1815/86 Vijay Nagar,
Industrial area ‘A’,
Mobile: +91-9417655530, Phone/ Fax: - +91-161-4615733, E-Mail: email@example.com
A highly skilled individual with an extensive background in computer networking, hardware, and technical support. Able to undertake and complete the tasks assigned while working within strict guidelines. A great team player who is also confident in an individual ability to “get the job done” even while under pressure. Understands and implements quality customer service for generating new and repeat business. A quick learner, willing and able to adapt to new situations and surroundings when warranted. Possessing flexibility, desire and the ability to explore new fields of technical knowledge when given the opportunity.
EDUCATION AND TRAINING
Bachelor of Commerce (B.Com) May - 2002
3 year Advance Diploma in Software Engineering (ADSE) October - 2001
Aptech Computers Limited,
Certificate in Computing (CIC) December - 2002
Indira Gandhi National Open University,
Microsoft Certified System Engineer (MCSE)
Microsoft Certified Database Administrator (MCDBA) Dec - 2002
Brainbench Certifications: - August - 2004
o Master Computer Fundamentals (Win 95/98)
o Computer Technical Support
o Master Internet Explorer 6.0
o Windows XP Desktop Administration
o Computer Fundamentals XP
International English Language Testing System (IELTS) June- 2006
Academic Band Achieved: - 7
Member of professional body IEEE, membership number: - 80473302.
Operating, Networking and Tech Support Programming languages, Concepts and Applications
o Microsoft Windows 95/98/NT, Windows 2000 (Professional and Server) and Windows XP Home/Professional.
o Client/Server concepts
o Virtual private network (VPN),
o Active directory (AD)
o Proxy servers
o Internet firewalls
o Web servers
o Routers, Routing and Remote Access
o Network security, Network Address Translation (NAT)
o Terminal services
o LAN/WAN technology
o Power Quest/ Ghost Imaging
o Registry editing
o FoxPro for windows
o Oracle 8.0
o SQL Server 2000
o System analysis and design (SAD)
o System development life cycle (SDLC)
o Software quality assurance.
o Business theory and management
o Quantitative techniques
o Business economics
o Corporate accounting
o Business finance
o Business law
o Company law
o Commerce and labour law, and Cost accounting
o Giving lab demonstrations on Operating systems, soft wares and network utility etc.
o Maintaining networking, data security, cabling, and software installation of computers.
vCustomer Services India Pvt Ltd
June 2003 – December 2004
Providing education and training from a senior level authority standpoint to all of the first level technical support engineer teams (TSE) consisting of 15 to 25 individuals each, on a regular basis.
Monitoring and updating service
level agreements (
o Reporting any contingency plan to process manager.
o Participating in corporate conference calls with Hewlett Packard (HP) on the latest product updates or problems. Offering resolutions to other support centres.
o Testing and implementing any of the latest software/hardware updates released by Hewlett Packard.
o Handling escalated calls from case managers to provide final resolutions to a technical problem faced by the customer regarding any of their HP devices.
o Authorising the replacements and repairs of expensive.
o Authorising the replacements and repairs of expensive damaged products.
o Giving training of new products and updates to Team Leaders, Case Managers and Technical Support Engineers.
o Analysing quality reports and performance analysis of first level associate teams and providing feedback to respective member and team leaders.
o Providing teams with corrective measures and training to meet the standards of required service.
o Creating and updating existing operating system and software simulations.
o Supporting desktops, laptops, printing/scanning devices, video capturing and burning devices, gaming PC’s and media centres of HP, and networking devices.
Aggarwal Glass House
October 2001 – May 2003
o Working on a FoxPro package of the company.
o Responsible for generating monthly and annual company reports.
o Maintained a daily log and produced reports of business activity.
o Utilize MS Office/Exchange as needed.
o Ran system diagnostics.
o Installed software when needed.
o Performed routine data input.
o Troubleshoot, repaired and configured computers of the company.
o Updated software, maintained hardware, monitored system performance.
o Analyzed and fixed connection, email and browser problems.
o Repaired, maintained and configured PCs and office peripherals.
o Awarded excellent performance by Hewlett Packard (HP) in the Pavilion team for giving the best training and support while working in vCustomer Services India Pvt Ltd.
o Developed a technical support website www.terrifictechs.itgo.com for helping first line technical support engineers to improve the productivity and quality of handling technical calls. This website also helped in communicating any updates to associates in a quick manner apart from formal trainings.
*References available upon request.