Summary
Overview
Work History
Education
Skills
Tools Used
Accomplishments
Languages
Timeline
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SUMIT KUMAR

SUMIT KUMAR

NEW DELHI

Summary

Experienced senior analyst with more than 2 years of experience in L1 technical support . Excellent reputation for resolving problems on hardware and software issues, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Overview

2
2
years of professional experience

Work History

Senior Analyst

HCL Tech (Through Savantis solution)
New Dehi
01.2024 - Current
  • Provided real-time technical support to customers via phone, email, and chat.
  • Install/uninstall various software and upgrade equipment when necessary. Monitor and maintain/reduce the queue size.
  • Increased customer satisfaction by providing them technical support within SLA.
  • Supporting software like MS Teams, Outlook, MFA, Printer, Network Printer, Intune, and others.

Dispatch Supervisor

DNA GROWTH
MOHALI,PUNJAB
05.2022 - 01.2024
  • Track record of Drivers data and provide technical support.
  • Supporting and guiding user basic system related issues and basic troubleshooting.
  • Manage calls/chat/emails simultaneously.
  • Resolved payment related problems, improved operations and provided exceptional client support.
  • Maintained problem tracking system and ran diagnostic software to verify properly operating equipment.
  • Creating ticket for every level and route ticket as per issue.

Education

Bachelor of Arts - Economics

Kalinga University
Raipur,India
08-2020

Skills

  • Service desk support
  • Service Level Agreements
  • Hardware troubleshooting
  • Technical Troubleshooting
  • Remote Support
  • Multitasking
  • Windows System
  • Mac OS

Tools Used

  • Assyst & Service now (Ticketing)
  • Bold 360 & Hercules (Chat)
  • Hercules & Assyst (Calls)
  • LMI & Impero guest (Remote Access)

Accomplishments

  • Received Various appreciation from end users for quick and appropriate resolution.

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Senior Analyst

HCL Tech (Through Savantis solution)
01.2024 - Current

Dispatch Supervisor

DNA GROWTH
05.2022 - 01.2024

Bachelor of Arts - Economics

Kalinga University

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SUMIT KUMAR