Atul Shiva
Piscataway,NJ
Summary
A qualified technical support specialist with 3 years of experience in customer service and providing comprehensive helpdesk support for computers and software. Adept at communication and engaging customers by identifying issues and streamlining steps to effective resolve technical issues. Qualified Advanced Technical Support Specialist with 3 years of helpdesk and customer service experience. Provides comprehensive desktop support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
6
6
years of professional experience
Work History
Desktop Support Specialist
Cigna
09.2023 - 12.2023
- Field average of 15 inbound phone calls daily to deliver practical support and remotely resolve service issues.
- Resolve technical issues across multiple systems and applications for customers and end-users across three time zones.
- Create support documentation that empowered and enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Desktop Support Engineer
Rutgers University
01.2023 - 08.2023
- Engaged end users and answered questions via email, phone, website live chat and forums.
- Adhered to quality and time-sensitive call center metrics when answering the inbound phone and chat correspondence.
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
Helpdesk Support Engineer
Rutgers University
04.2018 - 11.2022
- Assisted with testing new product offerings prior to release to assist development team in bug identification.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Retained existing clients and developed 50 new accounts by extending high quality and efficient support service.
Education
Associate of Science - Information Technology
Rutgers New Brunswick New Jersey
New Jersey New Brunswick08.2022
Skills
- Desktop support
- Performance optimization
- Software debugging
- Troubleshooting and diagnostics
- Data entry
- Technical documents comprehension
- Customer service expert
- Technical instruction
Timeline
Desktop Support Specialist
Cigna
09.2023 - 12.2023
Desktop Support Engineer
Rutgers University
01.2023 - 08.2023
Helpdesk Support Engineer
Rutgers University
04.2018 - 11.2022
Associate of Science - Information Technology
Rutgers New Brunswick New Jersey