Skills
ITIL
MCSA
MCSE
Agile
scrum
cloud
active directory
imaging
mac
windows
tablet
printers
video wall
avaya
new joinee process
documentation
VC
gatepass
crm
team lead
technical support engineer
service desk engineer
end user computing
Profile Details
Experience
5 Years
U.A.E Experience
--
Industry
Information Technology
Nationality
Hindu
Visa Status
Visit Visa in UAE
Qualification
Bachelor - NGP INstitute of technology. I have completed Electronics and communication engineer
Driving License
NA
Industry Titles
Information Technology
Summary of Career
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Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.
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Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
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Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.
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Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
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Auditing customer accounts to ensure accuracy of information.
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Handling escalated issues from customers.
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Participating in the Manager on Duty rotation.
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Excellent communication skills with a strong customer focus
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Dynamic, energetic, motivated, positive outlook Skilled in a computerized work environment utilizing Microsoft Office, specifically Word and Excel
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Good understanding of Networking including Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Latency, VoIP, QoS
Resume / CV
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Work Experience
Technical Support Engineer
12 March 2015 —
14 June 2016
•Handled Technical and Process Escalations Providing networking, design, installation and maintenance services and increased the team productivity up-to 3%
•Analyzed and supported networking issues including TCP/IP, SMTP etc. and other inter networking technologies (Router, switch, proxy, firewall, load balance) with 99% accuracy.
Service Desk Engineer
15 June 2016 —
14 June 2017
•Ability to handle International Voice and non voice process 24*7 with on-call support.
•Analyzed the issue and supported many applications like VPN, Sophos, and LogMeIn etc. with 98% CSAT.
•Managed a process re-engineering project to improve & consolidate end to end service process, restructured communication flow among 10 departments & cut down paper work by 75%.
IT Team Lead
10 June 2017 —
15 November 2019
•Demonstrated experience on coordinating with vendors, meeting arrangements, Roster & leave management, supporting customers on equipment support which includes Desktop, Laptops, Scanner, Thin clients, LAN/WAN (Firewall), VC support, VOIP Telephony, printers, Server via emails, tickets, walk-ins and on-call 24*7 & preparation of reports on tickets to maintain productivity.
•Promoted within 12 months due to strong performance and organizational impact.
•Mentored team members & have experience to handle new hires orientation program, ID creation, Laptop allocation, OS Deployment(MAC/Windows 7/8/10), Software and hardware installations. Etc.
Academic Qualification
Bachelor
16 April 2015
NGP INstitute of technology. I have completed Electronics and communication engineer
Intermediate
28 March 2012
GRG POlytechnic college. I have done Instrumentation and control engineering
Certifications
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