Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Bhautik Rana

Dallas,Texas

Summary

Experienced IT Help Desk Associate with strong problem-solving skills and exceptional customer service. Proficient in diagnosing and resolving technical issues, providing timely support, and maintaining IT systems. Dedicated team player with excellent communication skills, committed to ensuring end-user satisfaction and optimizing IT operations.

Overview

7
7
years of professional experience

Work History

Senior IT Help Desk Associate

Sutherland Global Services
06.2021 - Current
  • Configure and troubleshooting Windows 10, O365, Outlook, Skype for Business,MacBook,Sharepoint, MS Teams, Cisco WebEx
  • Working on ticket system - Experience with Service Now
  • SCCM - Endpoint Protection, Patch Management and Software Distribution.
  • Microsoft Azure Intune - App and Device Management Across Company Devices, Including Mobile Devices, Desktop Computers, and Virtual Endpoints.
  • Active Directory - Add/Remove User and Locking/Unlocking User Accounts
  • Reimaging PCs and Laptops – Windows and MacBook, VM Ware Virtual Machines, Linux
  • Hardware Repair and Troubleshooting
  • Client Application troubleshooting (Healthcare) Like Citrix
  • Customer Support – In-Person and over Phone
  • Answered customer telephone calls promptly and appropriately handled needs

Server Technician

ZT Systems
03.2021 - 06.2021
  • Working and testing the servers in Linux
  • Diagnosed and executed resolution for network and server issues.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.

Test Technician

Kulite Semiconductor Products
09.2016 - 03.2021
  • Manufacture and distribution of sensitive electronic components used in aerospace, marine applications, the defense industry and the automotive field
  • Testing and certification of sensors to be used in jet aircraft, ships, submarines, helicopters and other mission critical systems

Technical Assembler

Arrow Fastener Company
06.2016 - 09.2016
  • Adhere to detailed technical specifications
  • Assemble and test office products and devices
  • Completed durable assemblies and subassemblies with hand and power tools
  • Organized workstations to maximize productivity, reduce distractions and meet deadlines

Education

Internetwork Engineering

PC AGE Career Institute
Clifton, NJ
02.2020

B.S - Electronics and Communication Engineering

Engineering College Tuwa
05.2016

Diploma - Electronics and Communication Engineering

University of Baroda Polytechnic
05.2012

Skills

  • Technical Troubleshooting: Proficient in diagnosing and resolving software and hardware issues
  • Customer Service: Exceptional communication and interpersonal skills for providing user-friendly support
  • Ticketing Systems: Efficiently manage service requests using ticketing tools
  • Remote Support: Skilled in resolving issues remotely
  • Documentation: Strong record-keeping and knowledge base creation
  • Time Management: Prioritize tasks for timely issue resolution
  • Adaptability: Quickly adapt to evolving technologies
  • Team Collaboration: Work effectively in a team to resolve complex issues

Accomplishments

  • Consistently resolved 40 daily technical tickets with a 95% customer satisfaction rate, showcasing strong troubleshooting skills and service excellence.
  • Implemented a streamlined ticketing system, reducing response times by 30% and boosting team efficiency.
  • Led training sessions, equipping new hires with essential skills for swift issue resolution.
  • Developed a comprehensive knowledge base, reducing repetitive inquiries by 25%.

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Spanish
Limited Working

Timeline

Senior IT Help Desk Associate

Sutherland Global Services
06.2021 - Current

Server Technician

ZT Systems
03.2021 - 06.2021

Test Technician

Kulite Semiconductor Products
09.2016 - 03.2021

Technical Assembler

Arrow Fastener Company
06.2016 - 09.2016

Internetwork Engineering

PC AGE Career Institute

B.S - Electronics and Communication Engineering

Engineering College Tuwa

Diploma - Electronics and Communication Engineering

University of Baroda Polytechnic

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Bhautik Rana