Engineer Desktop Support

Curriculum Vitae

AbhishekPanwar

To excel in life through initiative, hard work and sincerity I believe that my positive attitude and proactive nature takes me miles ahead. Because I am flexible and I have a never ending zeal to learn and innovate. Hard work, commitment and persistence are essential in me to perform in esteemed organization.

Employment History in a Nutshell:-

Service Advisor

Globe agencies Ghaziabad

May 2013- march 2018

Service Desk Engineer

Nityo Infotech Ind Pvt Ltd Noida

23 March 2018 to Present

Roles & Responsibility

1_Globe Agencies_ worked with Globe Agencies as a service advisor where I work with hero bike dealership and part supports.

2_Nityo InfoTech – I am working with Nityo InfoTech from 23 March 2018 to till as “L1 Service desk/Helpdesk Engineer for Honda/IBM Project.”

Project Name: - D’Lite (DMS Project)

Job Responsibility:-

Service Desk Operations - Application Support

Providing the solution to the customer and client related to application through via email and phone.

Log a call in Tivoli for the reported issues and assign to the respective group and following up to till

Closure.

Tracking the SLA performance and Preparing SLA performance report on daily basis.

Using Codesk and Tivoli tool for incident management.

Log a call for the reported issues and provide the resolution to end user or assign to the respective group and following up to till closure.

I am handling the escalations and communicating with the end user, client, and their client also and resolved the issues.

Providing the excellent support to the Honda Dealers, over calls and emails related to the application issues and ticket details.

Coordinating with the seniors (L2, L3) to get closure the issue which are pending more than 4 weeks.

Communication with the Honda Dealers for site survey for upcoming Roll-Out and Provide the satisfactory support to Dealers.

Provide the Siebel training and onsite support to Roll-Out Engineers.

Provide remote desktop support to customers taking the system on remote and troubleshoot the issue.

Ticketing Tool Work Experience:-

Log a call for the reported issues and assign to the respective group and following up to till closure.

I had worked with Codesk (ticketing tool).

Provided the Codesk Training to all L1 support, L2 Support (Client) and Honda User (Their Client).

Communicated with Codesk Team for the Tool issues.

Troubleshoot the Codesk issues which was faced by L1 support, L2 Support (Client) and (Their Client).

Now we are working with Tivoli (ticketing tool) and provided the Tivoli training to L1 Engineers and L2 support and Honda User.

Completing all works within SLA.

Provide the Tivoli (ticketing tool) training to L1 service desk employees.

Key Skills

Customer service.

Public Relations.

Possess good problem analysis skills.

Have good command on cluster programming which needs good coordination and cooperation with the external and internal environment.

Have good communication skills, work ethics and the ability to work in a lead a team or individual environment.

Educational Qualification

Examination

University / Board

Year of Passing

Polytechnic Diploma in mechanics

Monad University

2013

10th

C.B.S.E. Board

2009

Personal Information

Known Languages :

Hindi

English

Personal skills:

Punctuality & Discipline

Hard working

Ability to work in a team and produce results.

Strong willingness to learn new skills and abilities

Hobbies:

Listening music

Traveling & driving

Personal Details :

Name : Abhishek Panwar

Date of Birth : 20-10-1994

Father‘s name : Mr. Abhay Pal Singh

Permanent Address : Agra

Marital Status : Married

Nationality : Indian

Gender : Male

Religion : Hindu

Date :

Place : Greater Noida

Contact No. 750-***-****, 798-***-**** AbhishekPanwar

House No. G-58, ALPHA 2 GREATER

NOIDA

E-MAIL- **********************@*****.*** Contact No-+91-750******

Contact this candidate