Experienced IT helpdesk professional seeking to benefit IT department with complex technical knowledge and strong time management skills. Skilled at building rapport with different individuals while handling complex issues. Vast knowledge of web applications, software and framework.
Skilled in TCP/IP and WAN
Knowledgeable in Mac systems
Analytical and critical thinker
Proficient in Phone, Printer and Security
Work well with staff and customers
Certified in MS office
Certified in Cloud Computing
Excels under pressure
Technical support executive, 12/2013 to 08/2015 Sitel India Pvt Ltd – Chennai, India
Provided helpdesk support to end users of Bell Canada.
Managed call flow and responded to technical support needs of customers.
Provided on-call support for critical issues.
Identified and solved technical issues with a variety of diagnostic tools.
Participated in various incentive programs and contests designed to support achievement of production goals.
Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
Associate, 09/2015 to 08/2016 Verizon Communications – Chennai, India
Provided base level IT support to non-technical personnel within the business.
Assisted internal employees with both software and hardware issues.
Document all issues and generate reports to identify common issues using internal documenting tool and servicenow.
Created crisis tickets to handle outages
Maintained up-to-date knowledge of all the company products, service procedures and offerings to properly assist users.
Consistently exceeded expectations for first call resolution and customer service surveys.
Researched, troubleshot and resolved complex problems independently.
Master Of Science: Management Information Systems, Current Northern Illinois University - DeKalb, Illinois Coursework in Business Databases, Business Security, SAP and IT Project Management. CGPA 4.0