Extensive experience of XX years in acknowledging and resolve user service requests utilizing the
service request management system; applying standard principles, concepts and techniques toward
the identification and resolution of user problems
Skilled in providing resolution to an assortment of problems of moderately complex scope; contributing
to the advancement of the organization’s adoption of the Windows operating system by adding to the
standards for its configuration and management; developing effective methods for its deployment
Adept in accessing software updates, drivers, knowledge bases, and frequently asked questions
resources on the Internet to aid in problem resolution; involved in troubleshooting Windows
Desktop and Microsoft Office applications
Deft in performing hands-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
ORGANIZATIONAL EXPERIENCE
Since MM YY | XYZ Ltd, Delhi | Helpdesk/Support Engineer
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????
MM YY – MM YY | ABCD Ltd, Delhi | Helpdesk/Support Engineer
Key Result Areas:
Interfaced with vendors to place orders for new equipment and software
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 technology issues 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????
EDUCATION
YYYY
BBA 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
