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CV IT Administrator with 5+ Years of exp with Customer Service Skills and OnSite Experience

 
IT Administrator with 5+ Years of exp with Customer Service Skills and OnSite Experience

Resume built for oil and gas job opportunities by a jobseeker with experience in IT Administrator with 5+ Years of exp with Customer Service Skills and OnSite Experience - would you like to offer this candidate a job/contract employment?

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CV/Resume ID no.: 93816

Location (Residence): Bangalore, India
Citizenship: India
 
Languages:
  Native: English United Kingdom
  Other: English, Hindi, Kannada, Tamil, Telugu
 
Education & Experience: Work Authorization & Relocation:
Education:
  Bachelors in Finance (BBM)

Years of Experience: 6 years
Authorized to work in:
   India
Present Location:
   India, Bangalore
Relocation:
   Anywhere (International)
 
Expertise
Category Subcategory Ability Experience
IT/Communications Administrator Experienced 13 years
IT/Communications Support (Applications) Experienced 13 years
IT/Communications Support (Op. Sys.) Experienced 13 years
IT/Communications Internet Basic 10 years
IT/Communications Support (Op. Sys.) Experienced 1 year
IT/Communications Support (Hardware) Experienced 13 years
 
CV/Resume Details
 
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

To Excel in the field of people management and project management and be a part of an esteemed organization where I can implement and learn best practices and grow in my carrier with the organization.

2. Work Experience - CV/Resume Part 2 [Mandatory]

Professional Experience:

Logica
Oct 2006 – Till Date

From July 2008 till data
IT Consultant - User Admin Analyst
Process: MS Server Admin Team

Role & Responsibilities:

 Handling Change requests for 2 different UK based clients.
 Creation, maintenance and deletion of user accounts on Active Directory, MS Exchange, Citrix Application, SUN Applications, UNIX applications and Web Portal accounts.
 Responsible for creation of last login, bad password, never logged in and other user accounts related reports for the purpose of housekeeping.
 Responsible for housekeeping of data on client servers.
 Responsible for reporting the team performance to the management.

Achievements:

 Successfully transitioned the project from UK to India (Was moved to UK office between July 2008 to Oct 2008 for the same).


From Oct 2006 to July 2008
Service Desk Technical Analyst – L2
Process: British Council

Role & Responsibilities:

 Handling calls and emails that are addressed to British Council Helpdesk and British Council Global Service Center.
 Make sure that the emails do not breach the SLA as this would be the first mode of contact for the users.
 Responsible for contacting the HUBS based in various locations representing the respective regions for follow up and for further technical action to be taken in co-ordination with the concerned revolver groups.
 Handling UCR’s (User Change Requests) which include Global Address List updates, New user creation, Remote installation of Applications on the user computers and coordinating with various globally located teams for necessary action to the taken within a stipulated time frame to address the users requests.
 Responsible for handling site wide installation and un-installation of applications based on the Change Requests raised by the client (Application used as Update and SMS).
 Handling CSAT surveys and analysis of the data and reporting of the same to the Project Delivery team.
 Also handling additional responsibilities of giving a day to day update of the status of the UCR’s handled by various teams and also responsible for finding the reasons for any UCR in pending from a particular department and updates on the same with the Service Delivery team based out in the client site is London, UK.
 Technical quires handling over the phone mainly includes troubleshooting Microsoft Office products, other British Council tested and approved applications, user profile issues, drive access, shares access and troubleshooting, VPN connection setup (applications like IPass and ROAM supported by Global Crossing).
 Responsible for the ticket status confirmation at the end of the day to make sure that they do not breach the SLA defined.


