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Help Desk - Technical Support - Free Resume Sample

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ARVIND RAWAT

Contact: 999999999 | E-Mail: [email protected]


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

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