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Madan Mohan Rawat

Address: New Rolla Building Near Baqer Mohebi Super Market Bur Dubai UAE.

Contact No: +971582213074, E- mail Address: maddy.rawat786@gmail.com

Visa Type: Tourist Visa (Valid for 7 March 2020)

Objective

A competent IT support professional with a proven track record of providing specialist technical and helpdesk support. Extensive experience of working in the front line Helping clients and colleagues resolve complex technical IT issues. Possessing Excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of best practice, procedures and policies within a company.

• Working experienced in voice operations, desktop applications, Operating Systems, Remote Support and Onsite support.

• Excellent knowledge of IT Service Management tool and ticketing system.

• Accurately record all customer communication using the appropriate service desk software.

• Email Configuration Support and LAN/WAN Support.

• Core Banking Application support and End user Support engineer in CITI BANK.

Working Experience

Current work experience

• Working as a Technical Support Engineer and Voice operations with Tata consultancy service ltd in Delhi India (4 Nov 2015 to 30 Aug 2019)

Role and Responsibilities-

1 Daily DCFC Reporting.

2 Provide thorough support and problem resolution for customer.

3 Closed 98% of trouble tickets on the first call without escalation.

4 Provide support to the desktop, IP phone, gateway, Avaya PBX & infrastructure issue.

5 Manage the inventory of computer equipment, applications and accessories.

6 Commended for quickly resolving complex issues including system crashes, IP Phone, network slowdowns, connectivity problems, Outlook, anti virus infections and more.

7 Provide support to troubleshoot network and voice cabling.

8 Provide support to disconnect all network devices and phone system, transfer and reinstall at new location during office relocations.

9 Provide support to install preconfigured PBX phone systems.

10 Experience in structured cable installation for both voice and data.

11 Achieved a user satisfaction rating of 4.9/5.0 consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

12 Provided level 1 and 2 technical support for 10000+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

13 Build and maintain successful relationships with service providers, dealers and consumers.

14 Assist management with scheduling service protocol improvements and quality assurance.

15 Processed inbound and outbound technical support calls at a 30% faster rate than team average.

16 Referred difficult issue to upper management while maintaining positive report with customer.

17 Resolved customer complaint and concerns with strong verbal and negotiation skills.

18 Troubleshooting knowledge of Hardware and Software.

19 Support to CITI Bank aspect dialer software (UAD, UCC, UD recording agent, enterprise monitor etc)

20 Support to desktop/laptop operation to users (including printers, email, office application, IP Phones, Office Phones, Media Gateways, PBX, voice server, VPN etc.

21 IT Assets Management (including receiving, tagging, disposal, maintain assets listings/map, stocking etc.

22 Support to Moves, Adds & Changes of physical phones, IP Phone, CMS Agent ID, Avaya id, Auth code, Nice call recording, Desktop & changes, VDN (Vector Directory Number) implementation.

23 Support to Avaya Call Manager Media Server PBXs.

24 Maintain a minimum average of 15-25 ticket closures per day in support of day to day Operations.

Servers & Server Room (data center )Monitoring and Management-

1 Daily & Monthly tape Backup Management (include Cisco Recall, Nice Server & Aspect Support, Avaya gateway etc)

2 Servers Authentication Logs review.

3 Manage and assign day to day task to helpdesk support.

Previous work Experience.

• Working as a Quality Analysis with Tata consultancy service ltd as a contract employee through Futurz Staffing Solutions Pvt Ltd in Pune India.(20th Feb 2014 to 3rd Nov 2015)

Role and Responsibilities-

1 Daily QC Reporting, Control Chart, RCA Reporting, RCSA testing, Defect log & FAO Report, Daily Interface Reconciliation, Daily QC meeting, Daily duplicate check by Macros run report.

2 Daily working with Efast Tool (Invoice uploading, downloading, notification etc.

3 Monthly Quality deck all process related (Invoice Processing, Exception, Customer service & indexing).

4 ERP Knowledge – ( PeopleSoft , Cincom , Oracle 11i, Oracle R12 & ITS & TK )

5 Processing of document types such as invoice, credit memo, ICN (Invoice correction Notice), VCR (Voucher Change Request), Debit memo, Payment request.

6 Interacting with client through e-mail and solving the queries.

7 Solving the process queries (Desktop, Network problems, System related problems and any application related problems.

8 New Joiner training as per training plan.

• 3 Month working as a Operation Assistant with Nelito Systems Limited.( 1 March 2013 to 31 May 2013)

Professional Qualification

1 BCA Passed from Punjab Technical University Jalandhar in 2011.

Academic Qualification

1. Intermediate: from Uttarakhand Board Naugaon Uttarkashi in 2008.

2. High School: from Uttarakhand Board Naugaon Uttarkashi in 2006.

Technical Skills

1 Knowledge of Excel and Power Point etc.

2 Knowledge of Hardware & Software.

3 Knowledge of typing skill Hindi & English.

4 Knowledge of PDF to Word converts.

LANGUAGES : C, C++, Php, Html , Asp.Net, Java .

OPERATING SYSTEM: WINDOWS (98, XP, 2000 professional, 2000 server, 2007, 2010) SOFTWARE INSTALLATION: Eclipse, Xampp Contral Panel, Visual Studio, SQL Server, etc.

WEB TECHONOLOGIES: PHP, JAVA SCRIPT, VB, HTML.

CERTIFICATION:-

1 Three month Project training at HCL Career Development Centre Dehradun.

2 Nine months computer course from Matrix Infocom Naugaon Uttarkashi.

3 Actively participated in College N.C.C.

4 Web Designing Course from ICT in Dehradun Uttarakhand.

5 GB certified by TCS – Project closed on productivity improvement.

Achievements

1- Reward and Recognition Awards in August 2014 and 2015.

2- BPS Star Performer Award Feb 2016, Feb 2017, Apr 2017.

3- On the Spot Award Aug 2017.

4- On the Spot Award Dec 2017.

5- BPS Star Performer Award Dec 2017.

6- BPS Star Performer Award Apr 2018.

Personal Details

Father’s Name : Sh. Kedar Singh Rawat

Date of Birth : 02/02/1990

Sex : Male

Marital : Unmarried

Languages : Hindi & English

Permanent Address: Naugaon Dist. - Uttarkashi, (Uttarakhand) India-249171

Declaration

I hereby certify that all the information furnished is correct to the best of my knowledge & I am ready to provide relevant documents as a proof there of.

Date: Signature

Place: Dubai Madan Mohan Rawat

madan

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