MANOJ

KUMAR

adwftu@r.postjobfree.com

+91-821*******

HIMACHAL PRADESH, INDIA

175016

SKILLS

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 scope

of L1/T1 technician support.

Windows 10

Windows Vista

Customer Service Expertise

Hardware Upgrades

Software Diagnosis

Mac Systems

Troubleshooting and Assistance

Desktop Support

Hardware and Software Configuration

Application Installation

Norton Antivirus Software

Technical Issues Analysis

PC Component Diagnostics

Computer System Maintenance

Call Center Operations

Responding to Technical Questions

Employee Computer Support

Resolve Technical Problems

Microsoft Windows and Office

System Performance Assessments

Installs new printers

Configure printers on network

Maintain and ensures proper

function of standalone printers

scanners or Network Printers.

PROFESSIONAL SUMMARY

Customer service focused Technical Support Specialist with 8 years of career experience in help desk environments. Highly adept in systems analysis, diagnostics, and troubleshooting and conflict resolution. Exhibits excellent organizational and problem- solving skills. Works well in team environments and displays strong work ethic.

WORK HISTORY

PROMOTE ABHI - Digital Marketing Executive

NEW DELHI, INDIA • 08/2022 - Current

Created email blast campaigns to target key customers.

Created and managed social media campaigns to increase brand engagement.

Optimized email campaigns to increase open and click-through rates.

BLUBOTIC - Printer Technician

GURGAON, INDIA • 07/2021 - 06/2022

Assisted customers with technical support inquiries.

Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.

Corresponded directly with customers to troubleshoot problems and needs and provided exceptional customer service.

Operate and troubleshoot basic printing equipment problems, according to established guidelines.

Responsible for maintaining, servicing and installing network printers as well as directly troubleshoot printers to computers. SAI TECH & INFRASTRUCTURE PVT LTD. - Technical Support Specialist

NEW DELHI, INDIA • 01/2018 - 03/2020

Responded to customer inquiries and provided technical assistance over phone and Remotely.

Created user accounts and assigned permissions.

Researched and identified solutions to technical problems.

Configured and tested new software and hardware.

Removed malware, ransomware, and other threats from laptops and desktop systems.

Installed, configured and maintained computer systems and network connections.

Installed and configured operating systems and applications. EDUCATION

NIIT DELHI

DHARAMSHALA • 05/2011

GNIIT (SOFTWARE ENGINEERING):

Computer Installation And Repair

Technology

KUVEMPU UNIVERSITY

MANDI • 11/2010

B.SC.(IT): Computer Engineering

Technology

HPBOSE

DHARAMSHALA • 03/2007

High School Diploma

HPBOSE

DHARAMSHALA • 03/2005

High School Diploma

Monitored system performance to identify potential issues.

Diagnosed and troubleshot hardware, software and network issues.

GOMTECH LLC - Team Leader

NEW DELHI, INDIA • 11/2015 - 03/2017

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Researched product and issue resolution tactics to address customer concerns.

Explained security measures in simple terminology to help users understand malware and phishing threats.

Promoted efficiency among departments with prompt resolution of system issues.

Monitored systems in operation and quickly troubleshot errors.

Assisted with updating technical support best practices for use by team.

Responded promptly to incoming sales leads and requests for technical support.

Configured hardware, devices, and software to set up work stations for employees.

UNITED NET SOLUTIONS - Technical Head

NEW DELHI, INDIA • 08/2014 - 08/2015

Onboarded and trained all incoming junior tech support specialists.

Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.

Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Printer issues.

Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Monitored systems in operation and quickly troubleshot errors.

Configured hardware and granted system permissions to new employees.

CADDLE BUSINESS SOLUTIONS - Technical Support

Representative

GURGAON, INDIA • 09/2012 - 07/2014

Monitored systems in operation and quickly troubleshot errors.

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.

Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.

Promoted efficiency among departments with prompt resolution of system issues.

Diagnosed and troubleshot hardware, software and network issues.

PC INFO SOLUTION - Technical-support-specialist

NEW DELHI, INDIA • 02/2012 - 08/2012

Interpreted clients' needs and introduced services to fit specific requirements.

Followed all company policies and procedures to deliver quality work.

Listened and responded to customer requests and forwarded necessary information to superiors.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Managed high levels of call flow and responded to technical support needs.

ADDITIONAL INFORMATION

Fathers Name : Ashok Kumar

Date of Birth : 25th March 1989

Gender : Male

Marital Status : Married

LANGUAGES

English

Advanced (C1)

Hindi

Bilingual or Proficient (C2)

.

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