Customer/product/server/tech support Engineer

Shashvat Walia

DOB Date of birth: ** May ****

Tel: +312-***-****

e-mail: *************@*****.***

Address: **** **** ****** ***

Chicago, IL 60640

Profile:

Objective: To seek a product support/network support engineering position in a reputed organization where I can make outstanding services to my organization and its Clients’ by engaging in continuous learning opportunities and focusing on exceeding client expectations.

Availability: Immediately

Key Skills

Basic understanding of OOPs concepts, beginner HTML, CSS, PHP, networking basics, Terminal servers, outstanding skills in troubleshooting, exceptional communication, and technical support skills. Eager to learn, highly motivated, and a team player.

Education

2005 to 2009 B.Tech/BE (Computer Science and Engineering), Guru Nanak Dev Engineering

College, Ludhiana, INDIA

2002 to 2004 2 years GCE-A LEVEL (physics, chemistry mathematics), The British School, New

Delhi, INDIA

2000 to 2002 2 years GCSE, The British School, New Delhi, INDIA

Work Experience:

American Express, Gurgaon, India: May – Sept 2015

Provide Customer Support/resolve customer issues. Resigned as I moved to Chicago.

Real Time Data Services, Mahipalpur Nov. 2014 – May 2015

Server Support Engineer

Analysis, diagnosis and resolution of problems on terminal server hosted to the clients. Manage user accounts on Servers

Collaborate with system administrators to prevent system downtime

Ensure customer satisfaction and perform quality work on all services requests

Answering/Troubleshooting on technical queries and dealing clients via calls, chats and Emails.

Diagnose and quickly resolve a wide range of Windows and applications problems to help minimize downtime

Install, upgrade and troubleshooting of Accounting/Tax software such as QuickBooks, ACT, ATX etc. Sell server space to the Clients

Sell server space to the Clients.

HCL BPO, Noida Dec. 2012 – Nov. 2014

Product Support Engineer

Troubleshoot and resolve cpe (customer premises equipment) queries including static IP configuration, defective cpe, port forwarding and IP passthrough, wireless password configuration, mac address filtering, bridge mode setup (3rd party routers like Belkin, Netgear, Cisco, Zoom, D-Link), DMZ mode

Resolve queries related to Yahoo Webmail, email Client including Microsoft Outlook, Mac Mail, Windows Live mail including Email client errors, import / export addressing, configuration of 3rd party email on AT&T server, general webmail settings, email password reset, contact groups,

Apple Ipad, Iphone configuration, AT&T online account management, technician dispatch

“Smart Chat” with AT&T internal departments regarding connectivity issues

Google Chrome, Apple Safari, Mozilla Firefox setup

Alfa Designs, Noida (Apparel Import/Export comp) Sept. 2009 to July 2012

Manager/Management Trainee:

Troubleshoot both hardware and software application/configuration.

Led Sales & Customer Service meetings

Responsible for coordinating customer appointments, handling inbound customer queries, making collection calls for past due payments and supporting our sales executives.

Activities and Interests

Traveling: Travelled internationally

Sport: Ping pong, basketball

Languages: Hindi – Good; German and Spanish (basic)

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