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MANDEEP SINGH
1815/86 Vijay Nagar,
Industrial area ‘A’,
Mobile: +91-9417655530, Phone/ Fax: - +91-161-4615733, E-Mail: mandeep_talwar@yahoo.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.
SKILL SETS
Operating, Networking
and Tech Support Programming
languages, Concepts and Applications
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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
TCP/IP o
Network security, Network Address Translation (NAT) o
Terminal services o
LAN/WAN technology o
Power Quest/ Ghost Imaging o
Registry editing |
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FoxPro for windows o
Microsoft-Access o
Oracle 8.0 o
SQL Server 2000 o
System analysis and design (SAD) o
System development life cycle (SDLC) o
Software quality assurance. Commerce o
Business theory and management o
Quantitative techniques o
Business economics o
Corporate accounting o
Business finance o
Business law o
Company law o
Auditing o
Commerce and labour law, and Cost accounting |
EXPERENCE
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
– Delhi,
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.
o
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.
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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
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Working on a FoxPro package of the company.
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Responsible for generating monthly and annual company
reports.
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Maintained a daily log and produced reports of business activity.
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Utilize MS Office/Exchange as needed.
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Ran system diagnostics.
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Installed software when needed.
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Performed routine data input.
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Troubleshoot, repaired and configured computers of the
company.
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Updated software, maintained hardware, monitored system
performance.
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Analyzed and fixed connection, email and browser problems.
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Repaired, maintained and configured PCs and office
peripherals.
ACHIEVEMENTS
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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.
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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.