Technical Support Customer Service

BrentRego

Service Desk Lead

Indian Born on: **/*4/1988 Hyderabad India

*****.****@*****.*** +91-970******* Married Male

Address: Flat No 306 Sanman Belmore Apartment PetBasheerbad, Kompally 500067 Service Desk Lead with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments and focused on resolving user software inquiries across a variety of platforms seeking to bring outstanding technical knowledge to a rapidly growing Organization.

Objective:

Education: Mahatma Gandhi Kashi Vidyapith Uttar Pradesh June 2012 - Sept 2015

Bachelor in commerce (Computers)

Experience: JP Morgan Chase Service Desk Lead

Feb 2015 - Present

Hyderabad

Verified and logged in deadlines for responding to daily inquiries. Coordinated meetings with other department managers and served as main liaison between service desk and all other teams (Risk Management, Global Command Center, Quality Team and Human Resources).

Conduct performance reviews each quarter, offering praise and recommendations for improvement.

Support and provide training content to new hires on process and line of business application. Generate performance reports for all agents. Generate Process related reports. Develop training materials and procedures, or train users in the proper use of hardware or software.

Active Directory: For domain password resets, enabling domain accounts, making changes to Microsoft exchange server, Configuring Outlook, setting up and fixing issues with SharePoint sites. Networking issues: Internet Issues, sharing files and folders over a network, drive mapping, editing permissions for shared files, folder.

Printer setup: Installation of printer, mapping printers, bugs and error fixing. Granting and denying access to applications requested by employees. Managing and collaborating with other teams when there is a Global outage, Servers shutdown, application maintenance etc.

Security Issues: Removing Viruses, spyware, Trojans or any malicious applications. Data security Issues: Restoring or transferring data. Dell Internationals Client Technical Support Associate June 2014 - Jan 2015

Hyderabad

Set up equipment for customer use, performing or ensuring proper installation of cables, Operating systems or appropriate software.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Helping Dell customer from the USA over the phone

Hardware and software Issues Installing hardware devices like Hard Disk, motherboard, RAM

(Random Access Memory), Graphics Card, SMPS (Switch Mode Power Supply), ROM (Read Only Memory) etc.

Installing any software like Operating systems, (Windows Vista, Windows 7, Windows 8, Windows 10), Microsoft Applications (Microsoft Office Suite, SQL Database applications, Windows server computers), All third party applications like (Norton, McAfee, Kaspersky, quick-books, Smartphone applications for Samsung, Apple, HTC, LG, Blackberry.) Dispatching technicians to repair or replace the computer or a component in the computer. Network Issues, Help Customers Set up equipment for small office and Home Setup, including installing cables, hardware configuring network devices like Modem, Router and also setting up Wireless networks with most secured encryption.

Providing Data security, restoring or transferring data. XPM Technologies Technical Support executive

April 2012 - June 2014

Hyderabad

Test programs or databases, correct errors and make necessary modifications. Modify existing databases and database management systems or direct programmers and analysts to make changes.

Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure. Write and code Minor logical and physical database descriptions and specify identifiers of database to management system or direct others in coding descriptions. Primary Functions as a technical support was to help pharmacies with Application and network support.

Install and configure SQL database applications. (Prime RX and POS) Create new data record or map previous data into SQL. Ensuring all the computer are connected to the network and are able to access the server. Executing SQL queries to fix data issues or to generate reports for the pharmacies. Providing application support for all the programs used by the pharmacies. Dispatching technicians to repair or replace the computer or a component in the computer. Network Issues, Help Customers Set up equipment for small office, including installing cables, hardware configuring network devices like Modem, Router and also setting up Wireless networks with most secured encryption.

Providing Data security, restoring or transferring data. Hutchison Global Services Customer Relations Adviser NOV 2009 - DEC 2010

Mumbai

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Read technical manuals, confer with customers, or conduct computer diagnostics to investigate and resolve problems.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers' problems. Installing the application suites for all the smart phones Data transfer from the phone to the computer and vice versa. Taking payments and activating disabled accounts.

Wireless data cards Configuration.

Documenting complaints and feedback about the service and network. Stream Global Services Technical Support executive Jan 2009 - OCT 2009

Mumbai

Helping HP (Hewlett Packard) customer from the USA over the phone: Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Read technical manuals, confer with customers, or conduct computer diagnostics to investigate and resolve problems.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Hardware and software Issues Installing hardware devices like Hard Disk, motherboard, RAM

(Random Access Memory), Graphics Card, SMPS (Switch Mode Power Supply), ROM (Read Only Memory) etc.

Installing any software like Operating systems, (Windows Vista, Windows 7, Windows 8, Windows 10), Microsoft Applications ( Microsoft Office Suite, SQL Database applications, Windows server computers), All third party applications like (Norton, MacAfee, Kaspersky, QuickBooks, Smartphone applications for Samsung, Apple, HTC, LG, Blackberry.) Dispatching technicians to repair or replace the computer or a component in the computer. Network Issues, Help Customers Set up equipment for small office, including installing cables, hardware configuring network devices like Modem, Router and also setting up Wireless networks with most secured encryption.

Providing Data security, restoring or transferring data. Language Skills: English, Hindi and Telugu

Technical Skills: Software testing (Non-Automation) HP Load Runner Application

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