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
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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.)