Technical Support Customer Service
Resume:
MANOJ
KUMAR
********@*****.***
HIMACHAL PRADESH, INDIA
175016
SKILLS
Supported customers with basic
technical support for current and past
software releases.
Assisted clients with general support
for hardware, peripherals, network
connections, and external software.
Escalated help desk tickets to Level 2
/ Tier 2 support when outside scope
of L1/T1 technician support.
Windows 10
Windows Vista
Customer Service Expertise
Hardware Upgrades
Software Diagnosis
Mac Systems
Troubleshooting and Assistance
Desktop Support
Hardware and Software Configuration
Application Installation
Norton Antivirus Software
Technical Issues Analysis
PC Component Diagnostics
Computer System Maintenance
Call Center Operations
Responding to Technical Questions
Employee Computer Support
Resolve Technical Problems
Microsoft Windows and Office
System Performance Assessments
Installs new printers
Configure printers on network
Maintain and ensures proper
function of standalone printers
scanners or Network Printers.
PROFESSIONAL SUMMARY
Customer service focused Technical Support Specialist with 8 years of career experience in help desk environments. Highly adept in systems analysis, diagnostics, and troubleshooting and conflict resolution. Exhibits excellent organizational and problem- solving skills. Works well in team environments and displays strong work ethic.
WORK HISTORY
PROMOTE ABHI - Digital Marketing Executive
NEW DELHI, INDIA • 08/2022 - Current
Created email blast campaigns to target key customers.
Created and managed social media campaigns to increase brand engagement.
Optimized email campaigns to increase open and click-through rates.
BLUBOTIC - Printer Technician
GURGAON, INDIA • 07/2021 - 06/2022
Assisted customers with technical support inquiries.
Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
Corresponded directly with customers to troubleshoot problems and needs and provided exceptional customer service.
Operate and troubleshoot basic printing equipment problems, according to established guidelines.
Responsible for maintaining, servicing and installing network printers as well as directly troubleshoot printers to computers. SAI TECH & INFRASTRUCTURE PVT LTD. - Technical Support Specialist
NEW DELHI, INDIA • 01/2018 - 03/2020
Responded to customer inquiries and provided technical assistance over phone and Remotely.
Created user accounts and assigned permissions.
Researched and identified solutions to technical problems.
Configured and tested new software and hardware.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Installed, configured and maintained computer systems and network connections.
Installed and configured operating systems and applications. EDUCATION
NIIT DELHI
DHARAMSHALA • 05/2011
GNIIT (SOFTWARE ENGINEERING):
Computer Installation And Repair
Technology
KUVEMPU UNIVERSITY
MANDI • 11/2010
B.SC.(IT): Computer Engineering
Technology
HPBOSE
DHARAMSHALA • 03/2007
High School Diploma
HPBOSE
DHARAMSHALA • 03/2005
High School Diploma
Monitored system performance to identify potential issues.
Diagnosed and troubleshot hardware, software and network issues.
GOMTECH LLC - Team Leader
NEW DELHI, INDIA • 11/2015 - 03/2017
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Researched product and issue resolution tactics to address customer concerns.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Promoted efficiency among departments with prompt resolution of system issues.
Monitored systems in operation and quickly troubleshot errors.
Assisted with updating technical support best practices for use by team.
Responded promptly to incoming sales leads and requests for technical support.
Configured hardware, devices, and software to set up work stations for employees.
UNITED NET SOLUTIONS - Technical Head
NEW DELHI, INDIA • 08/2014 - 08/2015
Onboarded and trained all incoming junior tech support specialists.
Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Printer issues.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Monitored systems in operation and quickly troubleshot errors.
Configured hardware and granted system permissions to new employees.
CADDLE BUSINESS SOLUTIONS - Technical Support
Representative
GURGAON, INDIA • 09/2012 - 07/2014
Monitored systems in operation and quickly troubleshot errors.
Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
Promoted efficiency among departments with prompt resolution of system issues.
Diagnosed and troubleshot hardware, software and network issues.
PC INFO SOLUTION - Technical-support-specialist
NEW DELHI, INDIA • 02/2012 - 08/2012
Interpreted clients' needs and introduced services to fit specific requirements.
Followed all company policies and procedures to deliver quality work.
Listened and responded to customer requests and forwarded necessary information to superiors.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Managed high levels of call flow and responded to technical support needs.
ADDITIONAL INFORMATION
Fathers Name : Ashok Kumar
Date of Birth : 25th March 1989
Gender : Male
Marital Status : Married
LANGUAGES
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
.
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