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Applied For: IT Service Desk Engineer

House No. P 105/, Kabul Line, Near Sadar Market, Delhi Cantt, New Delhi 110025 Mobile: +91 9716323433, Email ID:

CAREER OBJECTIVE: I have the aspirations to work in dynamic and competitive environment to enhance and upgrade my skills and competencies in order to excel in professional responsibilities KEY POTENCIES:

Good relationship management skills across various people groups and a cohesive team player. Keen and fast learner ready to take up new challenges Ability to work independently as well as part of a team Good written, verbal communication skills along with strong customer service skills. Ability to perform under a high pressure work environment. Focused, Task Oriented, Innovative and a committed approach towards work. Strong inters personal skills along with an optimistic approach towards work. Self-motivated and belief in Goal achievement with a team spirit.

SKILL SET: Client OS: Windows XP /Vista /Windows 7 Installation, Configuration. Desktop, Laptop, Printers: HP, Dell, Compaq, and Lenovo. Troubleshooting Including H/W part Replacement. Software Installation & Troubleshooting. Mailing: Microsoft Outlook, Outlook Express, Windows Live Mail, Antivirus: Norton, Quick Heal, MacAfee Installation & Deployment on Clients. Networking: Installation &Troubleshooting of LAN. Installation, Upgrading, Maintenance & Managing

WORK EXPERIENCE: Innovative Design Tech Pvt Ltd. Client: Fertilizer Association of India Ltd I.T. Service Desk Engineer Worked as a Central Point of Contact for All Technical Support Teams and Provide Up-to-Date Information For On-Going Incidents/Alerts Answering Phone Calls, Recording Incidents, Providing Resolution, Escalating If Necessary And Closing Requests Per The Established SLA. All mails to be read thoroughly & replied to all the concerned in case of escalation.. 3rd February 2012 Till Date

Responsible for Helpdesk Tickets Distribution among the Support Engineers. Knowledge and Work Close With Service Desk & Ticketing Software Tools Like Helpdesk Engine. Route Problems To Internal 2nd And 3rd Level IT Support Staff For Further Process Recording/Tracking Incidents And Complaints And Keeping End Users Informed About The Status/Progress. Escalating Call to the Senior Management Team as Per the Internal Escalation Matrix. Maintaining SLA, Handling Escalations. Maintaining SLA, handling escalations and providing RCA. Maintaining >90% FCR during the tenure. Install and configure Operating Systems: XP basic and XP pro, Windows Vista and Windows 7 Knowledge In: Setting up Wireless NIC, Local and Network Printer Setting and Configuration. MS Outlook, Outlook Express Configuration, Backup and Restore Process. Remote management through Team Viewer, VNC & Net Meeting to solve Windows and Software issue Installation, Take care of all the internal office softwares support.

TECHNICAL EXPERTISE Installation of operating system (Windows XP, WIN7, 2K3/2K8) and Configuring Desktop/Laptop. Knowledge of Active Directory, Disk Quota, and Safe boot Installation Installation and Configurations of AD, DNS, DHCP. Installation, Configurations and Manage of Local and Network printers.

EDUCATIONAL DEVELOPMENT BCA from CCS University with 64 % in 2011 Higher Senior Secondary School, Kendriya Vidyalaya, Bareilly, with 50.80% in 2007. Senior Secondary School, Kendriya Vidyalaya, Bareilly, with 69.20% in 2005. PERSONAL DETAILS:

Name Date Of Birth Passport No. Aadhaar No. Hobbies Strength

: Vijay Shanker Singh : 08th March 1989 : J7503746 : 8524 1885 3349 : Listening Song & Reading biography of Business Tycoons. : Self Confidence, Positive attitude, ability to work under pressure & eager to learn.

Weakness Language

: Too much focus on task assigned. : English & Hindi

I do hereby declare that all above information given are true to the best of my knowledge.
Date: __/__/_____.

Place: __________.

(Ashutosh Kumar)