Simran
Summary
Dynamic Analyst with proven expertise at HCL Tech, specializing in ticket resolution and performance monitoring. Demonstrates strong troubleshooting skills for complex technical issues while effectively training junior staff. Leverages SQL data analysis and stakeholder management to enhance operational efficiency and deliver exceptional customer support. Committed to continuous improvement and driving team success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Analyst
HCL Tech
03.2023 - Current
- Diagnosed software and hardware issues effectively and efficiently.
- Provided technical support to Tier 1 and Tier 2 customer inquiries.
- • Provided technical assistance to global users (across 6 continents), ensuring timely resolution of tickets within SLA
- Collaborated with engineering teams to resolve complexchnical problems.
- Documented troubleshooting processes and solutions in knowledge base.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Trained junior staff on best practices for customer interactions and technical resolutions.
- Assisted customers with account management, software installations, and configuration settings.
- Monitored performance of networks and systems in order to prevent outages or slowdowns during peak times.
Bachelors in Computer Application
GVM Institute of Technology and Management
08.2019 - 07.2022
Education
Bachelors - Computer Application
GVM Institute of Technology and Management
07.2022
Skills
- Ticket resolution
- Performance monitoring
- Technical support
- IT support
- Ticketing and ITSM
- Basic networking concepts
- Incident management
- Technical documentation
- Stakeholder management
- Ticketing and ITSM
- SQL data analysis
- Java programming
- Excel spreadsheet management
- PowerPoint
- Citrix
- CyberArk
- UNIX and Linux-based tools
Certification
- Java, GTB Institute, ISO Certification
- SQL, Udemy
Accomplishments
- Achieved best new joiner by completing all my tasks with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Supervised a team of 15 staff members.
Timeline
Analyst
HCL Tech
03.2023 - Current
Bachelors in Computer Application
GVM Institute of Technology and Management
08.2019 - 07.2022
Bachelors - Computer Application
GVM Institute of Technology and Management
Similar Profiles
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Suraj Prasad KhilarSuraj Prasad Khilar
Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )
Kalairani KKalairani K
Supply Chain Analyst / Buyer / Configuration Analyst (Team Lead) at HCL TechSupply Chain Analyst / Buyer / Configuration Analyst (Team Lead) at HCL Tech
Atmakuru Naga RevathiAtmakuru Naga Revathi
Graduate Engineer Trainee at HCL TechGraduate Engineer Trainee at HCL Tech
Joel A. MapesJoel A. Mapes
Analyst at Alarm CentralAnalyst at Alarm Central