Support Customer
Resume:
MOHAMMED REHANUDDIN N **********@*****.***
Bangalore, India
PROFILE SUMMARY
Technical Support Executive with around 3 years of experience in handling multinational clients, Specialized in customized software support (SaaS) and workstation technology troubleshooting. My unique professional experience stems from years of providing excellent customer support, creative problem solving and building customer loyalty. TECHNICAL SKILLS
IT support, Desktop troubleshooting, SaaS Support Operations, CRM, Active directory, MS Excel, MS Office, and Outlook 365, Windows 7, Windows 10, Configuration of systems, Cloud Application Support functions and Cloud computing basics. CERTIFICATIONS:
VM Ware cloud computing basic- Perceived from Concentrix University (E-learning program)
VM Ware VSphere 6- Perceived from Concentrix University (E-learning program)
Robogenesis 6 in 1 robot building hands on experience- Certified by Science Park.
Success and career guidance program- Certified by LEAD Academy. INDUSTRIAL SKILLS:
Aviation:
Basic knowledge and troubleshooting skills Aviation Resource Management modules (SaaS), i.e. Flight Crew management module, Flight planning module, Flight Dispatch module, Flight optimizer system.
WORK EXPERIENCE
Technical Support Executive at Laminaar Aviation Infotech Pvt LTD Feb 2019 - Till date
Roles and Responsibilities:
Performed fix at the desktop level, including installing and upgrading software and configuring systems and application i.e. Windows 7, Windows 10, Microsoft office 365, etc.
First point of contact for SaaS Cloud application support and service operations.
Provided in-depth software hardware and network support for incidents and requests that were received on the help desk.
Reviewed, prioritized, documented, followed up and solved customer’s service requests in person and using remote technologies.
Work together with the Network and Server Administrators to initiate and solve complex technical issues and escalate them accordingly.
Performed analysis, diagnosis, and resolution of complex printers, scanners, and multifunctional devices problems for a variety of end users, recommend and implement corrective hardware solutions.
Creating and assigning job orders to the respective teams using the home- grown Enterprise Resource Planning Cloud application.
Collaborated with other members of the IT team to analyze and respond to technical problems and participated in the cross-training sessions.
Communicate software problems and issues to software development and support teams.
Recorded, tracked, and documented the service desk request (Ticket) problem-solving process through to final.
Technical Service Associate at Concentrix Pvt LTD
July 2017 – Jan 2019
Roles and Responsibilities:
Responded to the calls and email requests for technical assistance for devices based on android.
Served as the ticket owner for assigned service requests provided timely status updates on the progress of on-going requests with the help of CRM.
Escalate tickets to the next level (subject matter experts) if required, follow up until resolved.
Make sure that the end user is served and satisfied with the assistance provided.
Address customer queries with the right information in an effective manner to make it easy to understand.
Explaining warranty policies to the customers and negotiating with customers to get to a reasonable resolution in extreme cases.
To keep the customer updated every 48 Hrs. on the status of the incident/ticket raised if it is taking more two business days to resolve.
Taking Remote access of the devices if required to configure, install, or troubleshoot the issues.
Associate Software Engineer at Pyramid IT consulting Pvt LTD Client - Accenture Services India
Oct 2013 – Feb 2014
Centralized technical support desk representative, respond to calls regarding technical queries and issues of Accenture employees from all India.
Help employees in change and unlock their system and official Email ID passwords.
Monitor tickets and service request by employees and assign them to the respective teams according to their location.
Check and escalate the cases which require in-depth support by the tier 2team, and follow until the request is served and end user satisfied.
Take remote access as when required to configure settings or where admin credentials are required to get the request addressed. PERSONAL STRENGTHS
Communication, hardworking, negotiation skills, punctuality and pleasing personality EDUCATION
Baldwin Polytechnic
Diploma in Electronics and Communication
Engineering 65.5%
2015
PERSONAL PROFILE
Date of Birth : 29-08-1994
Marital Status : Single
Father’s Name : Mohammed Nizamuddin
Nationality : Indian
Known Languages : English, Hindi, Kannada and Tamil Hobbies : Travel, Drawing and Cricket
Passport : Yes –Valid up to 21-05-2027
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