Customer Service Engineer

Vinay Kumar

House Number-**/E, Sadat Pur Ext, Street no-20, Near Delhi Police Training

Camp, New Delhi 110094

Cell: +91-956*******

E-Mail: **************@*****.***

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SUMMARY

Seeking challenging assignments for a career encompassing professional &

personal advancement

. Dynamic & competent professional offering 2.5 years of experience in IT-

Support activities including, diagnose and resolve incidents or service

requests reported by the Client (via call, email or through a web portal

Maintenance and Troubleshooting of equipments & supervision of

activities.

. Diploma in Programming Language (java, C++, .NET, SQL 2000) from NIIT,

Delhi.

. Energetic, industrious & organized with an analytical & innovative

approach towards work assigned.

. Potential in handling multiple tasks & meeting deadlines in high-pressure

environments.

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PROFESSIONAL EXPERIENCE:

GIORGETTI Design Studio

July 2013 - Dec 2013

Admin

. Housekeeping/Horticulture/Pest Control and minor repairs

. Mail room: Dispatch/Receipt. of mail/Courier

. Panty Service

. Handle Office All Equipments

. Take Care Hospitality Management

. Budgeting/ Cost Control/ AMCs (New/Renewal).

. Maintain Patty Cash

. Preparing all reports daily, weekly and monthly basis

. Co-ordinate with vendors Meetings/Visits / Annual Activities

. Manage all files and folders

. Stationary: To ensure timely procurement as per user's requirement.

. To ensure overall security arrangement,

. Travel & Ticketing:

COMPACT SYSTEM (P) LTD

May 2011 - May 2012

Helpdesk Co-ordinator - IT

. Log calls and assign to engineer with as per SLA and follow up with

engineer till the closer

. Maintaining all records weekly, monthly and yearly basis.

. Document all troubleshooting steps and resolution activities within the

incident management tool.

. Appropriate use of available tools (remote takeover, knowledge base,

ticketing tool, communication tools

. Diagnose and resolve technical hardware and software issues

. Log all service desk contacts within the incident management tool

. Follow standard help desk procedures

. Proper assignment of tickets (ticket coding and 'assign to' groups).

. Identify and escalate incidents requiring urgent attention and action

. Ticket Follow-Up: Daily monitoring and action of individual queues

. Coordinates installation of replacement equipment or pick-up of spare

equipment when necessary

RENOVISION AUTOMATION SERVICES (P) LTD Feb

2009 - Aug 2010

Call Co-ordinator - IT

. Call Records up-to-date

. Managing engineers Tracking and performance reports,

. Ensure timely closure of Helpdesk tickets and maintain the SLA.

. Perform basic troubleshooting and escalate to concerned function

accordingly.

. Follow-up to ensure end to end closure of the call only after taking

required confirmation from the end user and with WIPRO as well.

. Diagnose, troubleshoot and resolve incidents or service requests reported

by the Client (via call, email or through a web portal).

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ACADEMIA:

DIPLOMA (GNIIT) IN COMPUTER from NIIT, DELHI;

BACHELOR OF COMMERCE (P) from UNIVERSITY OF DELHI, in 2008; 40.3%

HIGHER SECONDARY CERTIFICATE from C.B.S.E Board in 2005; 57.17%

SECONDARY SCHOOL CERTIFICATE from C.B.S.E Board in 2003; 55.26%

Accolades and Skills:

. Customer service orientation.

. Problem analysis and problem-solving

. Learning skills, Adaptability, Attention to detail and accuracy

. Stress tolerance

. Stay current with system information, changes and updates

. Knowledge of customer service principles and practices

. Oral and written communication skills

. Handling IT service-desk tickets (Preferably Telecom Industry) and

exposure to Microsoft applications E.g.(Outlook, IE, lotus etc.,)

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DATE OF BIRTH : 3rd April, 1988

HOBBIES : Singing/Play Guitar, Movies, Reading, Spirituality,

Badminton

PASSPORT STATUS : Not active

LANGUAGES KNOWN : English, Hindi

MARITAL STATUS : No

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