MEGHA KOHLI

**** ******* **** ********, ** H*A *J8

+1-438-***-****

adcz59@r.postjobfree.com

PERSONAL STATEMENT

I am an ambitious Technical Support Analyst and an experienced professional, looking for an opportunity to demonstrate my technical skills and knowledge that I have gained from my past Support experience. I would like to work in a growth driven and challenging environment wherein I can utilize my technical and analytical skills to achieve my goals and work towards fulfilment of organizational objectives thereby creating value for your organization.

I have proved myself by exceeding the expectations of my Management in different roles through meeting the stacks consisting of FCR (first contact resolution), LLT (logical and linear troubleshooting), CSAT (customer satisfaction level) & CC (case closure).

VOLUNTEER WORK

Organisation: MClass, Lower Hutt, NZ

(http://www.mclass.org.nz)

Job Title: Volunteer computer Buddy

Duration : January 2016 – August 2016

Key Responsibilities : Installation / setup / Troubleshooting of software related issue/ Performance related issues / Maintenance of Laptops.

EMPLOYMENT HISTORY

Aricent, India

December 2018 – December 2019

Network Engineer (Trainee)

Creating Tickets using the tools like Kace, Slaesforce, Servie manager console, JIRA etc.

Documenting interactions and collecting necessary logs from customers network when need

PSTN experience

Working on SDH, PDH, DWDM

Working on LAN configuration – Vlans, Trunks, Ethernet channels

Handling first point escalation for all technical and process issues.

Ensuring proper communication and quick resolution.

Planning and schedule Changes, Coordinating with different stakeholders.

Performing RCA for Major Incidents Perform Trend analysis

Troubleshoot Level 1/2/3 network issues of enterprise customers (US/CAN region)

Achieve all the defined metrics & SLA

Effective engagement with customer (written & verbal) & ensure Customer Satisfaction

Concentrix, New Zealand

December 2016 – July 2018

Technical Support Specialist

Diagnosing a customer’s technical enquiry

Researching relevant internet and intranet sites and databases to keep knowledge of products, services and operational procedures up-to-date

Using customer relationship management (CRM) software is

Follow client’s protocols and procedures

Actively listening to customer enquiries and provide the customer with appropriate technical and/or operational solution.

Resolve a customer’s technical request, when possible, in a single telephone call using troubleshooting protocols.

Serco, India

2015 (May – October)

Customer Service Representative

Enhancing credit files

Task also included gathering information and reading the financial briefings

Calculating the credit scores

Teleperformance, India

2014 – 2015

Technical Support Associate

Used to receive the calls from the customer for purchasing the adobe products

Resolve their queries regarding billing issues, technical issues, Information of products etc.

Ticket generating using Portal

Convergys (Microsoft Process), India

2013 – 2014

Technical Support Officer

Installation of all suites of MS Office 2010,2013 & Office 365

Activation of all suites of MS Office 2010,2013 & Office 365

Troubleshooting of Outlook issues (configuring e-mail account(s), send and receive issues etc.)

Troubleshooting of issues related to application(s) of MS Office suites.

Installation & Activation of MS Windows 7, 8 & 8.1

Troubleshooting of issues related to MS Email account(s) like resetting the passwords

Troubleshooting of viruses, enhancing the speed, slow performance

ACADEMIC PROJECTS

TO BUILD AN ORACLE ENTERPRISE RDBMS SERVER (ORACLE 11G)

ENVIRONMENT

This project walks through the steps to create an oracle Enterprise RDBMS server

environment for an organization. I have considered myself as a DBA (Database

Administrator) who has configured this database for a company named as “FIREFOX DB”.

I have configured this database to perform the daily basis tasks. All these daily basis tasks

include the administrative tasks that are required for the smooth process of an organization

like uploading of data, access to the contents of database, creating backups on daily or

weekly basis as per the organization’s requirements, & even backups in disaster recovery

can be performed up to the industrial standards.

EDUCATION

WELTEC, Wellington

2015 - 2016

• Graduate Diploma in IT (Level -7)

IETE (Institute of Electronics and Telecommunication Engineers), India

2008 - 2012

• Graduation in Bachelors of Engineering

Guru Harkrishan Public School, India

2007 - 2008

• 12th Standard Cleared from Central Board Of Secondary Education

Guru Harkrishan Public School, India

2005 - 2006

• 10th Standard Cleared from Central Board Of Secondary Education

SKILLS AND ABILITIES

Excellent Verbal and Communication skills.

Hardworking.

Honest.

Confident.

Cooperative

Responsible.

Team –Oriented.

Customer Focus

CERTIFICATIONS

ITIL foundation certified

INTERESTS

Family

Friends

Playing Badminton

Cooking

Listening to music

Contact this candidate