Customer Support Desk Analyst
Resume:
Monika
Tiwari
PHP Web Developer
Monika Tiwari
Plano Texas 75024
adub86@r.postjobfree.com
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Skills
Enthusiastic Service Desk Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of issues and training in customer support. Motivated to learn, grow and excel in the IT industry.
•PHP,MYSQL
•IT Support
•Unix Operating System.Python
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Experience
Airtel Technology / Service Desk Analyst
Bhopal, Madhya Pradesh 2013 - 2014
•Collaborated with internal partners to effectively resolve user issues.
•Diagnosed and resolved user system functionality issues to enable completion of desired operations.
•Answered user product attribute and usage questions to promote satisfactory product ownership experience.
•Discussed customer concerns regarding product usage, billing to promote improved user experience.
•Resolved common user concerns by utilizing preset issue resolution scripts.
•Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
•Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
IPER Business Solutions / PHP Developer
Bhopal,Madhya Pradesh 2012-2013
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
•Engaged in user support interactions via telephone, chat and email platforms.
•Addressed user customer service concerns and decided when to escalate problems to specialist team members.
•Processed support requests weekly for technical assistance on wide range of issues .
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Education
Master of Computer Science & Applications - Jun 2005
Dr.H.S Gour University Sagar
Computer Science
Bachelor of Computer Science & Applications - Jun 2002
Dr.H.S Gour University Sagar
Computer Science
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Certifications
Oracle Cloud Infrastructure Architect Associate 2019
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