SUMMARY:

A well presented,well mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving a customer’s technical problems via telephone, e - mail and one to one. Having a proven track record of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements.Looking for a company which will challenge my Problem solving skills and allowmeto continue to develop my knowledge and potential.

WORK EXPERIENCE:

Service Desk Analyst/Asset Manager

Confidential

IT Support Engineer

Confidential

Senior IT Support Engineer

Confidential

Desktop Support Engineer

Confidential

IT Associates

Confidential

Responsibilities:

• Providing technical support over the Remote & Phone to all IT users
• Handling Incoming incidents via the phone / e-mail promptly and effectively. Diagnosing and resolving a wide range of technical issues over the phone.
• Escalating calls and issues where necessary to senior managers & team leaders. Investigating and implementing ways of reducing calls to the Help Desk.
• Ensuring that all call details are captured and entered in the logging software. Updating support documentation.
• Answering & responding to all calls & requests within agreed time scales. Keeping customers updated as to progress.
• Provide troubleshooting and configuration support for client desktop and networking environment.
• Familiar with ITIL Service Level agreement and Key Performance Indicator process
• Installation and Troubleshoot the OS like Windows 10, 8, 7, XP,98
• Well Know the IBM Maximo tools and Wipro IT Service Desk for Incidents and Asset Management.
• LAN configure, Cabling, trace the LAN and fiber optical cable.
• Testing and Troubleshooting Network connectivity issues.
• Given basic support for Manageable switches and Routers.
• Installing Unmanageable switches and patching panel to panel.
• Drawing the Network diagram in Microsoft Visio.
• Configure the Avaya software and Avaya Communication devices.
• Familiar with different Microsoft office and tools, Configuration Microsoft Outlook and troubleshooting.
• Familiar with different Quick Heal Console, creating group managed USB or Internet blocking, Manage File activity through Antivirus Console, also familiar with Symantec, Avast, MacAfee, E scan.
• Troubleshooting the hardware issue of Desktop and Laptop, assemble the system.
• Provided training to the user support specialists on procedures and coaches them on technical and customer service skills.
• Maintained database of help desk ticketing system.Ensure and check that consistent data entry and complete problem descriptions are included in all tickets.
• Tracking customers calls in help desk database.
• Overseeing and maintaining procedure standard of help desk.
• Arranging training programs for users. also Providing training to new junior employee.
• Attending Daily Phone calls for Day to Day Incidents reports.
• Troubleshoot computer software, hardware or network.
• Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Installing and Troubleshooting 365 Office,2013, 2012, 2010, 2007, 2003 Microsoft Office.
• Printer, Scanner, Lamination, Copier Machine Maintenance and repairing
• Clean Printer - Remove printer paper dust and clean the exterior and accessible printer parts.
• Printer Supplies - Make sure that all your printer supplies, such as ink or toner, papers are stocked and ready for use as needed.
• Managing network printer includes maintaining the printer and managing the users who access the Printer.
• Well Know with Pollycom Video Conferencing System
• Configuration of Routers for Video conferencing
• Installation video conference system, Troubleshooting.
• Provide first level support to ensure that SAP is Accessible, and user is able to login to SAP.
• Installation of SAP client on users’ desktop and configure SAP client.
• Coordinates to Level 2 or Developers Project team for higher level support.
• To ensure that the locations having ADCs, the desktop/laptops are configured on domain and necessary configuration is done so that user can access network resources like printer, file server, Internet, network sharing Etc.
• Troubleshoot domain access and login problem at client side
• Ensure the desktop / laptop policy is applied on all machines through domain.
• Ensure the availability of domain connectivity to desktop / laptop for ant virus and patch updating.
• Provide first level support to ensure that E-Mail is Accessible, and user is able to send/receive mail.
• Configure outlook for the user.
• Setup PST file for mail archival, Ensure the availability of latest address book so that user can download on their machines. Repair and Recover the PST file.
• Follow IMAC process for all new and old asset provided to user.
• Track the software licenses, so that no misuse of the same occurs.
• IT Purchase Department will procure the approved MIF subject to non-availability in IT Stock & update the status in FTP site on daily basis
• Completed IMAC needs to update in AMS tool database within 24 hours. Coordinate with Vendors to carry out Preventive Maintenance of Under Covered AMC Printer, Laptop, Desktop
• Create vendor database to manage and escalate issues Prepare AMC Report of all asset under policy.
• The final SLA compliance for vendor services also shall rest with the partner.
• Handle the Vendor like Dell, HP, BSNL, Ensure Printer Service, DB UPS etc.
• Technical Troubleshooting End User Training Virus Detection Removal & Prevention IT Infrastructure & Performance Tuning.
• System Upgrades, Optimization Security, Backup & Recovery Solutions
• Technical & User Documentation Relationship Management.
• VIP User Support.