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Student Manager Resume Example

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STUDENT MANAGER
Professional Summary

Experienced Senior Analyst possesses excellent leadership skills and a highly analytical focus.Sound communication skills and good ability to multitask allow for skilled delivery of IT solutions. Has a Master's degree in Business Administration along with four years of progressively responsible positions in IT Service Desk/Help Desk roles

Skills
  • Basic network technology knowledge (LAN/WAN and wireless)
  • Strong interpersonal and communication skills and the ability to work effectively within branch departments
  • Reporting and documentation
  • Process improvement/management
  • Training and development
  • Time management skills
  • Strong working knowledge of computer networks including servers, LAN switches, TCP/IP, and VPN
  • Excellent computer literacy including knowledge of MS Word and Excel
  • Client relationship management
  • Information security
  • Advanced computer proficiency (PC and Mac)
  • Multitasking
  • Quality control
  • Team leadership
Work History
01/2017 to 03/2019
Student ManagerCougarNet IT Helpdesk (Concordia University) － Chicago, IL
  • Support our University Staff and Faculty with Printer Installation, Software Installation, New Desktop Installation, Windows and Mac Issues
  • Providing Technical Support to Staff, Faculty and Students of the University over phone or to walk in users
  • Logging and resolving tickets on our Web help desk tool (Solar Winds)
  • Troubleshooting with clients on many issues such as Blackboard, Email Account Set-up, Outlook Issues, Printer Queue issues, Network Drive issues, Password reset
  • Performed AV Set-ups and Supported big events such as Commencement, Board of Regent meetings, Lutheran Church Meeting
  • Supervising help desk employees and Training New hires on Help desk and AV tools
  • Resolved technical complications for users with remote support strategies GoTo Assist Remote Tool
  • Performs other related duties as assigned by help desk manager
08/2015 to 07/2016
Senior AnalystHCL Technologies － Greater Noida, Uttar Pradesh
  • Working for a big Multi National Brand (Jardine Lloyd Thompson) and Serving Clients across globe from UK, USA and Australia
  • Incident management, remote management, and system management tools to monitor, assisting, and resolving the user-related issues
  • Delivering service and support to end-users using and operating automated call distribution phone software, via remote connection or over the internet
  • Provided L1/L2/L3 admin technical phone desktop support to local/remote/global users
  • Duties included password resets in the Active Directory, troubleshooting remote connectivity issues (routers, modems, wireless), supporting MS Outlook and MS Office, Office 365, Citrix
  • Demonstrating a broad range of desktop PC/Mac user support experience, good working knowledge of wired/wireless network connectivity troubleshooting skills, an understanding of best practices for secure computing
  • Analyzing routine and non-routine issues with wireless equipment, software applications, and network performance to identify the root cause and deliver the best solution
  • Training the junior staff in implementations of various quality tools and procedures
  • Create, manage, and escalation of tickets at the end of the shift for unresolved issues
  • Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Bomgar
  • Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems
  • Administered and supported remote access (Cisco IPSec VPN), as well as administered and supported RSA SecurID access issues
06/2014 to 06/2015
AssociateWipro Technoligies － Noida, Uttar Pradesh
  • Troubleshooting via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications
  • Answering incoming inquiries, responding to customer questions and solves problems according to standardized procedures while maintaining a courteous manner
  • Asking effective questions and gathers information to determine the source of problems and customer needs
  • Logging on/off customer care system and accesses account files
  • Entering alpha and numeric data via a computer keyboard into an automated system accurately. Accurately capturing all customer and issue related information in the proper Database
  • Leading the customers through the documented process of fixing their software, hardware, or network problems
  • Using product information, multiple client tools, client-specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem-solving skills to diagnose and solve customer problems
  • Monitoring and coaching the Technical Support Representatives and Agents regarding client specific procedure and requirements
  • Achieved and maintained company-high customer retention rate of 98.50%
  • Efficiently cultivated fresh outsourced help desk team and remote help desk jobs
Education
2019
MBA: Business AdministrationConcordia University Chicago － River Forest, IL
2013
Bachelor of Technology: Computer ScienceUttar Pradesh Technical University － Meerut, India
Certifications
  • Cisco Certified Network Associate in Aug 2011 by Hewlett Packard
  • Asp.net with C# in 2012 by Hewlett Packard
LinkedIn Profile
  • https://www.linkedin.com/in/parasharankit/
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Resume Overview

Companies Worked For:

  • CougarNet IT Helpdesk (Concordia University)
  • HCL Technologies
  • Wipro Technoligies

School Attended

  • Concordia University Chicago
  • Uttar Pradesh Technical University

Job Titles Held:

  • Student Manager
  • Senior Analyst
  • Associate

Degrees

  • MBA : Business Administration
    Bachelor of Technology : Computer Science

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