Ankit Thapa
Concord,NC
Summary
Motivated Help Desk Analyst with 5 years of success providing technical support to customers by phone, email and web-based chat. Talented at resolving technical problems by carefully listening to customers and conducting appropriate research to develop solutions. Meticulous in recording information so teammates have clear understanding of issue and steps for resolution.
Overview
5
5
years of professional experience
Work History
Help Desk Analyst
Albany Medical Health System
Albany, NY
09.2021 - 08.2023
- Delivered local and remote Tier 2 IT support for hardware and software to company personnel.
- Maintained records, logs and lifecycle documentation of work requests.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Supported customers with online billing, access and account issues.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Maintained positive working relationship with fellow staff and management.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Performed remote diagnostics on user systems to resolve problems quickly.
Technical Support Engineer
Zones nfrastructure
Menands, NY
04.2021 - 09.2021
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Provided technical support to customers over the phone and through email.
- Performed data backups of customer systems to ensure data security.
- Conducted remote sessions to resolve complex technical issues quickly and accurately.
- Responded promptly to requests from higher-level technicians or IT staff members for assistance with escalated issues.
- Developed user manuals outlining step-by-step instructions on how to use certain applications or programs.
- Used remote control and assistance tools expertly to support non-local customers.
- Provided tier 1 and tier 2 support.
IT Help Desk Technician
CDPHP
Albany , NY
01.2020 - 04.2021
- Conducted workflow analysis, space design or cost comparison analysis.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Oversaw daily performance of computer systems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Installed and configured new hardware, software and peripheral devices.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Maintained various databases of customer information and service requests.
Help Desk Associate
HVCC
Troy , NY
08.2018 - 12.2019
- Answered incoming calls, emails and chats to provide technical assistance and troubleshooting.
- Installed, configured and maintained computers, printers and other peripherals.
- Resolved customer complaints regarding technical problems with products or services in a timely manner.
- Created user accounts in Active Directory and granted access rights accordingly.
- Set up new users on their assigned workstations including installation of necessary applications and software updates.
- Ensured that all IT help desk tickets were resolved within established SLAs.
- Provided support for hardware, software, networking, mobile devices and other technology-related issues.
Education
Bachelor of Science - Information Technology
University At Albany
Albnay12-2020
Associate of Science - Computer Science
Hudson Valley Community College
Troy, NY12-2019
Skills
- Proficient in Service Now, CRM
- Technical Support
- Recording Support Tickets
- Operating Systems
- Application Support
- Remote Support
- Technical Support Services
- Communicating With Clients
- Training Abilities
- Providing Customer Support
- Onboarding
Timeline
Help Desk Analyst
Albany Medical Health System
09.2021 - 08.2023
Technical Support Engineer
Zones nfrastructure
04.2021 - 09.2021
IT Help Desk Technician
CDPHP
01.2020 - 04.2021
Help Desk Associate
HVCC
08.2018 - 12.2019
Bachelor of Science - Information Technology
University At Albany
Associate of Science - Computer Science
Hudson Valley Community College
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