An Experienced Help Desk - Technical Support Professional
Providing user support and customer service on company-supported computer applications and platforms.Troubleshooting the problems and advising on the appropriate action
PROFILE SUMMARY
Extensive experience of XX years in installing and configuring computer hardware operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems, diagnosing and solving hardware or software faults
Adept in ensuring maintenance and monitoring of computer networks and systems; logging the queries of customers and employees; analyzing call logs in order to discover any underlying issues or trends; diagnosing and solving hardware or software faults
Skilled in testing and evaluating new technology; performing electrical safety checks on the company’s computer equipment; responding to call-outs in a timely fashion; following instructions, either written or in diagram form, in order to set up a system or fix a fault
Working knowledge of fundamental operations of relevant software, hardware and other equipment;knowledge of relevant call tracking applications; experience of customer service practices; related experience and training in troubleshooting and providing help desk support
ORGANIZATIONAL EXPERIENCE
Since MM YY | XYZ Ltd, Delhi | Help Desk - Technical Support Executive
Key Result Areas:
Provide technical assistance and support for incoming queries and issues related to computer systems,
software, and hardware; respond to email messages for customers seeking help
Respond to queries either in person or over the phone; write training manuals
Train computer users; maintain daily performance of computer systems
Ask questions to determine nature of problem; walk customer through problem-solving process
Install, modify, and repair computer hardware and software
Clean up computers; run diagnostic programs to resolve problems
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users; follow-up with customers to ensure issue has been resolved
Gain feedback from customers about computer usage
Run reports to determine malfunctions that continue to occur
Key Highlights:
Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????
MM YY – MM YY | ABCD Ltd, Delhi | Help Desk - Technical Support Executive
Key Result Areas:
Served as the first point of contact for customers seeking technical assistance over the phone or email
Performed remote troubleshooting through diagnostic techniques and pertinent questions
Determined the best solution based on the issue and details provided by customers
Directed unresolved issues to the next level of support personnel
Provided accurate information on IT products or service; recorded events and problems and their resolution in logs
Walked the customer through the problem-solving process; followed-up and update customer status and information; passed on any feedback or suggestions by customers to the appropriate internal team
Identified and suggested possible improvements on procedures
Key Highlights:
Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????
EDUCATION
YYYY
BA from ABC College, Delhi
TECHNICAL PURVIEW
MS Office – Word, Excel & PowerPoint
Internet Applications
PERSONAL DETAILS
Date of Birth: 01st October 1981 | Languages Known: English & Hindi
