Hi, I’m
Shreyas BKT
SW Tech Support Associate
Bangalore
Summary
Flexible hard worker ready to learn and contribute to team success and goal-oriented. Forward-thinking when reviewing project requirements to determine precise solutions. Composed professional when working under tight schedules and limited budgets to achieve innovative designs meeting and exceeding objectives.
Overview
10
years of professional experience
1
Language
Work History
Accenture
Workstation Engineer
05.2017 - Current
Job overview
- Create system image using MDP and testing system along with testing the drivers
- Testing the latest java applications and assisting in getting the software upgraded to Accenture all over the world with Accenture image
- Finding the vulnerable application which is non managed by Accenture and making sure that latest version of software is installed (non-vulnerable software)
- Remediation of software and also creating and deploying the software through SCCM and Auditing the installing
- Checking for new device drivers(Printer,Display,bluetooth ETC) and also getting updated to latest version
NTT data services (Previously Dell)
Service Desk Analyst
08.2016 - 04.2017
Job overview
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly
- Collaborated with other teams to ensure successful resolution of customer inquiries
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices
- Provided remote assistance to customers when required via phone or remote desktop tools
- Responded promptly to customer emails regarding any IT related queries
- Provided telephone support to staff members who require assistance with their computers or network connections
- Provided first-level technical support to customers with IT related issues
- Troubleshot and resolved hardware, software, network, and peripheral device problems
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- KPI Monitoring and also handled team of 15 along with training
Mphasis
Service Desk Associate
06.2014 - 08.2016
Job overview
- Provided technical support to customers via phone, email, and chat
- Resolved customer inquiries in a timely manner with an emphasis on customer satisfaction
- Maintained accurate records of customer interactions, inquiries, and resolutions
- Assisted with the installation and configuration of hardware and software products for customers
- Tracked service desk tickets using help desk ticketing system
- Investigated complex issues and escalated them to appropriate teams when necessary
- Analyzed trends in customer service requests to identify areas for improvement
- Created user accounts in order to provide access to required resources and services
- Provided remote troubleshooting assistance for end-users experiencing problems with their computers or applications
- Developed best practices guidelines for resolving common service desk issues
- Ensured proper documentation was maintained for all service desk incidents
- Collaborated with other departments to facilitate resolution of customer issues
- Performed routine audits of systems configurations to ensure compliance with company policies
- Generated reports on service desk performance metrics such as response time and resolution rate
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
Education
Sharadha PU College
12th
01.2012
University Overview
GPA: 73
Canara State board
10th
01.2009
University Overview
GPA: 62
Skills
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Timeline
Workstation Engineer
Accenture
05.2017 - Current
Service Desk Analyst
NTT data services (Previously Dell)
08.2016 - 04.2017
Service Desk Associate
Mphasis
06.2014 - 08.2016
Sharadha PU College
12th
01.2012
Canara State board
10th
01.2009
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