Suraj Kumar
Service Desk Analyst
Ghaziabad
Summary
To work in an organization providing challenging task where I can use my skills and strength in conjunction with the objective and work sincerely with full commitment in according with the organization’s goal. I am a good team player adding value to the task at hand. Love to work in a Creative team environment for optimum utilization of my creative, technical, and software skills. Astute Service desk with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
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Language
Work History
Service Desk Analyst II
Telus International Pvt. Ltd. (Xavient Software solutions Pvt. Ltd.)
02.2022
- VDI management (Image / application / security, Monitoring, and troubleshooting)
- Experience with providing support for remote employees using multiple form factors: Citrix Environments, VDI machines, Avaya/Cisco Telephony Manage Critical and High priority Incidents: Liaising with resolver teams and chasing for updates, monitoring related Incidents to calculate service impact, sending texts/ global emails, communicating
- Updates to customer and internal management, reporting on event after closure
- Troubleshooting with existing hardware, software
- Utilize remote control tools to manage and enforce compliance with standards
- Handling Network monitoring and alarm monitoring for various devices present in the Infrastructure and taking proactive steps towards hardware failure and fault tolerance
- Installation of software and day-to-day maintenance tasks for PCs including troubleshooting the Hardware and Software problems
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams
- Monitored system performance for potential problems or outages and conducted root because analysis of any identified incidents
- Resolved customer inquiries regarding product features, functionality, compatibility, service availability
- Conducted research into software and hardware products to determine their suitability for customer needs
- Implemented changes requested by customers in a timely manner while ensuring accuracy of data entry into ticketing system
- Collaborated with other members of the IT team to ensure successful resolution of customer requests within established SLAs
- Ensured compliance with company policies related to security standards when providing technical support
- Managed inventory levels of spare parts used in repairs and upgrades
- Coordinated with vendors for purchasing parts necessary for repair and upgrade work
- Used remote login tools to assist clients with technical and product questions
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs
- Classify and prioritize the incidents / service requests / change requests as per the defined Categories, urgency and impact
- Account
Back Office Analyst I (Help desk)
PS Intelegencia Analytics Pvt. Ltd.
04.2020
- Taking care of customer queries related to their orders over e-mail (Zendesk)
- Resolving issues related to returns, refund and order status
- Managing quality along with quantity of tickets
- Managing SLAs and C-Sat/D-Sat score
- Giving a proper end to end solution to their queries related to their orders
- Reaching management/TL beyond the limits for customer satisfaction
- Answering Tickets within the time frame.
Costumer Service Executive
Reussite Technologies Pvt. Ltd.
08.2016
- Coordinating with Field Engineer, Backline Engineers and Customers on issues
- Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations
- The objective is to drive client satisfaction through the delivery of an Quality and Timely service
- Resolve Incidents within the specified Service Level Agreements
- Provide specialized investigation and diagnosis of all Incidents and verify resolution with end-users, and resolve assigned Incidents accordingly
- Monitoring the effectiveness of incident management and making recommendations for improvement by reviewing and auditing the incidents.
Education
Skills
CMSPSNOWCreating and Managing Active Directory Users, Groups and Profiles by assigning Respective permissionsExperience in configuring & troubleshooting various hardware & software related issues in Windows ServerConfigure user account in AD, using group policy, configure DNS, DHCPChange domain password, add user in Group policy Active directoryCreate and Delete user in Active directory
Hardware Support
Service Level Agreements
Technical Support
Client Relations
Client Relationship Management
Remote Technical Support
Network Troubleshooting
Database Management
Performance Assessment
Remote Support
Escalation Management
Personal Information
- Father's Name: Mr. Santosh Kumar
- Date of Birth: 10/24/93
- Gender: Male
- Marital Status: Single
Personal Qualities
- Ability to work accurately and pay attention to details.
- Capable of grasping new concepts quickly.
- Accurate and precise in all projects and assignments
- Analytical and problem solver.
Confirmation
I hereby confirm that all the information provided in this resume is true to best of my knowledge.
Extracurricular Activities
Boxing. Handball.
Timeline
Service Desk Analyst II
Telus International Pvt. Ltd. (Xavient Software solutions Pvt. Ltd.)
02.2022
Back Office Analyst I (Help desk)
PS Intelegencia Analytics Pvt. Ltd.
04.2020
Costumer Service Executive
Reussite Technologies Pvt. Ltd.
08.2016