ARVIND RAWAT

C-21

Sector-21

Delhi - 212652, Delhi

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

Bachelor of Business Administration, BBA

ABC College

BBA

Delhi, Delhi

Completed, June 2003

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????