Summary of Qualification
Accomplished and goal-driven with 3+ years of experience in technical support roles ranging from desktop support, to helpdesk ad server support.
Expertise in utilizing technical knowledge to provide support and troubleshooting techniques to clients.
Consistently recognized for providing an exceptional level of customer service and communication.
Adaptable in fast-paced environments.
Excellent problem solving and critical thinking skills.
A self-starter who takes initiative and provides effective support to team members and clients.
Strong written and verbal communications skills.
Professional Experience March 2017 – March 2018
Ericsson, IT & ICT Service, India
Incident Management of High Severity Incidents.
Initiate Bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels. Co-ordinate with multiple teams to get the issue resolved within SLA.
Exposure to ITIL framework. Handle client contacts & engage as & when required. Work with right resources to resolve an issue & make sure the issue is resolved & client is updated.
Log all incidents/service request details, allocating categorization and prioritization codes in COOS Tracker.
Tracks cases to ensure timely response in accordance with Service Level Agreement.
Monitors the incident management system for incidents that are unassigned, not active and breaching.
Verify resolution with GNOC and resolve incidents within SLA. Also, raise manual tickets during BCP (outage).
Review lower severity issues and ensure that the appropriate focus is being given.
Monitoring and Preparing activity reports to clients.
Helping the Service Delivery Manager in achieving service level agreements and field services KPIs.
Provide inputs to review teams for performance improvement.
Professional Experience August 2014 – March 2017
Technical Solutions Engineer
Hewlett Packard, Global IT Infrastructure Outsourcing Services
Printing and Personal Systems, India
Comprehensive scheduling, forecasting and analysis of operational data for our clients.
Identify, research and resolve technical issues raised by high, medium and moderate severity cases.
Responds to email, instant messages, and assigned tickets from clients for different regions.
Providing back line assistance for troubleshooting, installation and configuration of HP Products, Applications and other IT related issues.
Proficient in ticketing tools such as Global Newton, Careforce and BMC Remedy. Knowledge base tools like Partsurfer, SAW, HP Sure Supply and others.
Controlling LAN accounts which allows to reset password and unlock accounts through Active directory.
Provide technical assistance to Authorized Service Providers, Resellers and onsite technicians.
Interaction with clients for process update.
Working Knowledge on Windows Based Operating system (Windows XP/Vista/ 7/8/10) and MAC Operating Systems.
Provide assistance, mentoring and training new hires for various product lines.
Generate Open Case Analysis Reports for the team, to develop the team's performance and to follow up cases on daily basis.
Recommending best practices to help the business/operations achieve a GREEN scorecard, month on month.
Professional Experience Dec 2013 - Aug 2014
Service Desk Analyst
Provide support for installation, configuration and troubleshooting of Lotus Notes.
Providing remote assistance for internal users through SCCM, WebEx, Scripty and Windows internal tools.
Provide assistance for installing, configuring and troubleshooting for VPN using Cisco Any Connect and Nortel VPN.
Managing LAN accounts which allows to reset password and unlock accounts through Active directory.
Providing remote installation, configuration and providing level 1 support for Engineering applications and Miscellaneous PC applications.
Configuring and troubleshooting for network printers.
Log incidents in BMC Remedy Tool and verify details from emails.
Exposure to ITIL processes for entire Asia Pacific region.
Professional Experience Oct 2009 - Dec 2010
Service Desk Analyst
Entrain Solutions, India
Responsible for handling level one troubleshooting issues and providing knowledge on operating systems and network routers.
Installing and configuring new hardware and software.
Analyzing system logs and identifying potential issues with computer systems.
Handling issues related to basic networking and providing resolution for customers.
Ability to perform miscellaneous job related duties as assigned.
Installing the firmware on required routers for consistent internet connectivity, recording the troubleshooting steps, contacting level 2 support for best resolution to customers.
Windows 7/8/Vista/ 98/ XP/10, Red hat Linux, MAC
PC, HP/Dell Laptops, Laser/Inkjet printer, Wireless
ORACLE 9i,10g DBA
Click Software WFM, BT Wholesale, BMC Remedy, Lotus Notes
Awards and Achievements:
Awarded as the Best Performer in HP in Global IT Infrastructure Outsourcing Services 3 times in team of 30.
Awarded as the Technical Star for FY15 and FY16 in HP.
Earned EE Star of the month and star of the quarter awards.
Education and Qualifications:
Masters from University of Bradford, in Electrical and Electronics Engineering.
B.E from Visveshwaraiah Technological University in Electronics and Communication, HKBK College of Engineering.
Oracle Database SQL Expert, Oracle certified Associate.