Support Engineer Help Desk

Ankita

Phone: 312-***-**** email: ******.******@*****.***

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Worked as Help desk/ Technical Support, involved in dealing with clients and solving the issues

over the phone.Directly interacting with customers across all communication channels. Defusing

high-stakes situations by listening to customers and providing speedy effective resolutions.

Acting as the voice of the company on the front lines servicing customers.

ITIL professional.

Responsible for daily monitoring of the multi-department help desk,assigning tickets

promptly and answers any inquiries.

Follow-up on outstanding requirements and ensure timely resolution.

Managing customer expectations regarding estimated response times for issue

resolution.

Identifying technical issues and using appropriate trouble shooting steps leading to

resolution

Handling customer requests, provide appropriate solution and alternatives.

Coordinating with corporate IT help desk to maintain the established Incident tickets and

change request process to track support using Remedy.

Applying advance diagnostic techniques to identify problems, investigate causes and

recommend solutions to correct common failures.

Contributes to the development of service strategy to mitigate software, hardware and

networking issues.

Contributes to the development of business support standards, processes and

procedures and guidelines for Incident Management.

Troubleshoots and resolves IT issues via phone, web and in person channels.

Ensures all incidents are resolved against SLA's.

Report on Help desk and support using uptime and ticket related performance metrics.

Experience of working within a Service environment and technical teams of IT experts

Experience of working on ITIL ticketing systems (Service Now), understand ITIL

framework

Ankita

Phone: 312-***-**** email: ******.******@*****.***

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PROJECT EXPERIENCE

Employer Tech Mahindra, Chandigarh (India)

Role Technical Support Engineer

Environment Remedy, Citrix

Duration October 2013– July 2020

AREAS OF EXPERIENCE

Industries : IT

Languages : C, C++, Java, Servlets, JDBC, JSP

RDBMS : Oracle 8.X/9.0/10g/11g, Microsoft SQL Server

OS : Windows NT, Windows XP, UNIX

Source Safe Tools : PVCS, TFS, Remedy, JIRA, Confluence

PERSONAL DETAILS

Name Ankita

Address Sunchase court

Cell Number 312-***-****

E-mail Address ******.******@*****.***

EDUCATION

Degree/Certificate Year

Master of Computer Science 2012

Post Graduate Diploma in Computer Applications 2009

Bachelor of Arts (Mathematics) 2008

Contact this candidate