Transworks Information Services
May 2006 – Oct 2006
Associate – Microsoft India Support

Roles & Responsibilities:

 Handling Calls and emails related to technical queries for the Indian Market which is a major segment of the APAC Region for Microsoft.
 Make sure the either the voice or the non voice case created do not cross the SLA and at the same time keep up the customer satisfaction.
 Technical queries trouble shooting of all Microsoft products which come under the pretext of Personal Support (i.e., Windows XP (Home, Professional and Media Center), Windows 2000 Professional, Office products (Word, Excel, PowerPoint, Outlook, Access, FrontPage, Visio, OneNote, Project), Microsoft Games, Microsoft Updates, etc.,)
 Being a part of the pilot team also played a key role in setting up bench marks.
 Creating and analysis of the Quality audit parameters for both Technical and Non-Technical.
 Handling training on a particular subject and being the one point of contact for floor support for the same topic.
 Providing support for the Technical Router Team who are the first point of contact for Microsoft Technical Support.

SlashSupport
Sep 2005 – Apr 2006
Application Engineer – WebEx

Roles & Responsibilities:

 Handling B2B calls for WebEx Technical Support.
 Troubleshooting WebEx product in Windows and Mac environments.
 It includes troubleshooting related to WebEx applications like Meeting Manager, Event Manager, Training Manager, Support Center, Remote Access and Remote Desktop Presentations.
 Also involves in checking the site administrator pages for the companies co-branded websites (WebEx Clients) and also walking the site administrators through the troubleshooting steps on there respective site admin pages.
 Also involved in providing support to other B2C products of WebEx like the Quick Books Remote Access, MeetMeNow, PCNow and WebExOne.
 Monitoring and providing on floor support.
 Handling training on specific topics for the New Hires.


Jayashree & Associates
Aug 2004 – Aug 2005
Team Leader – ITES and IT Service Fulfillment

Roles & Responsibilities:

 Handling a team of 10 HR – Associates and 5 freelancers.
 End to end management of clients.
 Handling interviews and screening profiles to match the requirements of the Clients.
 Taking telephonic interviews for the candidates for requirements in ITES and IT – Infrastructure vertical.
 Understanding the client’s requirements and providing them with suitable candidates by coordinating with the team and also a team of freelancers.
 Recruitment co-ordination.
 Understanding the requirements of the clients based on the Job-Description sent and allocating the work for candidate sourcing to the team and the freelancers.
 Also handling Business Development for the company to bring in new clients and requirements.


Dell International Service – Hydrabad
Nov 2003 – July 2004
Technical Support Associate – USCTS (Portables)

Roles & Responsibilities:

 Troubleshooting Dell laptops which include the Product range in both Inspirons and Latitudes.
 It includes hardware troubleshooting such as No Post, Resource Conflict, System Software Installation and also Operating System that includes the Windows 9X series, Windows ME, Windows XP.
 Basic Network and Wireless Network, TCP/IP configuration and Troubleshooting over LAN Technology on all Windows based operating systems.
 Worked as a Pilot member for Project Fix it where unresolved technical issues were taken and the customer were called back for troubleshooting the same.
 Worked as a pilot member for the research team working towards cutting down of the site level repeated dispatches and achieved the set goal.


3. Education & Training - CV/Resume Part 3 [Mandatory]

Educational Qualification / Affiliations:

 BBM (Bachelor of Business Management – Finance: 2003 Pass Out).
 ITIL V3 Foundation certified.


4. Computer Skills - CV/Resume Part 4 [Mandatory]
IT Skills
Skill Experience
Operating Systems : Windows 98,2000, XP 5+ Years
Application: MS Office Suite
Active Directory and Exchange Administration 5+ Years
3 Years
SMS Administration
Citrix, UNIX and SUN Applications Administration 2+ Year
2+Year
5. Other Skills - CV/Resume Part 5 [Optional]
Business Skills
Skill Experience
Technical Support 4+ Years
Recruitment 1 Year
Business Development (HR) 1 Year
6. Additional Information - CV/Resume Part 6 [Optional]
-


 

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IT Administrator with 5+ Years of exp with Customer Service Skills and OnSite Experience
CV/Resume ID no.: 93816

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