About Me
Helpdesk Support Engineer
- Extensive experience of XX years inacknowledgingand resolve user service requests utilizing the service request management system; applyingstandard principles, concepts and techniques toward the identification and resolution of user problems
- Skilled in providingresolution to an assortment of problems of moderately complex scope; contributing to the advancement of the organization’sadoption of the Windows operating system by adding to the standards for its configuration and management; developing effective methods for its deployment
- Adept in accessingsoftware updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution; involved in troubleshootingWindows Desktop and Microsoft Office applications
- Deft in performinghands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications; reacting to service outages promptly with adherence to standard operating procedures
Education
Bachelor of Business Administration, BBA
ABC College
BBA
Delhi, Delhi
Completed, June 2003
Work Experience
April 2004 - November 2011
Helpdesk/Support Engineer
XYZ Ltd
Delhi, Delhi
Key Result Areas:
- Provide technical support; answering support queries either onsite or via phone or email
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Log all calls on the call logging system and maintain full documentation
- Respond to enquiries from clients and help them resolve any hardware or software problems
- Maintain a log of any software or hardware problems detected
- Support users in the use of Computer equipment by providing necessary training and advice
- Allocate more complex service issues to the relevant IT Support member
- Arrange for external technical support where problems cannot be resolved in house
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????
January 2012 - October 2017
Helpdesk/Support Engineer
XYZ Ltd
Delhi, Delhi
Key Result Areas:
- Interfaced with vendors to place orders for new equipment andsoftware
- Created and maintained updated documentation
- Provided hardware and software support for local users in person, and coordinating and providing support, via phone and email, for our users worldwide through our helpdesk system
- Collaborate well in a small team environment
- Maintained standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
- Provided support services to staff with technical problems and information technologyissues involving desktop, laptops, PDA or network services
- Provided timely resolution of problems or escalation of issues to appropriate technical personnel
- Participated in development of information technology and infrastructure projects
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????
Computer Proficiency
Operating Systems
- MS Office – Word, Excel and PowerPoint
Software
- Internet Applications
Languages
- English
- Hindi
Personal Details
- Birthday:October 01, 1981
