering
- Microsoft Apps (Word, Excel, PowerPoint)
- Leadership
- Excellent Written and Verbal Communication
- The ability to analyze complex technical information
- Detail oriented
- Excellent problem solver
- User Support
Languages
- English
- Nepali
- Hindi
Projects
Number Plate Recognition System: Using Python and OpenCV (To read the vehicle number)
Face Recognition System: Using Python and OpenCV
Home Care System: Using JavaScript and Mongo dB (As a file storage system)
Accomplishments
- Received Scholarship in B.Tech
- Python Training, Broadways Infosys, Kathmandu, Nepal
- Campus Country Representative
Certification
- IELTS
- Microsoft Azure 900
Timeline
Service Desk Associate
SoftwareOne
Current - Current
Service Desk
Sagacious IP
07.2022 - Current
Computer Science & Engineering -
Chandigarh University
High School (+2) -
United Academy Secondary School
Class 10th -
Bal Kalyan Vidya Mandir (BKVM)
- IELTS
- Microsoft Azure 900
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