Ujjwal Kumar
Delhi
Summary
Dynamic Remote Support Engineer with a proven track record at Thoughtsol Infotech, achieving a 95% first-call resolution rate on the Air India project. Expertise in troubleshooting and system upgrades, combined with strong team management abilities. Proficient in ServiceNow and asset management, consistently delivering exceptional technical support and enhancing user satisfaction. Aiming to leverage technical skills to further improve operational efficiency in future roles.
Overview
3
3
years of professional experience
Work History
Remote Support Engineer
Thoughtsol Infotech Private Limited | Air India Project
Gurugram
04.2024 - Current
- Resolved service requests by individually troubleshooting and addressing user issues.
- Closed 95% of trouble tickets on the first call, without escalation.
- Assisted end users with diagnostics to resolve issues.
- Provided software support and general technical solutions for operational, database, and security requirements in applications.
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting, and issue resolution to maintain system performance levels.
- Provided prompt assistance to customers via phone and email, effectively troubleshooting hardware, software, and operating system-related problems; achieved an impressive 88% resolution rate.
- Provide comprehensive Azure support, including password reset, MFA reset, and BitLocker key generation.
- Supervise a team of junior engineers and provide training for new employees.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Monitored system performance and recommended upgrades to improve efficiency and reliability.
- Utilized advanced technical expertise to improve support processes and streamline customer service actions.
Technical Support Engineer
Micro Network (India) Private Limited
Nehru Place
08.2023 - 03.2024
- Assembling and disassembling an all-in-one computer and laptop, including Windows and hardware troubleshooting, etc.
- Monitored inventory levels and informed management when additional supplies were needed.
- Maintained accurate records of product counts and materials used during assemblies.
- Ensured work areas were kept clean and organized at all times.
- Reported any safety hazards or defective parts encountered during assembly operations.
- Followed standard operating procedures while performing tasks on the assembly line.
- Asset Management.
- Recognized defective material and reported issues to management.
- Completed component assembly with minimal supervision to meet deadlines.
- Collaborated with team members to complete demanding projects under tight deadlines.
- Installation and Configuration of Printer.
- Inventory Management.
- Troubleshooting Computer Hardware.
- Expert in Assembling and Disassembling a Computer or Laptop.
- Window and hardware troubleshooting of desktops and laptops.
- Installation of Operating Systems and Software.
- Handle the data center server, create users, and manage data access.
Desktop Support Engineer
New Shop C-Store Network Private Limited
Okhla Phase 3
08.2022 - 08.2023
- Window and hardware troubleshooting of desktops and laptops.
- Network troubleshooting.
- Outlook Configuration
- Stock Management.
- Wi-Fi Installation in the Store.
- Deal with franchise partners and their queries.
- Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction.
- Installation of new desktops and laptops for new employees according to their work.
- Interacted with vendors regarding purchase orders, invoice payments.
- Maintained inventory of all equipment, software licenses and warranties.
- Collaborated with IT team members to share knowledge and improve support processes.
IT Associate
Spectrum Insurance Broking (P) Limited
Wazirpur Industrial Area
11.2021 - 08.2022
- Stock Management
- Outlook Configuration
- Network troubleshoot
- Installation of the Operating System and Software.
- Window and hardware troubleshooting of desktops and laptops.
- Handle the data center server, create users, and manage data access.
- Manage Dialer Server, create users, and campaigns, and manage IDs.
- Assembling and Disassembling Desktops.
- Manage wired landline.
- Installation of Windows Server 2016 and roles: AD DS, DHCP, AD DS, etc.
- Served as first point of contact for incoming technical service calls and emails.
Education
B. Com -
Delhi University
Delhi12.2022
Jetking Certified Hardware and Networking Engineer -
Jetking
Azadpur10-2021
12th Class -
Govt. Boys Sr. Sec. School Nathupura
Burari03.2019
10th Class -
Govt. Boys Sr. Sec. School Nathupura
Burari03.2017
Skills
- ServiceNow
- Incident Management
- Asset Management
- Inventory Management
- Assembling and disassembling a desktop and a laptop
- Computers and laptop troubleshooting
- Installation and Configuration of Printer
- Help Desk Support
- Software installation
- Linux Systems
- Time management
- System Upgrade
- Team management
- Operating System
- Hardware Replacement
- Hardware installation
- Installation and configuration of Linux
- System configuration
- Application installations
- Virtual Technical Assistance
Languages
- Hindi
- English
Personal Information
- Date of Birth: 12/30/00
- Gender: Male
- Marital Status: Single
Disclaimer
- I hereby declare that the information mentioned is true to the best of my knowledge
Timeline
Remote Support Engineer
Thoughtsol Infotech Private Limited | Air India Project
04.2024 - Current
Technical Support Engineer
Micro Network (India) Private Limited
08.2023 - 03.2024
Desktop Support Engineer
New Shop C-Store Network Private Limited
08.2022 - 08.2023
IT Associate
Spectrum Insurance Broking (P) Limited
11.2021 - 08.2022
B. Com -
Delhi University
Jetking Certified Hardware and Networking Engineer -
Jetking
12th Class -
Govt. Boys Sr. Sec. School Nathupura
10th Class -
Govt. Boys Sr. Sec. School Nathupura
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