Hardware : Cisco router 7200, 2651, switches 3550, APC UPS System, 4006 HP Server ? Tools : Tacacs, Secute CRT, Wireshark ? Protocols : TCP/IP, OSPE, RIP,FTP and TFTP ? Database : SQL and MySQL ? Certification : OCP(Oracle Certified Professional) 1. ( Operating System: Windows 9x /XP,Dos 1. Languages: C, C++, Java, Visual Basic 1.
Database : MS Access, Oracle 9i 1. Web Tools: HTML EXPERIENCEDell (Technical Support Associate): Mar 2008 – Feb 2009: Technical support services offered to different clients of Dell, based in USA, for various Dell Hardware, Software and Internet based issues. Developed good understanding of pre implantation and post implementation issues for need to maintain uniform standard procedures for purchase and compatibility of software Vs hardware. Handled issues regarding resourcing for components and their impact on project time over run.Understood need for development of vendor base and building up of redundancy factors for new technologies. IBM (Sr. Technical Support Representative): Jun 2009 – Jul 2010: Provided IT support to IBM’s client Carphone Warehouse, UK and it’s partners.
Joined as an entry level service desk agent, and moved on to the role of a 2nd Line agent during the course of my tenure, based on my performance. 2nd Line agents role, mainly dealt with providing solutions for issues, which were otherwise complex for service desk to resolve.This role involved handling calls, and web based tickets from branches of Carphone warehouse, spread across Europe and Germany. Performed mentoring tasks, and up-skilling new joiners in the organization. Queue monitoring activities undertaken to have a watch on metrics like AHT according to the client specified SLAs. Generating reports based on the metrics, required by managers, to analyze trends and emerging patterns, which would help reduce future redundancies. Providing quality feedbacks and advice to peers, thus enabling them to communicate effectively with customers.
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