PRASANNA JAYAKUMAR

S/o, Jayakumar,

No G* Sangeetha homes, Mukundan Street, Mobile: +91-984*******

Krishnapuram Ambattur,

Chennai-600053. E-mail: adnhog@r.postjobfree.com

Career Abstract:

* **ars of IT Support Engineer at Sharaf DG LLC from July 2019-June 2021

2 year of Technical Support Engineer(Online Microsoft Products troubleshooting and Configurations)

3 years of Sales Support Executive (International Chat Process).

Skillful in planning, scheduling and executing targets within the team as well in the company generally.

Expert in presenting systematic reports to the managerial level as well the client level.

Work Experience:

Sharaf Group is one of UAEs largest and most respected business conglomerates. It comprises of over 60 operating companies in more than 6 business sectors: Information Technology; Shipping; Retail; Real Estate; Financial services; Consumer Products; Travel and Tourism; and Construction. Sharaf Group companies together employ over 9,500 people. Among the groups registered enterprises, names that standout are- Sharaf Shipping Agency, Sharaf Industries, Sharaf Travels, Sharaf Enterprises, Sharaf Group Retail Division, Sharaf Design and Information Dynamics these have a wide presence in and around Gulf countries.

Job Profile:

Roles and Responsibilities:

Imaging Windows operating system to end users using Absolute software and Paragon tool

Imaging and configuring Operating system with applications for Thermal Camera

RAM and SSD upgradation on Intel NUC, Configuring Intel NUC for end users

Working on servers for Anti-Virus installation and configuration

Installing Hardware Components and Software programs

Technical Assistance for End users over online and phone

Troubleshooting in-house and external clients remotely

Itrope Technologies is a global information technology (IT) services company providing IT consulting, technology and outsourcing services. Using our enhanced global delivery model, innovative platforming approach and industry expertise, we provide cost-effective services that enable our clients to use IT to enhance business performance, accelerate time-to-market, increase productivity and improve customer service.

Job Profile:

I would like to enumerate my job details with which you could assume my responsibility and capability:

Technical Support Engineer Roles and Responsibilities: (US and Aus. Clients)

Taking ownership of customer issues reported and seeing problems through to resolution

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Track computer system issues through to resolution, within agreed time limits

Provide prompt and accurate feedback to customers

Prioritize and manage several open issues at one time

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manual.

Sales Support Executive Roles and Responsibilities: (US Clients)

Generates and processes new sales leads as necessary

Answers phone calls from customers and deals with problems as they arise

Acknowledges customers by responding to emails, texts, and phone calls

Maintain client relationship for business and help the sales team in achieving target

Use decision-making skills in responding for clients.

Voice Support Executive Roles and Responsibilities: (Aus. Clients)

Understanding the clients issue and providing them with the appropriate solution.

Achieving the KRAs like AHT, Quality, Satisfaction score, Hold etc. and adhere the organization policies.

Effective role player in grievance handling and specialized person in client satisfaction.

Summary of Skills:

Constant leaner with high availability and response

Flexible and adaptive to changing technologies, and work environment

Imaging of operating system to end users with necessary software programs using Absolute Software

Imaging for Thermal Camera installation and configuration

Providing technical assistance for end users over chat and phone

Tools:

Absolute

Paragon

LogMeIn Rescue

Any Desk

Team Viewer

VNC

DATTO

About Absolute:

Visibility

Control

Resilience

Automate Hardware and Software audits

Improve Helpdesk Efficiency

Enforce Security Standards

Detect and Respond to Endpoint risks

About Paragon:

Prepare WinPE-based bootable environment on CD/DVD/USB thumb drive

Backup and Restore

Registry Editor

Log Saver

About DATTO:

Comprehensive Auditing

Real Time-Monitoring

Flexible Reporting

Built-In Patch Management

Remote Control and Takeover

Education:

B.E CSE Computer Science Engineering in Jaya Engineering College.

Achievements:

Certified in Microsoft Azure Administrator

Certified in Microsoft Azure Fundamentals

Completed Training on ASSOCIATE SOLUTION ARCHITECT-AWS on FITA Academy.

Provided training for the Co-Workers and improved the sale targets and completed the task along with the team.

Guided clients to troubleshoot and configure the Operating System over the Phone as well as on Chat.

Conducted feedback sessions with the Technical Support Executive and clients to ensure Customer Satisfaction and Job Fulfillment.

Personal Information:

Marital status &Sex : Single, Male

DOB : 27.06.1991

Languages known : English, and Tamil

Permanent address : S/o S.Jayakumar,

No G-1 Sangeetha Homes, Mukundan Street,

Krishnapuram, Ambattur,

Chennai 600053

DECLARATION

I certify that the particulars given above are correct and complete to the best of my knowledge and believe that nothing has been concealed by me.

Thank You

Date: Yours faithfully

Place: (Prasanna.J)

Contact this candidate