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Service Desk Analyst/asset Manager Resume

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.

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