Customer Service Help Desk
Resume:
RESUME
Neeli Shiva Kumar
Subash Road, Sadasivpet, Telangana State, India-502291
HP:+91-916******* ***********@*****.***
IT HELP DESK TECHNICIAN
Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting
CompTIA A+, MCDST and CCNA R&S trained professional with two years of help desk experience providing software, hardware, client /server and networking technical support.
Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.
KEY SKILLS
Technical Troubleshooting
Hardware Configurations
Software Installs
LAN Connectivity
Phone & Online Support
Client/Server Models
User Training/Support
Customer Service
TECHNOLOGY PROFICIENCIES
Software:
MS Office (Word, Excel, Outlook, Access); instant messaging software.
Browsers:
Internet Explorer, Firefox, Chrome, Safari.
Call-Tracking Tools:
HEAT, Remedy
Hardware:
PCs, Laptops, Telephony Systems, Printers, Routers, Modems
Networking:
LAN & VPN/Remote Connectivity, TCP/IP
Platforms:
Windows and Unix
PROFESSIONAL EXPERIENCE
Working as Freelancer – Sadasivpet, Hyderabad, INDIA
Help Desk Support, Nov 2016 to Till now
Provide first level contact and convey resolution to customer issues.
Properly escalate unresolved queries to the next level of support.
Track, route and redirect problems to correct resources.
Walk customers through problem solving process.
JENPRO INFOTECH PVT LTD Hyderabad, INDIA
Tier 1 Help Desk, Aug 2014 to Aug 2016
Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
Partnered with Tier II and Tier III help desk peers based in the US and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
Received “outstanding” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.
Reason for leaving Job: Relocating
SAHASRA COMMUNICATIONS- Sadasivpet, INDIA
Sales and Marketing Executive, Nov 2012 to June 2014
Develop new Business opportunities to meet trends
Help develop and implement strategic sales plans
Facilitate client requirements meetings-both in person and/or remotely using current online presentation applications
Report weekly sales forecasts
Develop market analysis to identify customer needs, price schedules, and discount rates
Stay current with clients needs competition and industry trends
Deliver sales presentations/ proposals a successful closing rate
Develop and manage client & agency relationships
Reason for leaving Job: As I want a change in career direction.
EDUCATION & CREDENTIALS
BHARATH INSTITUTE OF HIGHER EDUCATION AND RESERACH Chennai, INDIA
B.SC. (IT) - 2012
Trained in Microsoft Certified Desktop Support Technician (MCDST), 2014
Trained in Cisco Certified Network Associate (Routing & Switching) (CCNA), 2014
Trained in CompTIA A+, 2014
LANGUAGES
Spoken, Reading and writing: English / Hindi / Telugu
RESUME SUMMARY
Latest Position : IT Helpdesk Professional
Years(s) of Work Experience : 4 years
Latest Job Function : Support
Latest Industry Sector : Information Technology
Latest Career Level : Middle
Highest Education Attained : Degree
Authorized to work in Singapore : No
Expected Salary : S$1800 (Negotiable)
Availability : Immediately Available
PERSONAL PARTICULARS
Gender : Male
Age : 25
Date of Birth : 06-Aug-91
Nationality : India
Marital Status : Single
Living Location : India
Postal Code : 502291
Race : Indian
National Service : Not Applicable
Passport Info : Indian International Passport
(N5021452)
Has Driving License : Yes
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