Objective :
To contribute my best to the organization irrespective of the kind of project undertaken and to utilize my skills and to perform the job to the best of my ability with the zeal and willing to learn.
Experience :
Help Desk Coordinator Nov 2015
ASPL As per company requirement, I have deputed to our customer Tata business support services Ltd, begumpet, Hyderabad
Responsibilities :
** Resolve helpdesk service calls using documented procedures.
** Support IT staff members on support work.
** Manage Help Desk responsibility and resource allocation to maintain approximately 5000 users
** Handle routine Help Desk calls to ensure timely resolution as per Senior Management’s Service Level Agreement.
** Attend help desk calls in-person and through email, FAX and phone.
** Answer help desk lines and troubleshoot through PC DUO remotely.
** Support Shift warehouse issues such as packing stations, account maintenance and ACS.
** Handle Help Desk ticketing system through Track IT.
** Attend support calls, walk-up customers and emails for first level technical support.
** Solve routine issues and escalate complex issues based on priority.
** Input problems and resolutions into standardized company support center application.
** Develop, execute and follow IT operational policies, standards and work instructions for customer support.
** Ensure customer satisfaction through continuous status information.
** Develop and manage internal and external support documentation.
** Monitor critical infrastructure systems through industry standard monitoring tools and systems.
Customer support professional May 2014 :
Sitel Cyber Pearl, Hyderabad
Responsibilities :
** Working for the client ‘Ally’.
** Working in a team for the Payment Resolution Queue
** Working environment in RUMBA AS/400 (Mainframes)
** Providing support to the customers via email, fax, inbound and outbound calls
** Ensuring that the customers has paid the amount either by cash or online
** Closing the account if the customer has paid the amount through the dealer
** Sending a fax to the dealers if the customer has paid more than required amount
** Reminding the customers through email/fax/phone if there are dues in their payment
** Ensuring that the hourly targets are met and the accounts are cleared in TAT
** Ensuring that the trackers are updated frequently
** Sending emails to the customers if there are any queries regarding their accounts
** Ensuring that correct documents are send to the customers through emails
** Maintaining the record of customers who calls, emails or fax for the queries.
Skills&nb
sp; :
Professional :
** Strong oral and written communication skills
** Strong analytical and problem solving skills
** Motivated and works with enthusiasm and tenacity
** Ability to handle multiple tasks
** Goal oriented
** Ability to set goals and to reach them in time
Technical :
** OS installation Win XP, Win Server 2003, 2008,Win Vista, Windows 7.
** Windows maintenance, dual booting, upgrade & update the windows
** MS outlook configuration and troubleshooting.
** Disk Management, partitions.
** Printer installation, Scanner configuration and troubleshooting.
** Basic Networking, Data sharing, TCP/IP Configuration.
** Remote desktop and Remote assistance.
** Basic Firewall configuration.
** Hardware Installation, Maintenance, LAN troubleshooting.
Software Side Support :
** Installing the O/S like W2k, XP, W2k3, and Win 7.
** General troubleshooting
** Helping on project based application setups
** System drivers & settings
** Outlook configuration
** Other utilities like installing software’s according to the project requirements
Hardware Side Support :
** Installing / configuring the external devices like CDROM/DVD Drives, Hard disk, Modem, Web cam, scanners and System BIOS settings
** Upgrading the Memory/Hard disks to the user desktops
** Arranging the projector / laptop for Induction sessions and team meetings
** Printer configuration & Printer sharing
** Swapping the user places & systems according to the project wise
** Configuring Avaya VOIP Phones
** Configuring WIFI on Laptops
Education :
** Netaji College of engineering and technology - SEP 2009 – MAY 2013- BACHELORS IN COMPUTER SCIENCE
** Sri Vyshnavi Junior College – JUNE 2007 – APR 2009- BOARD OF INTERMEDIATE
** Gautham School – JUNE 2006 – MAR 2007- SECONDARY SCHOOL
Professional Affiliations/Certifications :
** Certified from Oracle in Oracle Database 10g : Introduction to SQL, 2014
** Certified from Sree Infotech in C and Data structures, 2009
Achievements :
** Achieved the best trainee award for the quarter 2 in Sitel
** Achieved 2nd prize in paper presentation held at Netaji Institute of Engineering and Technology
** Participated in Robotics held at Netaji Institute of Engineering and Technology
** Active participant in quiz, debates and anchoring in school
** Secured a rank less than 12% in NIIT 10th national aptitude test
Declaration :
I hereby declare that the information furnished above is true to the best of my knowledge.
Place : Hyderabad.
Date :