Greater Technical Support

Divya Narayana

Chennai, Tamil Nadu +91-735******* admdws@r.postjobfree.com

Objective

In a technology-driven world where competence and faster services are the prime factors for success, I would like to implement both these to the position of IT Network monitoring and technical support executive to provide outstanding customer service and technical support to clients.

Education

• Master of Computer Applications 2019 S. A. Engineering College

• Bachelor of Computer Applications 2017 Jaya College of arts and science Key Qualifications & Responsibilities

SERVICE DESK

• Software Troubleshooting & Problem Solving.

• Phone & Email Technical Support.

• Diagnosing and resolving problems to the customers satisfaction.

• Account creation and account termination.

• Providing Microsoft license for the users.

• Reset passwords for the customers.

• Maintain and develop own knowledge and skills to assist with first time fault resolution.

• Identify and escalate repeat issues or service risks into service management teams.

• Sharing knowledge with team colleagues.

• 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.

• 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 the scope of L1/T1 technician support.

• Have actively participated in Change, Incident, Problem and Knowledge Management processes as well as on-call support.

• While working on incidents will be responsible for troubleshooting, diagnose and take actions and triage for production systems.

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NETWORK MONITORING

• Monitoring and alerting you about uptimes and downtimes or slow servers.

• Server health check-up.

• System health monitoring of your various hardware devices.

• Network device monitoring and bandwidth accounting.

• Application monitoring.

• Monitoring virtual servers.

• Service level agreement (SLA) monitoring.

• System usage monitoring (for example, CPU load, free memory, or free disk space)

• Database performance and table values monitoring.

• Email server monitoring and reviewing various backup solutions.

• Monitoring your network's physical environment.

• Classifying network traffic by source or destination, as well as content.

• Discovering unusual, suspicious, or malicious activity with devices or users. Skills

Microsoft OS - Windows 7, Windows 10

Microsoft Office - Office 2013/16, Office 365, Skype for Business Hardware - Desktops / Laptops, Cisco Routers / Switches Experience

NETWORK MONITORING GAVS TECHNOLOGIES

Client

• SCO Family of Services

• IPSOS

TECHNICAL SUPPORT GAVS TECHNOLOGIES

Client

• SCO Family of Services

• Republic Airways

• Frontier Airways

Tools Worked on:

• Cherwell

• iSupport

• ManageEngine

• SolarWinds

• PRTG

• IPSOS

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