Customer Service Technical Support

Mr. Dipanshu Joshi

Address: House N*: B *** Vasant Vihar New Delhi

Email ID- ********.*******@*******.***

Phone: +919*********

SUMMARY OF WORK EXPERIENCE AND EDUCATION

I am a Service Oriented Systems Professional. I believe my skill set

is well suited to this position. In academic and employment

environments, my technology training includes Customer Service, End

user support. This includes the responsibility of managing all

procedures related to the identification, prioritization, and

resolution of end user help requests, including the monitoring,

tracking, and coordination of Help Desk functions.

In addition thorough my classroom experience as an Instructor, at both

high school level and post-secondary level, I‘ve established a strong

basis in problem solving. My verbal and communication skills are

excellent. I am Self-directed, self-motivated and committed to

continuous learning.

I am eager to meet with you and discuss my suitability for this

position. Please consider my application. Thanks you for your time and

attention.

OBJECTIVE

To be a successful professional and work with an organization that

breeds excellence by recognizing talent and providing opportunities

for growth and further learning.

WORK EXPERIENCE

TECHOBULLS Pvt Ltd (Oct 2013 Till Date)

Designation: Process Manager

• Coordinate and/or perform hands-on fixes at the desktop level,

including installing and upgrading software, installing hardware,

implementing file backups,email security issue with the password

ie hotmail aol,yahoo,gmail etc and configuring systems and

applications.

• Monitor and test fixes to ensure problems have been adequately

resolved.

• Access software updates, drivers, knowledge bases, and frequently

asked questions resources on the Internet to aid in problem

resolution.

• Track and analyze trends in Help Desk requests and generate

statistical reports.

• Marketing different unlimited technical support plans.

• Internet, printers or wireless issues related with the machine.

Technical Assistance with Networked & Mapped Drives, File Sharing

& Printers

• Provided training to new hires for System Trouble Shooting (both

software and hardware).

• Involved in projects required for the quality service required

for the calls.

• Worked with central tracking ticketing software.

• Ensure quality standards are compiled and process improvements

are initialized.

• Taking second voice of the new join employees and converting it

to sales.

CRUDECOGROUP (Trading & Contracting)Mar 2013 Till Sep/13

Designation: Executive Secretary (Qatar)

Key Job Responsibilities:

• Taking care of all the admin, reception, document controller &

secretary duties.

• Creating invoices, enquiry and salary of the labour.

• Creating purchase requisition & checking for the material with

the suppliers depending upon the brand.

• Taking care of the interview procedure for different post in the

organization.

• Creating LPO, mentioning the attendance calendar of the employers.

• Inviting Quotations and making purchase order.

• Directly reporting to MEP manager.

• Follow – up the process and manage the purchase department.

• Inviting Quotations and making comparison sheet.

• Keeping the track of the material delivery at the side.

• Create meeting agendas, notifications with business clients.

XCELSERVE Pvt Ltd (Jan 2011 – Dec 2012)

Designation: Sr. Xcel Consultant

Key Job Responsibilities:

• Coordinate and/or perform hands-on fixes at the desktop level,

including installing and upgrading software, installing hardware,

implementing file backups,email security issue with the password

ie hotmail aol,yahoo,gmail etc and configuring systems and

applications.

• Monitor and test fixes to ensure problems have been adequately

resolved.

• Access software updates, drivers, knowledge bases, and frequently

asked questions resources on the Internet to aid in problem

resolution.

• Track and analyze trends in Help Desk requests and generate

statistical reports.

• Marketing different unlimited technical support plans.

• Internet, printers or wireless issues related with the machine.

Technical Assistance with Networked & Mapped Drives, File Sharing

& Printers

• Provided training to new hires for System Trouble Shooting (both

software and hardware).

• Involved in projects required for the quality service required

for the calls.

• Worked with central tracking ticketing software.

• Ensure quality standards are compiled and process improvements

are initialized.

• Taking second voice of the new join employees and converting it

to sales.

TELEPERFORMANCE (Feb 2010-Nov 2010)

Process -Adobe

Profile Details: Technical Support Adviser

• Worked with Adobe Activation, Installation, Error resolution, Log

Files etc.

• Troubleshooting the customer’s installation troubles; such as

Adobe Photoshop, In Design.

• Assess need for any system reconfigurations (minor or significant)

based on request trends and make recommendations.

• Identify, recommend, develop, and implement end user training

programs to increase software literacy and self-sufficiency.

• Oversee development and broadcasting of daily reports, usage

guides, and FAQ lists for end users.

• Access software updates, drivers, knowledge bases, and frequently

asked questions resources on the Internet to aid in problem

resolution

• Attend online training seminars, conferences, and shows to broaden

knowledge of current and future issues and technologies related

to the technology.

IBM Bell Canada (October 2007 – July 2009)

Process - Bell Canada

Profile Details: Technical Support Associate.

• Manage the processing of incoming calls to the Help Desk via both

telephone and e-mail to ensure courteous, timely, and effective

resolution of end user issues.

• Train, coach, and mentor Help Desk Technicians and other junior

staff.

• Monitor and test fixes to ensure problems have been adequately

resolved.

• Assess need for any system reconfigurations (minor or significant)

based on request trends and make recommendations.

• Identify, recommend, develop, and implement end user training

programs to increase computer literacy and self-sufficiency.

• Establishing Wireless connections for the mobile devices, such as

the laptop.

• Up sell & cross sell value added products & services.

• Technical Support for Software Applications (Lotus Notes, Notes

Administrator, SAP, RSA Secure ID, NIRA-VPN)

• Hardware Support (External Connections)

• Technical Assistance & Administration Support for Network Access

Secure ID Cards

Euro International (July 2004 – February 2006)

Profile Details: Telesales Representative

The key profile was to up sell & cross sell 3G mobile service plans

as the client used to provide the handset device for free.

EDUCATIONAL & TECHNICAL QUALIFICATIONS

• B. Tech (CS) from Rajasthan Vidhyapeeth DEEMED UNIVERSITY

• ISC (2002): Annie Besant College, Lucknow.

• Matriculation: Career Convent College, Lucknow.

• Networking Technologies such as LAN; Windows.

• Well versed with Internet Protocols.

• Computer Networking and Multimedia.

• Computer Organization and Structure.

HOBBIES & INTERESTS

3 Listening to music.

4 I am down-to-earth, smart, creative, industrious, and thorough

with my tasks.

PERSONAL ATTRIBUTES

• Ability to motivate and direct staff members and subordinates.

• Strong understanding of the organization’s goals and objectives.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on listening and

questioning skills.

• Strong documentation skills.

• Ability to conduct research into a wide range of computing issues

as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language to non-

technical staff and end users.

• Strong customer service orientation.

PERSONAL DETAILS

2 Date of Birth: 24th October 1984.

3 Gender: Male

4 Passport Number: K 2971710

Contact this candidate