C.C.E

CURRICULUM VITAE

VIKRANT KAUSHAL

Contact no: +918*********,+918********* (***********@**********.***)

Address: Jalalpur road, near wire factor, Ganga vihar colony, Murad nagar, Ghaziabad Pin:201206

Career Objective

I wish to grow intellectually and professionally with responsibility and be better than the best in using my skills for the maximum benefit of the organization. I would also excel in an organization through hard work and dedication thus crystallizing the organization’s growth.

Academic Qualifications

Degree/diploma Name of institute Year of passing Percentage Secured

10th D N INT college Meerut 2000 63%

12th D N INT college Meerut 2002 64%

B.COM CH. CHARAN SINGH UNIVERSITY MEERUT 2005 63%

PGDCA I.M.C.T. GHAZIABAD 2008 A(grade)

Work Experience

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier One Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

1 - NIIT Technologies Ltd 29th Nov. to 25 Mar 2013.

Job Responsibilities:

• Providing L1 Level Support Application to customer (cloud Computing)

• Cloud computing software, the latest technology in the cloud delivers online support

• Audit trail for documentation

• On-line tendering is a method of standardizing the procurement process

• Audit trail for documentation

• Responsible for customer satisfaction, review customer feedback and take corrective action.

• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics.

• Review daily, weekly and quarterly reports.

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2- Worked in PC Solutions Pvt. Ltd 25th April 2012 to 27th Nov 2012.

Client Location: Quatrro

Job Responsibilities:

• Provide resolution of procedural, process, information and technical problems for requests from end user side submitted by phone, email & chat and acknowledgment to costumer with Ticket ID using ticketing tolls(Kaseya)

• Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Kaseya and other support tools.

• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics.

• Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model and perform other duties as assigned.

• Responsible for general team management. The team strength is of 18 Members.

• Responsible for taking escalation & resolve issues.

• Responsible to drive productivity & meet SLA of processes. Lead the team members, handle their issues on a daily basis, guide and mentor them. Provide inputs on their KRA, evaluate their performance, and arrange vitality training for performance enhancement.

• Ensure reports are generated on time and shared with team members and client.

• I am responsible for productivity, maintaining AHT (Average Handle Time), ensuring SLA is met.

• Responsible for customer satisfaction, review customer feedback and take corrective action.

• Review daily, weekly and quarterly reports.

• Call to costumer and daily updating of his call status.

3- Working in Wipro InfoTech Ltd (On The behalf of INS) April 20011 to April 2012.

Client Location: Bharti Walmart

Job Responsibilities:

• Ticket logging for all issues, using ticketing tolls(Remedy)

• Ticket logging for application issues and assigning to application Team

• IMAC Tickets logging

• Assigning and informing to engineer

• Followup with BNTVL team

• Closure Mail sending to user

• ID creation for all Wal-mart Associates

• Generic Mailbox id creation with Group

• PCR request for internet and VPN

• Password Reset:User ID:AD ID

• Printer configuration

• Outlook login issue

• Daily, Weekly, Monthly Report

4- Work with HCL Infosystems Ltd. JULY 2008 to April 2011

Job Responsibilities:

• Logging and responding to all incidents arriving at the helpdesk (via phone, e-mail, in person etc).

• Online call logging in e-helpline using ticketing tolls CRM.

• Handling All IT Related Issues & Maintaining All IT Related Documents.

• Closing the call after taking confirmation from engineer & user.

Technical Details

Windows 2000 / XP /vista / window 7

• Installation of Windows 2000 / XP / Vista /window 7.

• Troubleshooting Operating System related issues.

• Installation of other Microsoft Products.

• Installation of Software Patches.

• Installation and update of Anti Viruses.

• Proxy setting for internet access.

• Network Related Troubleshooting.

• Configuration and Trouble shooting of MS Outlook & Outlook Express.

• Administration and troubleshooting Network printers and scanner.

• Managing Disaster recovery and prevention.

• Working in security aspects which include antivirus.

• Knowledge in DNS and DHCP.

• Identifying the issue in a timely manner and coordinate with other supporting partners.

• Taking the backups

• Understanding of remote support application like VNC, net meeting, remote control.

• Provided Technical support to the entire organization on Software and Hardware.

• Symantec Endpoint Protection suite– full fresh installation & configuration including Antivirus & Antispyware protection, Proactive Threat Protection & Network Threat protection.

Peripherals

• Installation and Trouble shooting of Laser Printers (H.P Series, SAMSUNG Series, and CANON Series)

• Installation and Trouble shooting of All in One Printer (H.P Series and SAMSUNG Series)

• Installation and Trouble shooting of Dot Matrix Printers (EPSON Series, TVSE MSP Series,

Strengths

• Positive Attitude.

• Workaholic.

• Flexible to work in shifts.

• Friendly nature.

Personal Traits

• Father’s name :- Sh. Virender kaushal

• Date of birth :- 29-05-1984

• Languages :- Hindi, English, Panjabi

• Hobbies :- Playing cricket, reading books

• Marital status :- Single

Vikrant Kaushal

Contact this candidate