Susheel Pathak
Noida
Summary
Experienced Senior Associate with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency.
Overview
8
8
years of professional experience
Work History
Helpdesk Senior Associate
NTT Data Services
Noida
- Current
- Handle tickets send by level 1 related to VDI
- Monitor citrix virtual desktop by remote login to virtual machine to troubleshoot and deploying applications
- Create, reassign, and decommission VDIs
- Remotely install and configure software via SCCM and software repository
- End user support-Desktop support-Windows operating system-Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
Technical Support Advisor
Teleperformance
Gurugram
10.2020 - 02.2024
- Identified, researched and resolved technical issues for customers.
- Installed software applications on customer systems as requested.
- Provided support to customers via telephone, email and online chat.
- Trained users on how to use various software applications or operating systems.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
Senior Representative
Concentrix
Gurugram
06.2016 - 07.2019
- Provided B2C support to UK Clients regarding Broadband.
- Providing remote support for Email issues.
- Initiated and facilitated the ITIL processes: Incident Management, Request Fulfillment.
Education
B.A. In Public Administration -
IGNOU
12.2014
Intermediate, CBSE BOARD -
Indra Gandhi Open School
12.2005
High School, CBSE BOARD -
Kendriya Vidyalaya, Mandovi
03.2002
Skills
- Citrix
- Monitor citrix virtual desktop
- Troubleshoot
- Deploying applications
- Create VDIs
- Reassign VDIs
- Decommission VDIs
- Windows 11
- Windows 10
- Intune
- Active Directory
- LAPS
- Performance monitoring
Timeline
Technical Support Advisor
Teleperformance
10.2020 - 02.2024
Senior Representative
Concentrix
06.2016 - 07.2019
Helpdesk Senior Associate
NTT Data Services
- Current
B.A. In Public Administration -
IGNOU
Intermediate, CBSE BOARD -
Indra Gandhi Open School
High School, CBSE BOARD -
Kendriya Vidyalaya, Mandovi
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