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).
Organisation: MClass, Lower Hutt, 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.
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
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.
2015 (May – October)
Customer Service Representative
Enhancing credit files
Task also included gathering information and reading the financial briefings
Calculating the credit scores
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
TO BUILD AN ORACLE ENTERPRISE RDBMS SERVER (ORACLE 11G)
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.
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.
ITIL foundation certified
Listening to music