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Arvind Kumar Sharma

IT-Desktop Support specialist

Saint Paul-55108, Minnesota, USA Cell: 763-***-**** ad06px@r.postjobfree.com PROFILE SUMMARY

• Technical Expertise: Proficient in diagnosing and resolving hardware and software problems on Windows and macOS platforms. Experienced in configuring, installing, and maintaining desktop hardware components such as CPUs, RAM, hard drives, and peripherals.

• Software Support: Adept at troubleshooting and supporting a wide range of applications, including Microsoft Office Suite, email clients, antivirus software, and various productivity tools. Skilled in software installation, updates, and patch management.

• Remote Assistance: Proficient in remote desktop support tools to provide quick and efficient assistance to remote or off-site users, ensuring minimal downtime and disruption to their work.

• Customer Service: Known for delivering exceptional customer service, I excel in communicating technical information in a clear and understandable manner. I am patient, empathetic, and committed to resolving end-user issues promptly.

• Problem Solving: Possess a strong problem-solving aptitude, capable of analyzing complex issues and providing effective solutions, whether it's resolving hardware malfunctions, software conflicts, or network connectivity problems.

• Documentation: Skilled in maintaining accurate records of support requests, resolutions, and inventory management. This ensures efficient tracking of IT assets and issues for future reference.

• Security Awareness: Proficient in implementing and enforcing IT security best practices, including data protection, antivirus measures, and user education on security protocols.

EDUCATION

• Post graduate certificate in Human resources March 2014 Cambrian college, Sudbury, ON

• Bachelors of technology (Information Technology) July 2011 Ramgarhia institutes of engineering and technology Phagwara (India)

CERTIFICATIONS

2

• IT Help Desk Professional (Udemy) August 2022

EXPERIENCE IN IT SUPPORT FIELD

• Technical Support Tier 1 Lead Oct 2018 - Nov 2020 Valley Fiber and VISP, Winkler

Work responsibilities:

• Provide leadership and guidance to Tier 1 support technicians.

• Handle escalated customer issues that Tier 1 technicians cannot resolve.

• Troubleshoot and resolve complex internet connectivity problems.

• Assist customers with modem/router configuration and setup.

• Address DNS and IP address-related issues.

• Troubleshoot email and web hosting problems.

• Coordinate with Tier 2 and Tier 3 support teams for advanced technical issues.

• Provide excellent customer service by addressing concerns, answering questions, and ensuring a positive customer experience.

• Maintain accurate records of customer interactions and issue resolutions.

• Monitor and evaluate Tier 1 support staff's performance.

• Conduct quality checks on customer interactions to ensure consistency and adherence to established procedures.

• Collaborate with higher-tier support teams and management to streamline procedures and enhance efficiency.

• Propose and implement improvements to customer support processes.

• Provide ongoing technical training to Tier 1 support staff to enhance their troubleshooting skills.

• Ensure that Tier 1 staff adhere to security protocols and protect customer information.

• Maintain compliance with regulatory requirements and industry standards. INTERNSHIPS

• Mercer, Toronto, ON Jan 2014 - March 2014

HR Internship

Intern responsibilities and experience:

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• Customer service- Answer telephones and gives information to callers, take messages, or transfer calls to appropriate individuals. Use computers for various applications, such as database management or word processing

• Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.

• Tcil-IT, Chandigarh,India Jan 2011 - July 2011

.Net Developer

Intern responsibilities and experience:

• Member of team working on the project Learning Hub. Update my programming skills from C, C++.

• Worked on the live project Learning Hub. To develop a website for the students using the e-learning methods

• HCL, Jallandhar city, India June 2010 - August 2010 Asp.net Developer

Intern responsibilities and experience:

• Developing the Web Pages by using Asp.net. Creating and linking the Database using my SQL.

• ZCC Institute of Computer Networking

Computer Networking June 2008 –July 2008

Intern responsibilities and experience:

• Modify software based on user need.

• Configuring, Managing and Maintaining Networking Equipment’s.

• Network processing, centralized and distributive network connection

• Installing, configuring, and administering network technologies. OTHER EXPERIENCES

• Pharmacy Assistant Jan 2021- Jan 2022

Homestead CO-OP, Carman, MB

Work Responsibilities: we use the pharmacy program called Kroll. I used to run, fill and re-fill the prescriptions on daily basis. Besides, I also make the blister Pack. I also manage the drug inventory received and send orders to the vendors such as Kroll & fresh and McKesson.

• Receiver and Shipper Jan 2018 - Jun 2018

Staples, Winkler

4

Work responsibilities: Inventory entry, Products return to vendor, communicate on email with category specialist, operate staples Internal Program, Provide the customer satisfactions on the damaged return items and getting them new one.

• Retail supervisor Feb 2017- Nov 2017

Centex, Calgary

Work responsibilities: Customer service and complaints, Inventory maintain, creating product on promotion, Providing the training to new staff.

• Retail supervisor Sept 2014 – March 2016

Renuka inc. (Esso), Calgary, AB

Specialization: Customer service, Cash handling, payments by cheque and ordering of various products, customer complaints and improving in the sales

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